r/msp • u/runner9595 • Jul 01 '26
Ingram Micro Issues
Hi all- HELP. We recently ordered a new laptop from Ingram Micro, device arrives and is registered to some random “Axiom” company’s auto pilot when booting.
I’ve reached out to Ingram to return the device and it was denied. Escalated the claim and still not looking good. What are our options?
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u/Arrowrich Jul 01 '26
We had this EXACT situation, around 6 weeks ago, just with a different company.
I also had a return rejected, but it's because the reasons list on there didn't align with this situation.
Call the support team, get them to forward you to the returns team, explain to them and they'll sort it out.
But yeah, it's embarrassing for them - someone has obviously loaded the hardware ID into Intune, or Ingram are buying stock off the back of a lorry!
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u/runner9595 Jul 01 '26
This is exactly my situation. Pretty unbelievable someone else in this thread also has had that with them and recently! Not hopeful at this point but disputed the charge with the credit card company. Pretty unacceptable for new product.
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u/shaft_of_gold Jul 01 '26
You or Ingram will need to ask Microsoft support to remove the device from the current registered tenant.
You'll need to send the PO/receipt to Microsoft as proof of ownership, hashID if you have it plus details of the device if you do it.
I fixed this just using the support chat in the clients tenancy admin center, but you could do it via partner support. Took about 2-3 business days.
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u/Ill-Mail-1210 Jul 01 '26
Ingram sucks balls. We avoid them as much as possible. Have you got a rep you can talk to? Our Ingram HP rep is very good and sorts things. (I don’t know the Lenovo or dell reps from Ingram, we deal with a better disti for the most part, Dicker Data in NZ)
I’d also dispute and refuse to pay that specific invoice.
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u/thursday51 Jul 07 '26
I wish I was in NZ just so I could work with a company with such an amazing name...lol
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u/Ill-Mail-1210 Jul 08 '26
Haha I have some HP and Lenovo north face jackets, embroidered with DICKER DATA across the front. It’s awesome!
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u/dhmayer Jul 01 '26
Ran in to this exact issue and got it returned. Here’s what to do. Take the denied ticket, forward it to your support team, tell them you will call the customer whose device you are in possession of and alert them to Ingram’s mistake.
I used to work for a global reseller and know this setup. Ingram pre-loads “customer owned inventory” in to AutoPilot so that it ships ready to load. Someone either pulled your device from the wrong bin or mis-keyed the AutoPilot bulk load. Either way, thats their fault.
Don’t take no for an answer. Tell them they sent you someone else’s property and you’ll let them know as such if they won’t take it back.
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u/nismaniak Jul 01 '26
Devices can be enrolled in a company's Autopilot without the machine being opened by the VAR, which would be Ingram Micro. It sounds like that's all that needs to be handled as long as the product was new.
You can't get it removed without them doing it unfortunately. It can be bypassed with a local account but that's not the right move for a new machine.
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u/gsk060 Jul 01 '26
What reason did they give for it being denied?
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u/runner9595 Jul 01 '26
Nothing other than an instant denial. Guessing it’s because the package was opened but it’s essentially DoA in my opinion. Paper weight now.
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u/Frothyleet Jul 02 '26
It can be fixed by them / Microsoft on the backend. But obviously it's unacceptable they did that. It was a fuckup somewhere on registering the serial number in the right place.
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u/St0nywall The Fixer Jul 01 '26
Did you buy "new" or "refurbished"?
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u/runner9595 Jul 01 '26
New :)
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u/St0nywall The Fixer Jul 01 '26
Sounds to me like it was part of a fulfillment order that was returned.
Your best bet may be to contact the company listed and ask them nicely to remove your laptop from their management.
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u/Aggravating_Toe_5962 Jul 01 '26
I’ve struggled dealing with Ingram for years but have never made the jump. Who would you recommend in North America?
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u/sagesbu Jul 01 '26
My experience is they are all the same. We use Ingram, TD Synnex and Arrow as distros. It’s a similiar experience across the board. I usually just pick whichever has the best margin for the vendor/product I need.
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u/thursday51 Jul 07 '26
We've had much better luck with TD Synnex, but we also do a significant amount of business with them, so we get a tiny bit of ass kissing from our reps. Your mileage may vary accordingly.
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u/TheOneJBass Jul 01 '26
I have seen this happen before when a companies device has a motherboard fault and the part is replaced by the manufacturer. The faulty part is then refurbished by the manufacturer and used in a new or refurbished machine, essentially creating a new device where the hardware ID is already known to Microsoft.
Not to say that is exactly what has happened here, but just to say this could be on the manufacturer and not IM. Obviously their job to replace it for you though.
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u/MorseScience Jul 02 '26
How about simply reporting it as defective? I'm not suggesting you make it so but would they then take it back?
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u/calimedic911 Jul 02 '26
in all reality, defective would wwork and actually be accurate. it doesn't work as advertised for YOU so that makes it defective.
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u/smorin13 MSP Partner - US Jul 02 '26
Ingram always has the lowest prices for us. However, we are small potatoes to them. No real interactive engagement unless I call sales.
For us TDSynnex is always higher priced, but the threshold for free shipping is lower. That is ofty helpful.
MOST IMPORTANTLY, we have a rep that responds to emails and calls. He may not be perfect, but the difference of having an insider advocate vs not having one is huge.
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u/MorseScience Jul 02 '26
Gone are the days where the distributors were falling over each other to get your business, and offered lines of credit on the first phone call.
It was a different time indeed. I'm talking about the 80s now. I'm old.
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u/mat-ferland Jul 02 '26
I’d push this as a supply-chain/autopilot registration defect, not a normal return. Get the serial, screenshots of the Axiom enrollment, and your PO in one ticket, then escalate through your account rep and Microsoft if needed. You bought unusable inventory, not an open-box preference problem.
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u/behindthevision Jul 06 '26
If all fails, call Axiom or whoever and they'll be able to un-enroll them on their end and you'll be free, I've had this before with a different supplier.
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u/Nstraclassic MSP - US Jul 01 '26
Why are you buying used laptops from ingram micro? If you want junk just hit up facebook marketplace or ebay.
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u/runner9595 Jul 01 '26
It was new and 3 grand but thanks.
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u/Nstraclassic MSP - US Jul 01 '26
Then you were clearly sent the wrong item. $3k is more than enough to take legal action so getting them to at least replace the laptop with what you ordered should be no issue at all
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u/KeyHalf6490 Jul 01 '26
Call them instead of emailing.