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Inconsistent Support with IBM Watson Maas360
March 11, 2022

Inconsistent Support with IBM Watson Maas360

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with IBM Security MaaS360 with Watson

We're a small nursing agency that hires field nurses, they visit the homes of clients. The purpose of connecting the iPads to an MDM is for HIPPA compliance and control of devices between 200 employees. IBM Maas360 is through an annual bill included in our Verizon service, unfortunately, there is no viable alternative to Maas360.
  • Policies are easy to create and push out to multiple devices
  • Apple Business Manager integration is seamless with Maas360
  • You can monitor battery usage and perform remote system wipes easily
  • I feel they should hire competent tech support for system issues that the account administrator can't fix.
  • The location app is garbage, in my opinion, you can't use FindMyiPhone since likely you've disabled iCloud services with the MDM.
  • In my experience, personal representatives are always leaving their clients, new ones are always assigned without alerting the customer.
  • In my opinion, the grace period for devices is too short, if your device is stolen and later found, you might not be able to enroll the same device with the same credentials.
  • IBM doesn't re-use Maas360 licenses, in my experience, you are forced to buy new ones while paying for the old ones that can't be taken off your bill. I've never had this issue resolved and it's the main reason for my review.
  • Decrease in customer support quality in my experience
  • Had wrongful overages on company bill
  • No communication between tech support and accountant rep
The initial setup does work by itself, but any troubleshooting for resolving basic issues is a hassle.

Do you think IBM Security MaaS360 delivers good value for the price?

Yes

Are you happy with IBM Security MaaS360's feature set?

Yes

Did IBM Security MaaS360 live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of IBM Security MaaS360 go as expected?

No

Would you buy IBM Security MaaS360 again?

No

Wandera, IBM Security MaaS360 with Watson
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.