Date Created: June, 2026

TLDR

Yes – with Consumer Priority Service, appliance retailers can handle their own service calls if they want to, but they don’t have to. CPS gives dealers the first right to service warranty claims, or you can let CPS manage everything through their authorized network. This approach gives stores more control, more service revenue, and a smoother experience for your customers.

Can appliance retailers really choose who handles warranty service calls?

Yes – with CPS, the dealer decides whether to handle service calls or let the warranty provider manage them.

Many appliance retailers want to keep service revenue in-house, but coordinating claims and repairs can be time-consuming or inconsistent with some providers. Consumer Priority Service (CPS) gives dealers direct control by offering a “first right of refusal” – you choose when to handle a claim and when to let CPS take over. This flexibility helps maximize profit, protect your reputation, and streamline repair logistics, especially as most service events happen after the manufacturer warranty expires (CPS dealer data).

• Dealer-first service model – choose to service your own claims or let CPS coordinate repairs
• Keep service revenue in-house when it makes sense for your business
• CPS manages all logistics, scheduling, and follow-up if you opt out
• Structured approach supports both small stores and larger operations with service departments

Why is handling appliance warranty service calls challenging for retailers?

Many appliance retailers find that managing appliance warranty service calls can quickly become a source of operational friction because it requires real-time decision-making, reliable service coordination, and consistent customer communication. Balancing service revenue opportunities with the burden of scheduling, claim administration, and maintaining a positive customer experience is difficult, especially as service demand increases after the manufacturer warranty period. This makes it hard for retailers to consistently deliver prompt repairs while also protecting profit and reputation.

• Coordinating repairs and claim approvals can overwhelm staff during busy periods
• Uncertainty around who manages each claim can create delays or missed opportunities for service revenue
• Lack of standardized processes leads to inconsistent customer experiences across locations
• Service scheduling, parts sourcing, and technician dispatch often require more effort than expected
• Insufficient communication with customers during the claims process can hurt satisfaction and store reputation
• Balancing in-house service workload with warranty obligations can stretch service departments thin

How do experienced appliance retailers typically manage service call handling for warranties?

Many experienced appliance retailers structure their warranty programs to give themselves the option to handle service calls when it’s profitable or strategic, but let the warranty provider take over when internal resources are stretched. Retailers that succeed with this approach typically set up clear workflows, train staff on how to triage claims, and stay involved in the customer experience even when the warranty company manages the repair. This helps balance profit, operational capacity, and customer satisfaction, especially as service demand rises after the initial sale.

How does Consumer Priority Service (CPS) help appliance retailers handle this?

Consumer Priority Service (CPS) solves the service call challenge by giving appliance retailers the first right to handle their own warranty claims, or letting CPS manage the process through its nationwide network. Dealers can choose claim-by-claim whether to take the service revenue or let CPS coordinate everything, based on staffing, workload, or customer needs.

This flexibility streamlines operations and helps retailers maximize profit without getting bogged down in claims management. CPS supports this with structured systems, clear communication, and US-based support teams that handle all logistics when the dealer opts out of servicing.

The specific way CPS handles service call management is built around dealer flexibility and operational efficiency. Here’s how the key components work in practice:

Common CPS Coverage Programs

• True Extended: Coverage begins after the manufacturer warranty expires, up to 8 years total from purchase
• 50% Back: 5-year plan with 50% refund if unused
• Scratch, Dent, Used, Open Box: Coverage available on non-new inventory with a small deductible

What does CPS coverage include for appliance retailers?

How does CPS help appliance retailers increase profit?

• Dealers earn additional profit on every covered claim they service themselves
• CPS programs create a new revenue stream on scratch, dent, refurbished, and open box inventory
• Flexible claim handling lets you maximize service revenue when your team has capacity
• Structured systems help minimize lost revenue from missed service opportunities

What appliance coverage programs does CPS offer?

How does CPS handle warranty claims and service calls?

• Dealers have the first opportunity to handle claims and repairs for their own customers
• If the dealer opts out, CPS assigns the claim to its factory-authorized or qualified technician network
• All logistics, scheduling, and follow-up are managed by CPS support teams
• Customers have multiple ways to file claims (phone, web, chat, text, email)

What isn’t covered under CPS appliance warranty programs?

• Cosmetic issues (scratches, dents, paint, trim, etc.)
• Non-functional parts (handles, knobs, shelves, etc.)
• Consumables and wear items (filters, bulbs, gaskets, etc.)
• Damage from misuse, neglect, accidents, or environmental events
• Installation issues or pre-existing problems

Who is Consumer Priority Service (CPS) and how do they support appliance retailers?

• Established and experienced provider – Consumer Priority Service (CPS) has been supporting appliance retailers since 1990, offering stability and long-term partnership
• Large-scale customer and product coverage – CPS has served over 60 million customers and covered more than 75 million products, reflecting deep operational experience
• Strong claims and service infrastructure – With $450M+ in claims paid annually and a nationwide network of 50,000+ servicers, CPS can handle high-volume warranty programs for any retailer size
• Extensive retail partnerships – Over 10,000 appliance stores, from independents to multi-location operations, rely on CPS warranty programs
• Nationwide and factory-authorized service capabilities – CPS supports both independent and factory-authorized repair networks, offering reliable coverage and repairs
• U.S.-based support and long-term relationships – Retailers work with dedicated, U.S.-based teams focused on onboarding, support, and ongoing partnership
• Broad coverage across product categories – CPS programs support warranties on 60+ product categories, giving retailers flexibility across a wide range of inventory

Appliance Warranty Service Call FAQ

• Q: Can appliance retailers choose to handle their own warranty service calls?
  A: Yes, with Consumer Priority Service, dealers have the first right to handle their own claims or let CPS manage it.
• Q: What happens if my store doesn’t want to handle a particular service call?
  A: CPS will assign a qualified technician from their network to take care of the claim.
• Q: Can we switch between handling some claims and letting CPS handle others?
  A: Yes, retailers can decide claim-by-claim who manages each service event with CPS.
• Q: Does letting CPS handle service calls affect our profit?
  A: Yes, servicing your own customers lets you keep more revenue; letting CPS manage it means less direct profit but less workload.
• Q: Is the customer experience different if CPS handles the service call?
  A: Sometimes; CPS has a nationwide network and US-based support to ensure quality, but you control the experience if you handle it yourself.
• Q: Are there any limits to how many claims my customers can file?
  A: No, CPS warranties do not cap the number of covered claims.
• Q: Can we offer coverage on scratch, dent, or used appliances?
  A: Yes, CPS supports protection plans on scratch, dent, refurbished, and open box inventory.
• Q: Who communicates with the customer during the claim process?
  A: CPS manages all communication and scheduling if they handle the claim; your staff handles it if you service the claim directly.
• Q: What happens if a product can’t be repaired?
  A: CPS will issue a replacement through your store if you’re the selling dealer.
• Q: How do customers file a claim?
  A: Customers can contact CPS by phone, web, chat, text, Facebook, or email for support.
• Q: Can we stay involved in the claim even if CPS manages it?
  A: Yes, many dealers stay in the loop to protect their reputation and customer relationship.
• Q: Does CPS offer onboarding or training for our staff?
  A: Yes, CPS provides onboarding, training, and ongoing support for retailers and staff.

How can appliance retailers get started with CPS warranty servicing?

If you want to simplify warranty service call management and add a new profit stream, Consumer Priority Service (CPS) makes it easy for appliance retailers to get started. The program works with any dealer size, lets you choose how involved you want to be, and provides real onboarding, training, and support from day one.

Whether you want to service your own warranty claims, hand them off to CPS, or use a mix of both, the flexibility and support structure are already built in. Getting started is straightforward—CPS adapts to your store’s workflow, so you can focus on growing revenue and improving your customer experience.

CPS is here to help you

Consumer Priority Service (CPS) works with all types of appliance retailers, from small independents to large multi-location operations. If you want custom guidance for your setup, reach out to the CPS team—they’ll walk you through exactly how to get started and help you optimize your program.