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CIOs say AppleCare for Enterprise is lacking

Matt Kapko | July 24, 2015
Apple is slowly wading into enterprise waters, but the company gives preferential treatment to organizations that have relationships with its partner, IBM. CIOs and other IT leaders also say the initial fruit of that partnership, AppleCare for Enterprise, mostly disappoints.

CIOs are glad to see Apple partner with companies such as IBM but they'd also like to reap some of benefits of the new programs. Small-to-midsize businesses apparently don't apply to Apple's model for enterprise-level support, according to both Appley and Gette.

"There's no reason why they shouldn't be able to offer that to anybody that has a large user base, whether you call it enterprise or not," says Gette. "You shouldn't also have to be in a situation where you have to have a partnership with IBM."

Apple's programs for SMBs come up short

Some of the services CIOs want from AppleCare for Enterprise, such as setup, training and technical support, are available as part of Apple's Joint Venture program, but it's managed by Apple retail stores and all eligible products must be purchased through Apple directly. Appley says Shorenstein pays $500 per year for this service and it covers up to five individuals, each of whom can receive support for multiple Apple devices.

"It helps us get to the front of the line at the Genius Bar," he says. Businesses that pay for membership in the Joint Venture program also get up to 6 hours of in-store training each year and receive in-store assistance with device setup, including supervised data transfer from other devices.

That's a step in the right direction, but it barely scratches the surface of what most CIOs want from Apple. They'd prefer the preferential, hands-on treatment given to companies including Air Canada, National Grid in the United Kingdom, and Banorte in Mexico, three new AppleCare for Enterprise customers Maestri mentioned on the recent earnings call.

The lesser support offering for SMBs is inefficient, inconvenient and difficult to manage, according to Gette. "You have to make an appointment just like anybody else," he says. "I'm certainly not going to have my guys waiting in the Genius line to get it done."

Lots of room for improvement for Apple in enterprise

To its credit, Apple is expanding its network of consultants, managed service providers and MDM vendors to help fill the gaps in its support for iOS devices in the enterprise. The company is also working with more than 40 mobility partners that sell business software and solutions "to help businesses of all sizes transform work with iPad and iPhone," Maestri said.

Apple has always farmed out the bulk of enterprise support this way, according to Gette. "They don't actually do the work, whether it's implementation or support."

Apple's foray into the enterprise market still leaves much to be desired among the ranks of IT. Appley says the company is taking steps in the right direction, but it's too confusing to work with Apple as an enterprise vendor and it often doesn't cater to IT's most basic needs. CIOs want the consumer-minded company to deliver a more mature and unified approach to enterprise support. However, Apple hasn't demonstrated genuine concern for what CIOs want or need, at least not until CIOs show them the money.


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