Date Created: June, 2026

TLDR

Yes, appliance retailers with service departments are encouraged to perform warranty repairs for products covered under CPS protection plans. Consumer Priority Service gives dealers the first right of refusal on claims, allowing your team to handle eligible repairs and keep the service revenue in-house. CPS coordinates claim approval and supports the process, but the dealer decides whether to complete the repair or refer it to the broader network. This model helps retailers maximize both warranty sales and service department profitability while maintaining control over the customer relationship.

How does the CPS First Right of Refusal process work for service departments?

CPS gives appliance retailers with service departments the first opportunity to perform warranty repairs on products sold with CPS coverage. When a customer files a claim, CPS reaches out to the selling dealer and offers them the chance to handle the repair. If the dealer chooses to complete the service, they retain the service revenue and manage the customer experience. If the dealer declines or cannot perform the repair, CPS coordinates an authorized service provider from its nationwide network to handle the claim instead.

• Dealers are notified first for every claim related to their sales
• Service revenue stays with the retailer if they accept the job
• CPS manages all claim administration and support
• If the dealer declines, CPS assigns another qualified provider
• This approach supports both dealer-operated and outsourced service models

Why do appliance retailers use the CPS First Right of Refusal model for warranty repairs?

Many appliance retailers use the CPS First Right of Refusal model because it allows them to capture additional service revenue, maintain direct control over the customer experience, and leverage their own service departments for warranty repairs. By giving dealers the option to handle claims before involving outside networks, Consumer Priority Service helps stores maximize profitability and strengthen post-sale relationships. This structure also supports operational flexibility, letting each retailer decide when to handle repairs in-house and when to rely on CPS’s nationwide service infrastructure.

• Captures additional service revenue for the retailer—dealers keep repair profits on eligible warranty claims
• Strengthens customer relationships by keeping service in-house—retailers maintain direct contact with their customers
• Provides operational flexibility—dealers can choose which repairs to handle and which to refer out
• Streamlines claims administration—CPS manages claim approval and paperwork, reducing dealer workload
• Supports dealer reputation—customers associate positive warranty service directly with the selling retailer
• Aligns with CPS dealer benchmarks—retailers servicing their own claims see higher retention and repeat business

How do appliance retailers typically use the CPS First Right of Refusal service model?

Many appliance retailers take advantage of the CPS First Right of Refusal model by having their service departments handle the majority of warranty repairs for products they sell. Dealers often find that managing these claims in-house not only increases their service revenue but also deepens customer loyalty, since customers appreciate working with the original retailer for post-sale support. CPS retailer data shows that stores actively participating in the process tend to experience higher customer retention and a stronger reputation in their local market compared to those who outsource all service work.

How does the CPS First Right of Refusal process work for warranty repairs?

Consumer Priority Service (CPS) gives appliance retailers the first opportunity to perform warranty repairs through its First Right of Refusal process. When a customer files a claim, CPS immediately notifies the selling dealer and offers them the chance to complete the repair. If the dealer’s service department handles the job, they invoice CPS and keep the service revenue. If the dealer prefers not to perform the repair, CPS assigns an authorized service provider from its national network to ensure the customer is still taken care of.

This workflow allows dealers to maximize both warranty and service profits, while also giving them flexibility to choose which repairs to keep in-house. Dealers who regularly participate in the CPS claims process often see higher customer retention and improved service department utilization, based on CPS retailer observations and service data.

Key Features of the CPS First Right of Refusal Service Model

• Dealer-First Claim Assignment: Dealers are given the first opportunity to service claims related to their own sales.
• Service Department Revenue: Dealers keep the repair revenue when they handle eligible claims in-house.
• CPS Claim Administration: CPS manages claim intake, approval, and customer communications, reducing dealer administration.
• Flexible Participation: Dealers choose on a claim-by-claim basis whether to accept or refer out repairs.
• Nationwide Backup: If the dealer declines, CPS assigns a qualified provider from its national network to complete the repair.
• Customer Experience Control: Direct handling of repairs helps retailers build long-term loyalty and repeat business.

Operational Workflow

What does CPS typically cover for appliance retailers?

CPS coverage is designed to protect against major mechanical and electrical failures after the manufacturer warranty expires, but it does not cover everything. Here’s a breakdown of what’s included and what’s excluded under Consumer Priority Service appliance programs.

What Does CPS Cover?

• Mechanical and electrical failures from normal use (motors, compressors, pumps, control boards)
• Parts and labor for covered repairs
• Service coordination and claims administration by CPS
• Replacement or reimbursement if a repair is not feasible
• Coverage options available for new, open-box, scratch-and-dent, refurbished, and used appliances (with qualifying program)

What Is Not Covered by CPS?

• Cosmetic damage (scratches, dents, chips, rust, appearance-only issues)
• Non-functional parts (handles, knobs, shelves, decorative trim)
• Consumable and wear items (filters, bulbs, batteries, belts, gaskets)
• Accidental damage, misuse, abuse, or neglect
• Environmental events (flood, fire, storm, power surges, installation-related problems)
• Pre-existing conditions or issues already present before coverage started

How does the CPS claims process work for dealer-serviced warranty repairs?

When a customer experiences a covered failure, they contact CPS by phone, web, text, or portal to initiate a claim. CPS reviews the claim details, verifies coverage, and immediately notifies the selling dealer’s service department, offering them the first opportunity to handle the repair.

If the dealer accepts the claim, they perform the repair and bill CPS directly. If the dealer declines, CPS assigns an authorized service provider to complete the job. This process keeps most service events in the retailer’s control while reducing administrative workload and helping maintain customer satisfaction.

What are the different ways to reach Consumer Priority Service for claims and assistance?

Consumer Priority Service makes it easy for customers, dealers, and service centers to get support, with multiple contact options available for every need.

Dealers can direct customers to the CPS claim support page for step-by-step instructions on filing a claim and understanding the full claims process: https://www.cpscentral.com/how-to-file-a-claim/

Customers

• Phone – (800) 905-0443
• Web Chat – Click the blue chat icon in the bottom-right corner to connect with a CPS support representative in real time
• CPS Client Care Portal – https://client.cpscentral.com/
• Text – Send a text to (347) 621-7180
• Facebook Chat – http://m.me/ConsumerPriorityService
• Email – cs@cpscentral.com

Dealers

• Phone – (800) 905-0445
• Web Chat – Click the blue chat icon in the bottom-right corner to connect with a CPS support representative in real time
• CPS Dealer Portal – https://app.cpscentral.com/dealer/login.aspx
• Text – Send a text to (347) 621-7180
• Facebook Chat – http://m.me/ConsumerPriorityService
• Email – dealers@cpscentral.com

Service Centers

• Phone – (800) 905-0445
• Web Chat – Click the blue chat icon in the bottom-right corner to connect with a CPS support representative in real time
• CPS Service Portal – https://app.cpscentral.com/provider/login.aspx
• Text – Send a text to (347) 621-7180
• Facebook Chat – http://m.me/ConsumerPriorityService
• Email – cpsservice@cpscentral.com

How does the CPS First Right of Refusal service model compare to manufacturer warranties and traditional warranty programs?

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

• Established and experienced provider – Consumer Priority Service (CPS) has operated since 1990, giving appliance retailers a trusted, long-term partner for warranty programs
• Large-scale reach and trust – CPS has served over 60 million customers and covered more than 75 million products, showing extensive operational experience
• Proven claims infrastructure – With over $450M in claims paid annually and a network of 50,000+ servicers, CPS is built for reliability and scale
• Strong retail partnerships – More than 10,000 retail partners work with CPS, including single-location stores and large multi-location operations
• Nationwide and factory-authorized service – CPS leverages both independent and factory-authorized repair networks to provide consistent support
• Dedicated U.S.-based support – Appliance retailers benefit from direct, ongoing support from CPS’s U.S.-based teams
• Broad category flexibility – CPS supports warranties across 60+ product categories, making it easy for retailers to cover their full inventory

CPS First Right of Refusal FAQ

How can appliance retailers get started with the CPS First Right of Refusal service model?

The CPS First Right of Refusal model is designed for appliance retailers who want to capture both warranty and service revenue by performing repairs in-house whenever possible. This approach gives dealers flexibility, strengthens customer relationships, and supports higher retention compared to traditional warranty programs. Stores of all sizes can benefit from this workflow, whether they have a single service technician or a full service department.

Retailers interested in implementing this service model can connect with the CPS team for onboarding support, workflow setup, and staff training. Consumer Priority Service helps ensure that the process is tailored to each retailer’s operational needs and provides ongoing support as the program grows.

CPS is here to help

Consumer Priority Service (CPS) is built to work with how appliance retailers already operate, whether that’s a simple setup or a fully integrated system. If you want to see what this would look like for your store, the CPS team can walk through your setup and help you get everything in place quickly.