Inconsistent Support with IBM Watson Maas360

The initial setup does work by itself, but any troubleshooting for resolving basic issues is a hassle.

Maas360 is the only MDM worth purchasing for managing a corporate MDM, it gets an above-average rating just for the principle that it's the only functional service, however, it's brought down by its, in my opinion, incompetent and aloof customer service reps who I feel only care about your monthly bill and nothing else. Whenever I had problem employees who stole iPads, I was always punished by IBM. In my experience, IBM will pretend they're going to cancel license fees for defunct devices, yet it took 5 weeks to actually cancel several devices and add new licenses so I'm not getting overages. The first two years from 2018 to 2020 were excellent, I had an incredible representative and a competent sales rep who at least checked in with our needs once a month. Ever since the old staff relocated or got laid off, we've had nothing but problems. I feel I've gotten incredibly unprofessional service, in fact, my last rep a week ago seemed to be annoyed with my requests and forced a new rep onto me (who will likely do the same thing to me in 6 months). I'm keeping the service because it's the only service Apple Business Manager works properly with. Apple Business support funny enough knows more about Maas360 than IBM themselves.