I have managed multiple relationships with Apple business and the only thing I can think you could possibly be talking about is having a local store reserve devices for you to buy.

As far as identifying a bug in the software and getting it fixed, or requesting a feature, you run into a brick wall. Taking that feedback from customers is not the Apple way. This is why there is a market for third party MDM companies in the first place.

By excellent, you mean excellent at not being able to talk to someone about your real world problem and need to rely on your linkedin contacts to find someone to talk to?

Relative to what? The top comment in this thread is a 3-person chain explaining how their B2B accounts were locked with no communication or recourse.