Tim Eades

Q: No devices in DEP/school Mgr after 4 1/2 Months

After approx 3 weeks of the serials not appearing in our DEP account, I started to query progress. Since then I have had several conversations with Apple support and the re-seller. Re-seller have confirmed devices have been accepted by Apple. No devices show in my portal.

Customer services from my side say that their tool shows none of the serials in DEP.

I asked for the case to be escalated, which it was, two weeks ago. No communications from Apple.

 

 

I chased again today via enterprise support and we are back to square one. In school manager portal all looks good, no devices. There seemed to be confusion/uncertainty as to whether 'Escalating' the case means passing onto Tech Support, or as I would expect,  it being owned and managed by some more senior Apple people. I was told that there was a problem with my DEP setup which had now been fixed. But I believe this only relates to the upgrade from DEP to school manager. It never worked for me in DEP either.

I can not get anyone I speak to, to take ownership of this problem and I am left alone again as the only person driving to get a solution. I have been in contact with all parties on and off since April and a lot of my time has been wasted by this.

I am very frustrated and deeply saddened by the level of support we have received and I do not know how to further this. I only have a few weeks left to do the work I need to before the start of the new term..

iPad 2, iOS 9.3.3

Posted on Aug 9, 2016 5:30 AM

Close

Q: No devices in DEP/school Mgr after 4 1/2 Months

  • All replies
  • Helpful answers