Mack Camera and Video Service Inc. TV Warranty

Mack Camera and Video Service Inc. TV Warranty (called Maintenance Performance Gaurantee) – At first I wondered if I was ever going to be able to obtain a copy of the actual terms and conditions of this company's offering. It takes trials, tribulations and a little detective work to get to the actual terms and conditions. After first clicking on the extended service plan section, then the small link to "list of over 90 different service contracts," then the TV icon link to another page, then the standard coverage details which detailed little. I tried the "see coverage details" link which gave me a "Summary of Coverage" page with some details but only a small link to "complete terms and conditions." The small "complete terms and conditions" page did not turn out to be the terms and conditions at all but a page that states a few simplified "Coverages and Benefits." The paragraph above this states, " Thank you for your interest in the Mack Camera Extended Service Contracts. Please email us at mackcamera@mackcam.com for complete terms and conditions. Be sure to note which extended service contract you are interested in purchasing. We will make every effort to respond to your request within 24 hours.

Thus, one must e-mail to get the real terms and conditions. I e-mailed the above address for the complete terms and conditions and waited a couple of days to receive the t & c's to no avail. I then called, and eventually got through to someone that agreed to send them to me. Here are a few of the discrepancies and/or left out information that I noted from the original web site and the contract terms and conditions:

One of the first things I noticed was this sentence from the terms and conditions: "You may obtain repair support by visiting www.mackcam.com to arrange for service and obtain a repair authorization number and current shipping charges." The "current shipping charges" caught my eye as many time TV warranties are in-home. Following is are some of the "Summary of Coverages" listed on the company web site compared to the actual terms and conditions that apply.

The Summary of Coverage

The Terms and Benefits Statement (this is the contract document) lists the following as included in bold print:

Manufacturer Covers first year

On-Site Service
"Such on-site service will only be offered if your location is within a 25-mile radius of an authorized service center. In the case where a product falls outside of this designated radius, it will be the responsibility of the Program owner to arrange for transportation of the Covered Product to an authorized service center at his or her own cost.

Transferable
This MPG is transferable for a $20.00 administrative fee.

Here's where the Depreciated Value Buyout Clause occurs:

"If the equipment can not be restored to the manufacturer’s specifications by Mack Camera or the manufacturer or is deemed by Mack Camera, in its sole discretion, to be beyond economic repair, or if the unit has been repaired 3 consecutive times for the same problem and it requires a 4th repair for the same problem, Mack may, at its discretion, replace your unit with a reconditioned model or equivalent model of like kind and quality or refund you the current market value of your covered equipment in U.S. dollars. The maximum liability of this Guarantee for product replacement or repair shall not exceed the original purchase price for the product (less sale taxes). If a replacement or refund is made under this Program there will no longer be benefits under this Program and all obligations are satisfied."

"Does not cover: For Consumer Electronics: light bulbs, lamps (unless protected separately), and batteries. LCD Screens. Any cosmetic part or finish defects including accessories such as glass or plastic."

"If no defect is found (no fault found) or repairs are denied based on the benefits statement of the Program, the MPG owner will be responsible for all costs incurred."

P."This Program does not include consequential damages as a result of malfunctioning of or damage to an operating part of the equipment, or damages as a result of any repairs or replacements under this agreement."

"This Maintenance Performance Guarantee is not a service contract, not an extended warranty or policy of insurance; however, the obligations and benefits of this program hereunder are fully insured by International Warranty Insurance Ltd. 1205 S. White Chapel Blvd Suite 100, Southlake Texas 76092."