Apple Australia has signed a national service provider agreement with NCR, and will migrate on-site warranty business away from its reseller partners over the next three to twelve months.
Apple informed partners of the change via an email from channel manager Kevin McElduff.
A spokesperson for Apple said its commitment to providing customers with the highest level of service had led to the national service provider agreement with NCR.
“NCR will provide on-site service for certain Australian government, education and enterprise customers who have stringent response-time Service Level Agreements,” she said.
Reseller chain Next Byte is among the resellers who will lose business to NCR.
Managing director, Adam Steinhardt, said he had known that Apple was looking for a service provider to complete its coverage of regional areas, but described the nationwide deal with NCR as “throwing away the baby with the bathwater”.
“It’s a decision which severely damages the channel,” Steinhardt said.
Next Byte had devoted several staff, vehicles and systems to fulfilling services work which will now go to NCR, he said.
They will now be redeployed.
Regional resellers in areas such as Dubbo and Wollongong stood to be hardest hit by the move, Steinhardt said.