OUR CUSTOMER SERVICE EARNS 9TH STRAIGHT J.D. POWER AWARD

Consumer Cellular has been honored with our ninth consecutive award from J.D. Power for being “#1 in Customer Service among Non-Contract Value Wireless Providers.”

Across all channels in J.D. Power’s 2020 U.S. Wireless Customer Care Performance Study—Volume 2, Consumer Cellular earned a cumulative score of 871 out of a possible 1,000 points—the highest score of any carrier in any segment. Other carriers in the Non-Contract Value segment had an average score of 799.

The study ranks providers across 12 different customer care channels including over the phone; in-store contact; online chat; email; social media postings; automated telephone systems; website search; and others.

J.D. Power has been bestowing its nationally recognized awards for quality in multiple industries for more than 50 years. The data-driven insights its studies provide help drive continuous improvements in products and services for companies in technology, the automotive industry, insurance, healthcare, financial services and more.

Though we’ve been chosen number one by J.D. Power eight times previously, this award is especially important to us as it reflects on our performance during a time when both we, and our customers, were adapting to the challenges presented by the COVID-19 pandemic. At the same time that our team was rapidly adopting new procedures to remain safe, we still managed to keep serving our customers at the highest level at a time when you needed us most.

The recognition from J.D. Power is just the latest in a long line of accolades Consumer Cellular has received for our 100% U.S. based customer support. Last fall, we were named as having “America’s Best Customer Service” in the Mobile Carriers and Telecommunications category by Newsweek based on feedback from more than 20,000 customers nationwide.

To be recognized by our customers even once is a tremendous reward. But to be recognized nine times in a row truly puts us on cloud nine! Thank you—and rest assured we’ll be working extra hard to make sure we get trophy number ten.

30 Thoughts on "OUR CUSTOMER SERVICE EARNS 9TH STRAIGHT J.D. POWER AWARD"

  1. Nellie Curran says

    Until recently I have been very happy with the service in my area. Lately it has become very spotty and unreliable. I tried calling and after waiting 15 minutes when the agent came on line she couldn’t hear me and hung up. I had the sim card replaced a couple of weeks ago, but the service is still not what it used to be. What has changed?

    reply to Nellie

    • Hi Nellie, thanks for your post. Reviewing your account, I’m seeing that you were able to get through and get some assistance with the service on your phone and it looks to be cleared up. If you’re continuing to have trouble, give us a call at 800-686-4460 or you can also chat with one of our agents here.

      reply to Jacob

  2. Alan says

    I just switched from straight talk because they’re upgrading their system and could not use my current phone because it wasn’t compatible with their new update and I did not want to change phones s so I went to Consumer Cellular I’ve only had it a few days but it is working great it’s just as good if not better than straight talk I would highly recommend this service to anyone I’m very happy so far keep up the good work Consumer Cellular

    reply to Alan

  3. ADS says

    I just switched from straight talk because they’re upgrading their system and could not use my current phone because it wasn’t compatible with their new update and I did not want to change phones s so I went to Consumer Cellular I’ve only had it a few days but it is working great it’s just as good if not better than straight talk I would highly recommend this service to anyone I’m very happy so far keep up the good work Consumer Cellular

    reply to ADS

  4. Tom says

    I tried to steer a friend to Consumer Cellular and she declined because she couldn’t find any information about a hotspot. I scoured the CC website for hotspot and came up empty. I Googled “hotspot on Consumer Cellular” and the most recent hit was from an article in 2016. Why is it so difficult to find out about the features on Consumer Cellular, like hotspot, Visual Voicemail, WiFi Calling, etc.?
    Why does one have to call or chat with Consumer Cellular to enable these features? Isn’t your customer service busy enough with technical issues? Why aren’t these features, especially hotspot, enabled from the start? Why does the elderly couple on the login page have their wedding rings on their right hands? I like Consumer Cellular, but I wish it was easier to convince others to sign up.

    reply to Tom

  5. Vic Y says

    Just finished getting some problems solved by Seth on your Help Desk. I was really at my wit’s end and had your webpage – and T-Mobile’s – open, looking at their plans while waiting for help.
    The voicemail function wasn’t working on my new iPhone SE, and we had connectivity problems with both phones on vacation down in the SC beaches.
    Seth listened to my description of the problems and immediately started solving them one at a time.
    In short order, my voicemail was working like normal and I had instructions on what to do for connection problems next time.
    He was a real life saver (and a customer saver) and deserves recognition.
    Thank you Seth!

    reply to Vic

  6. Gladys McGownd says

    I need an address to mail my payment into.

    reply to Gladys

  7. SANDY MAUTZ says

    WHY DID TPUHE PRICE GO UP??

    reply to SANDY

    • Nicole at Consumer Cellular says

      Hi Sandy, we haven’t had any changes to our plans recently. If you have a question about your billing, I recommend giving us a call at 888-345-5509 or chatting with us here.

      reply to Nicole

  8. Russell Lawrence Wells says

    Been a customer for several years. Your Customer service usually is good. Today 9/28/2020 @8:30AM waited 30 min. Ahh Coved 19 is no longer an excuse for lack of support. Come on, step up and show why you earn all the awards. My time is just as valuable as yours.

    reply to Russell

    • Nicole at Consumer Cellular says

      Thank you for taking the time to post, Russell. We understand that the wait times are frustrating for our customers, and we are diligently hiring and training new agents to get this resolved for our customers, while ensuring the health and safety of our employees. This process can take time because we want to make sure our agents are properly trained to provide the best customer service possible, and we appreciate your patience during this time.

      reply to Nicole

  9. Bruce W Kiefer says

    I received and attempted to activate my new iPhone 11 after transferring content from my iPhone 6. Went to my account. Clicked on
    “activate” and iPhone 11 did not activate. But, iPhone 6 deactivated. Now I’m being told to call a number…HOW??
    Tried “chat” but site says chat not working now. How do I get my iPhone 11 activated when I cannot call on either phone. This is not “award winning” customer service. I have been a customer for many years. Contemplating a change…

    reply to Bruce

    • Nicole at Consumer Cellular says

      Hi Bruce, I see that you were able to get this resolved with one of our agents. If you need any further help, you can call us at 888-345-5509 or chat with us here.

      reply to Nicole

  10. deborah yundt says

    It seems as if Target is no longer going to carry the Doro 7050, as it is no longer on their web site. Is Consumer Cellular going to carry a new Doro phone?

    reply to deborah

  11. Tom Cannon says

    I called Consumer Cellular because I locked my phone out of being able to use the virtual keyboard. I was only trying to turn off the microphone and it effected other functions as well. I could not enter a name into my contacts search, respond to a text message or enter anything else that required a textual entry…very frustrating. The kind customer service agent was very patient and walked me through several steps inorder to resolve this problem…which SHE DID!!!

    I have nothing to say but good things out of the service I have gotten from Consumer Cellular.

    Continue the excellent work.
    Tom

    reply to Tom

  12. Suzanne Booker says

    I upgraded my phone but there was NOTHING ON THE PHONE BOX OR IN THE PAPER WORK WITH AN ACTIVATION CODE. AS A MATTER OF FACT NONE OF MY PHONES EVER CAME WITH ANYTHING TAPED TO THE BOX WITH AN ACTIVATION CODE.

    reply to Suzanne

  13. Keri & Brent Henrikson says

    First phone got broken ,not covered, second phone got coverage, lost phone, still not covered. My daughter has a I phone and insurance, she lost it and it was replaced. I would of been better off get that.

    reply to Keri

    • Nicole at Consumer Cellular says

      Thank you for taking the time to post, Keri and Brent. Our protection plans cover accidental damage, such as drops or breaks, and any mechanical failures outside of the manufacturer’s warranty period, but loss or theft is not covered. If your daughter’s iPhone was covered for loss or theft, then that would depend on the protection plan that she purchased for her phone.

      reply to Nicole

  14. loretta waltemeyer says

    On hold 31 minutes b4 I had to hang up!! Two days ago on hold over 20minutes!! You call that good service?
    You texted me to call you, when I finally got through to a person they didn’t know why someone told me to call!!!

    reply to loretta

    • Hi Loretta, thank you for your post. I’m sorry to hear about what happened with this. Checking your account, I’m not seeing anything that is asking that we contact you or to have you contact us so I apologize for the frustration that this caused. We do appreciate your patience during this busier than normal time. We are currently in the process of hiring and training more agents to help with this issue. If you do need further assistance, please feel free to give us a call back at 800-686-4460 or you can also chat with us here.

      reply to Jacob

  15. Joe Barbour says

    I want to welcome the new man in charge Mr Evans. I would like ot know if there is any chance that you will make it so that any customer of CC can enter a contest and not have to have something like facebook ect to enter. Every one that pays there bills should be able to enter to win a contest. We are all CC customers please let us all be treated equal.I have asked this about 3/4 times never receive a reply from any one. I hope that I hear something from you. It would only be fair to have every one treated the same. Thank you very much and welcome to CC Joe Barbour

    reply to Joe

  16. William says

    Long time customer. Service is good and have rarely used customer service. I assume a call back option from customer service would keep folks from being on hold longer than they may like. My only complaint is the data billing plan increment of 500MB to 3GB . At a minimum please consider a 1MB to 3MB increment.

    reply to William

  17. John Edward Bova says

    Does Consumer Cellular have a parent company? My company gives discounts to certain phone companies, and I am trying to get that. Please respond back. Thank you. Loyal customer for 3 years.

    reply to John

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