Apple accused of services channel favouritism

Vendor accused of frequently "changing the requirements" for Authorised Service Provider status

Apple of my eye: the vendor stands accused of "picking and choosing" its AASPs in an inconsistent way

Apple faces more channel criticism after several industry insiders claimed it operates an inconsistent accreditation process for its Apple Authorised Service Providers (AASPs).

AASPs are certified by Apple to offer support and repair services for Macs and other products. CRN understands one of the base requirements for obtaining AASP status is having a minimum of £30,000 worth of stock in spare parts. The make-up of this inventory is dictated by the vendor.

Nottingham VAR Bear IT recently lost its Apple Certified Reseller status, complaining that the vendor had been inflexible and incommunicative. Managing director Mark Lambert claimed he had wanted to go for AASP status to fit in with his firm's new Bear Care offering, which provides customers with a fixed-price, 12-month repair and service contract.

"Why are the (AASP) requirements so high?," he added.

Another channel source CRN spoke to claimed the inventory stipulations " asked an awful lot of resellers".

But some channel insiders indicated Apple's requirements were not set in stone, claiming the vendor is "picking and choosing" its AASPs. One source indicated Apple would "make it very hard" for a prospective AASP in central London, where the market is saturated, but it would be a vastly different story for companies "in the middle of nowhere".

"Apple will raise the bar or change the requirements to suit their needs," said the source.

CRN understands Poole-based repairs specialist Mercom is one firm to have been approached directly by Apple in recent years about becoming an AASP. One insider claimed the usual pre-requisites of certification are waived in such cases.

"Mercom are very well established and respected," said an onlooker.

Both Apple and Mercom declined to comment.