Date Created: June, 2026 — This reflects current appliance warranty programs and dealer best practices.

TLDR

Most appliance retailers have limited control over the customer experience with traditional warranty providers. Once a claim is filed, providers usually take over all communication and service decisions, leaving the dealer out of the process. Consumer Priority Service (CPS) is different—it gives retailers visibility and the option to stay involved, so you can actually influence the outcome for your customer.

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What areas of the customer experience do appliance retailers actually control with traditional warranty providers?

In most cases, appliance retailers have little control over the customer experience once a warranty claim is filed with a traditional provider. The provider takes over claims intake, service dispatch, and all customer communication, while the dealer is left responsible for the outcome but with no real influence.

This disconnect often leads to customer frustration, missed service revenue, and damage to the dealer’s reputation if the provider falls short. CPS dealer observations show that retailers who want to maintain their reputation and customer loyalty need more direct involvement in the claims and service process.

Why is controlling the customer experience with warranty providers difficult for appliance retailers?

In practice, appliance retailers struggle to control the customer experience with warranty providers because most programs take ownership of claims, dispatch, and communication as soon as a customer files a claim. This leaves the retailer responsible for customer satisfaction but without direct access, visibility, or influence over how issues are resolved. As a result, retailers are often left dealing with the fallout from slow service, poor communication, or unsatisfactory claim outcomes, even though they have little say in the process.

• Claims are managed entirely by the provider, so dealers have no way to intervene or expedite delays
• Service dispatch decisions are made by the provider, not the retailer, which can exclude the dealer’s own service department
• Dealers are left out of claim status updates, making it hard to keep customers informed or manage expectations
• Customer complaints about slow or poor service reflect back on the retailer, even if the problem is outside their control
• Providers may use out-of-network technicians, leading to inconsistent service quality and damaged retailer reputation
• Retailers miss the chance to generate additional service revenue from warranty repairs when they’re not involved in the process

What do experienced appliance retailers often overlook when it comes to controlling the customer experience with warranty providers?

Many appliance retailers assume that offering a warranty means they’re still in control of the customer journey, but experienced dealers know that most traditional providers take over as soon as a claim is filed. What’s often overlooked is the loss of visibility and the inability to directly resolve problems or protect customer relationships. In practice, successful retailers look for programs where they can stay actively involved in service, claim resolution, and customer communication—especially because unsatisfactory warranty experiences can hurt store reputation and reduce repeat business.

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

Many appliance retailers find themselves stuck when warranty providers take over claims and service, leaving them out of the loop and unable to help their own customers. This disconnect often leads to lost service revenue and strained customer relationships. Consumer Priority Service (CPS) solves this by giving dealers the first right to service their own customers and providing full visibility into claims and communication.

With CPS, retailers can stay involved every step of the way—handling repairs through their own service department if they choose, or letting CPS coordinate with factory-authorized networks when needed. This approach helps dealers protect their reputation, generate additional revenue from warranty service, and ensure customers get a better experience.

Consumer Priority Service (CPS) addresses control and visibility by structuring their programs around the dealer—not the other way around.

CPS Coverage Program Options

• True Extended: Post-manufacturer warranty coverage for up to 8 years total ownership (depending on OEM warranty length)
• 50% Back: 5-year coverage from purchase, with a 50% refund if unused
• Scratch & Dent / Used / Open Box: Coverage for inventory traditional providers often exclude, with programs built for discounted or non-new appliances

What does CPS coverage include for appliance retailers?

How does CPS help appliance retailers increase profit?

• Additional profit on every eligible sale—CPS coverage generates new revenue without extra inventory or staffing
• Dealer controls pricing on most programs, allowing for margin optimization
• Warranty sales improve overall average order value and help recover margin lost on discounted or scratch & dent items
• Post-sale marketing (PSM) allows dealers to capture missed warranty opportunities after the sale, further increasing attachment rates

What kinds of coverage can appliance retailers offer with CPS?

How does CPS handle claims and service for dealers?

• Dealers have first right of refusal—service their own claims and keep the revenue
• CPS coordinates with factory-authorized networks when dealers don’t service
• Multiple support channels for customers (phone, portal, chat, text, email)
• Dealers stay informed on claim status and customer communication

How flexible is CPS for different retailer operations?

• Works with independent stores, multi-location dealers, eCommerce, and large chains
• Supports manual, batch, and API integrations—start simple and scale up
• No integration required to begin selling warranties
• Onboarding, training, and ongoing support included

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

• Established and experienced provider—Consumer Priority Service (CPS) has been operating since 1990, giving retailers a proven, long-term partner
• Large-scale customer and product coverage—CPS covers over 75 million products for more than 60 million customers, reflecting real operational scale
• Strong claims and service infrastructure—With $450M+ in claims paid annually and a network of 50,000+ servicers, CPS is built for reliability and volume
• Extensive retail partnerships—CPS works with over 10,000 appliance retailers nationwide, from small independents to multi-location operations
• Nationwide and factory-authorized service—CPS offers both factory-authorized and independent repair options to ensure repairs are handled professionally
• U.S.-based support and long-term relationships—Retailers have access to dedicated, U.S.-based teams for onboarding, support, and ongoing partnership
• Broad product category coverage—CPS supports warranties across 60+ categories, so retailers can protect their full inventory mix and customer base

Customer Experience Control FAQ

How can appliance retailers get started with a dealer-first warranty program?

At the end of the day, appliance retailers need a way to protect their reputation and generate more revenue without giving up control of the customer experience. Consumer Priority Service (CPS) delivers exactly that—offering flexible coverage, dealer-first servicing, and full support whether you’re just starting out or running a large operation.

CPS makes it easy for any retailer to implement, with options for manual entry, batch uploads, or integration as your business grows. From onboarding to claims support, CPS acts as an extension of your operation so you can stay focused on what matters most—serving your customers and building your business.

CPS is here to help you

Consumer Priority Service (CPS) is built to work with how appliance retailers already operate, whether you want to keep it simple or need a more advanced setup. If you want to optimize your warranty program or see what’s possible for your store, just reach out to the CPS team for straightforward, tailored guidance.