Apple DEP Enrollment & Look Back Service Issues

Hello @designcc,

Thank you for your recent posting. We appreciate your participation within the Business Community. I'm sorry to read about the issues with the Apple DEP enrollment. I'll be more than happy to take a look at this for you so we can get things back on track. Please send me a private message by clicking here (https://soc.att.com/2M573nC) and be sure to include the following details so I can help:

Business Name:

Account Details:

Contact Name:

Contact Number:

Email Address:

Thank you,

Lisa

Social Media Manager

Hello Everyone,

After reading through every post I could find on the forums regarding DEP, it is obvious that this is a big problem. We use DEP and have worked with other vendors and have been setup in around 48 hours. I am posting this reply because I see that already many people have viewed this topic and I wanted to keep everyone up to date as to the progress on this so maybe others will be able to avoid the experience we have had thus far.

As you can see, Lisa from ATT replied to my initial post. I replied to her and she recommended to me that we contact our sales rep. I let her know that we have tried to go through what one would think to be "proper channels" since January and thus far it has gotten up nowhere. Lisa then replied and asked that I give her 24-48 hours so that she could work with our rep to try to find a resolution.

If anyone has else has anything to add. I would love any further advise. I will keep everyone up to date as soon as I know more. Thank You.

We had the exact same problem.  We had purchased six iPads from AT&T and five iPads from Verizon (our business is in the mountains and the service provided is dependent on location!) and then setup our MDM.  The five iPads from Verizon were setup with Apple DEP within two days!!!  The six iPads from AT&T were purchased on October 28, 2017 and were finally setup with Apple DEP on April 30, 2018, six months later!  I completed the private message to an AT&T manager on more than one occasion, opened more than one case with AT&T customer service, contacted two different account reps before finding one who said they could help.  After approximately 75 emails back and forth, the iPads showed up on Apple DEP.  There was never an explanation as to why it took so long, or an apology.  So, unfortunately, I have no insight as to how to expedite the process, just my experience!

Hello @designcc,

I'm in contact with your account manager and they are currently working on your concerns. I will have the account manager reach out to you today. Please send me a private message by clicking here (https://soc.att.com/2M573nC) if you have any further questions. Thanks, Lisa

Hello @ftrane,

Thank you for your recent posting. We appreciate your participation within the Business Community. We apologize for any frustrations. We will be happy to help you if you still need it. In order for me to research your issue, I will need to verify some information. Please send me a private message: https://forums.att.com/t5/notes/composepage/note-to-user-id/3757732

And include the following details:
Your full Name:

Business Name on Account:

Business address:

Number on your account:
Preferred Contact #:
Email address:

Thank you,

Laura G.
Social Media Manager

Hey Everyone,

Just wanted to give an update....

As you can see if you are following the thread, Lisa has contacted our account representative. After a couple of days and several more emails back an forth, our account rep has now involved a few more ATT people. I am told that they are currently looking into the issues. We are waiting and hoping that this will be resolved soon. Again, let me say that if anyone else has any helpful information that might help us or anyone else trying to accomplish same thing, please post it to the thread. 

Other than Lisa, I don't know what ATT employees monitor these posts, but I would just like to let you know that this process should not be a time consuming or difficult one. We use Apple's DEP program with other vendors besides ATT, and the entire setup process with those other companies took less than 48 hours from our initial email request to them. Knowing this is what amplifies our current frustrations with this not being completed at this point.

My company is also having issues with Device Enrollment Enablement Program. Apple says everything is setup correctly, but our test order still isn't showing up in Apple Business Manager DEP. AT&T support doesn't seem to know what the issue is either. Frustrating.

I signed up for DEP with AT&T through this link.

https://dmp.wireless.att.com/businessconsole/browse/details/applebusinessmanager

After fully completing the form, I got a confirmation message saying:

"You’ve successfully submitted your request. Within a few business days, we'll send you a confirmation email with a case number. After you receive the email, you'll need to submit a screenshot of your Organization ID. More information is available in the email."

The next day, I get an email saying I have been denied because of a "Missing screenshot Showing your Organizational/DEP ID. This is not the same thing as your Apple Customer ID or your Reseller ID." Something is clearly wrong here.

Naturally the email is a do not reply email, so I contacted the number in the email listed for the Device Enrollment Enablement Program care team but it took me to a robot who didnt respond to DEP and customer service reps who had no clue about DEP or the team name the email mentioned.

Hello @cjsjunction,

Thank you for your recent posting.  We appreciate your participation within the Business Community.  I would be happy to help.  In order to research your issue, I will need to verify some information.  Please respond with the following details as I have marked this post private:

• Full Name:
• Business Name on Account:
• Phone number associated with the account:
• Preferred Contact #:
• Email address:

Thank you,

Nancy

AT&T Social Media Manager

Hello @hpapen ,
Thank you for your recent posting, we appreciate your participation within the Business Community. I'll be more than happy to take a look at this for you so we can get things back on track. I have marked our conversation as private so that I can get a few more details to further assist you. Please reply with the following information:

Contact Name:
Contact #:
email:
Account details:

Thank you,
Dodley
AT&T Social Media.