Enterprise support - they have no idea
I have a faulty Mac, all our Macs are supposed to be enrolled with on-site enterprise support. I call Apple, they say it is not enrolled. I say it was purchased was support, Apple doesn't care. My supplier (a large company) calls Apple to ask it to be enrolled with the enterprise support we have paid for, without success, and have been asking every day for 3 weeks. 3 weeks later, still no support, still no repair.