Is Apple (NASDAQ:AAPL) cold and unresponsive to the needs of its enterprise users? According to a recent report from The Wall Street Journal, Apple and the business market have a “dysfunctional” relationship in which Apple seems to be constantly spurning the advances of businesses that are eager to adopt the Cupertino-based company’s devices for enterprise use.
Although Apple unveiled some business-friendly features in iOS 7, some CIOs believe the company’s customer service for businesses leaves something to be desired. Larry Pickett, CIO of Purdue Pharma, told the WSJ that, “On a scale of one to five, with one being the worst, I would give Apple a one for customer service. I love their products, and we deploy them. But we just don’t see any indication they are taking the enterprise market that seriously.”
Pickett notes that he receives less support from Apple than he does from other business vendors such as Oracle (NASDAQ:ORCL) and Microsoft (NASDAQ:MSFT). Although Pickett may have just had one bad customer service experience, other problems that businesses encounter with Apple are more systemic and deeply rooted in the company’s culture.
For example, Apple is notoriously secretive about its future products and refuses to help businesses plan ahead by providing a “roadmap” of how its product lines may evolve. Apple’s closed software system is also difficult to integrate into cross-platform products that many businesses rely on.
Toby Pennycuff, a former J.C. Penney (NYSE:JCP) SVP of information technology, got the infamous Apple silent treatment when his group innocuously inquired about the possible inclusion of near-field communications in Apple’s upcoming devices. This was despite the fact that the entire team was already bound by a non-disclosure agreement.
Despite some difficulties, Pickett says he has no plans to abandon the use of Apple’s products in his business, and he believes Apple is “doing a good job” when it comes to helping his companies develop mobile apps for Apple’s ecosystem. Despite all of Apple’s enterprise quirks, many businesses find that Apple’s products are still the best devices to use for enterprise.
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