This is new. Hopefully a sign of better tracking or perhaps outsourced support to handle the demand? I sure hope so because even once you have your phone working/restored there are so many unanswered questions and it seems like is is extremely difficult to get refills processed and even know if they were processed and see any indication of it on it on RPM dashboard. I hope this will help turn things around quicker and allow other support staff to focus on bigger issues to streamline the service.
Jira Service Desk seems to be a software platform by Atlassian. It doesn't necessarily mean that customer service is being outsourced, but does indicate an intent to organize & track service requests. (It could be used by existing CN staff, or the entire workflow could be outsourced.) Either way, it should be a better option than a pile of emails in an inbox. (Of course, at this point the first step in using Jira would be to transfer the request form the email inbox to Jira......)
Jira is a pretty good help desk platform, and Atlassian a well-respected service provider. My company is looking at switching to a portion of the Atlassian suite in the hopefully near future, and I - as the long-standing advocate of some of what we'd be replacing - am delighted.
It may well be. I didn't like what I saw with CellNUVO from the beginning when R+ refugees discovered it and shared the possibility of a so called "free" replacement to R+.
But the thing that really turned me off were all the problems people were reporting. If there were not so many negative experiences reported, not just recently, but from before, I wouldn't have formed a negative impression of the company.
If the vast majority of comments become positive as in things working smoothly, logically, as expected and without bugs, and that problems get fixed quickly, and there is something like 6+ months of stability, then my own comments would turn more positive. That does not mean I would become a customer because all that swiping is not worth my time.
Good that you understand the difference between possible improvements and actual results. That's not often the case with you and moreso many others.
No not everything was bad with R+. But both R+ and CellNUVO were / are bad in more ways than they are good and they're a far cry from averagely run companies. I find it difficult to choose which company is worse. R+ which was delusional about it's business model or CellNUVO which is completely apathetic to losing customer's numbers including permanently and service for 2 months or more.
But maybe what is worse are the "eternally optimistic" cheerleaders and hopeful spinners who readily believe dialer apps are on their way, unlimited plans were taken away from us by big bad Sprint, and that deals were about to be signed with major MVNOs, also taken away from genius Karl by big bad Sprint.
I read the CN forums here for months before signing up, and in the months since signing up. I also so no instances of widespread problems with anything other than the swiping app-- and most of those were very short-term, with credit being added retroactively. A few glitches with phones not being set up properly, data issues, etc.-- but that happens with any carrier, including the big 4. Assistance always took a few days longer, but seemed less frustrating than some reports I've seen from much larger MVNOs, or even prepaid branches of the big 4..
Swiping seemed like a 'gimmick' to me at first, but once I looked at cash rates, that concern went away. And to my surprise, earning my silver was far easier than I expected it to be.
Frankly, I have no problem understanding why some would never trust CN after this issue. I don't understand why some made up their minds far in advance of any major issue that the company was shady in any way. With risks that happen with any small MVNO, sure. With additional risks due to relying at least in part on an outside party as part of revenue production, sure.
Since I think the idea of considering CellNUVO as "shady" in advance of their major issue, is being attributed to me, that is not the descriptor I would use nor the assessment I made.
After reviewing their website and what reviews I could find about them, I did not consider CellNUVO professional enough to provide a reliable product and service.
That assessment was borne out, spectacularly so in my opinion, over the last two months and still continues to be. What has happened, how they have dealt with it, and how they have communicated, is not normal. It is wrong to try to normalize it.
Since that was who they were before the major issue, and it is who they were during the issue and who they remain even now, there is good reason to conclude that this leopard will not change it's spots.