We have been working with our SAM to attempt to schedule an update to V10 SP2 since May and have not yet been able to even get a date set! Has anyone else encountered this issue recently? I can understand being a month or so out for scheduling but taking this long just to get on the schedule is nothing short of complete failure from a support and customer service perspective.
It appears that since eCW is now expecting sites to use the APU tool to manage their own updates they have decided our updates are no longer their priority…. The kicker in our situation is that we have never used the APU tool and are in a multi-server environment so simply firing off the APU tool and seeing how it goes as our SAM has recommended is an unacceptable approach especially since we do not have a test environment to practice in.
With everything going on you would think that eCW would be working a little harder to take care of their customers. Unfortunately my experience so far has been the opposite.