Date Created: June, 2026

TLDR

When a warranty replacement is approved through Consumer Priority Service, the old appliance usually remains with the customer and does not need to be returned. CPS coordinates the replacement by working directly with the appliance retailer or dealer, streamlining the process for everyone involved. The customer is responsible for keeping, discarding, or recycling the old unit once a replacement is issued. This approach reduces hassle and helps appliance retailers provide a smoother customer experience while focusing on delivering the new product. CPS dealer observations show this method leads to faster resolution and improved satisfaction for both customers and stores.

CPS APPLIANCE WARRANTY PROGRAM

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What should appliance retailers expect when a warranty replacement is approved?

When a replacement is authorized by CPS, the old appliance stays with the customer rather than being returned to the manufacturer or warranty provider.

This means the customer either keeps, discards, or recycles the failed unit at their discretion, while the new appliance is delivered through the original selling dealer or an approved distributor. In practice, this keeps the process fast and avoids costly or complex return logistics for both the retailer and the customer.

• CPS coordinates the replacement directly with the selling dealer
• The customer does not need to ship or return the defective appliance
• Retailers can arrange local removal or recycling if desired, but it is not required by CPS
• This workflow minimizes delays and keeps customers satisfied
• According to CPS dealer feedback, handling replacements this way improves operational efficiency and simplifies post-claim service

What benefits does the CPS warranty replacement process provide to appliance retailers?

Appliance retailers benefit from the CPS warranty replacement process because it keeps things simple and efficient for both the store and the customer. By not requiring the defective appliance to be shipped back, retailers avoid unnecessary logistics, reduce service delays, and can focus on delivering the replacement quickly. This approach also improves customer satisfaction by providing a clear, straightforward experience. Many dealers find that this method supports better post-sale relationships and keeps operational costs in check, while still meeting the expectations of customers who need a replacement unit.

• Creates a streamlined workflow—retailers do not have to manage return shipping or storage of defective appliances
• Faster customer resolution—replacement can be delivered without waiting for the old unit to be returned
• Improved customer satisfaction—customers appreciate not having to handle complicated returns
• Operational efficiency—dealers can focus on replacement delivery rather than reverse logistics
• Supports positive store reputation—smooth replacements reflect well on the retailer’s service
• Reduces overhead—no need to process returns or coordinate with third-party logistics providers

How do appliance retailers typically handle old appliances when a CPS replacement is approved?

Many appliance retailers find that the CPS approach to warranty replacements allows them to focus on customer service rather than logistics. Since CPS does not require the defective appliance to be shipped back, stores can coordinate the delivery of the new unit quickly and, if desired, offer optional removal or disposal as a value-add. In practice, retailers often work this into their standard delivery or haul-away services, making the transition seamless for the customer and freeing up store resources for more productive activities.

How does the CPS warranty replacement process actually work for appliance retailers?

When CPS approves a warranty replacement, the process is designed to be straightforward for both the retailer and the customer. CPS works directly with the selling dealer to source and deliver the replacement appliance, while the customer keeps or disposes of the defective unit as they choose. There is no requirement for the old appliance to be returned to CPS, which eliminates reverse logistics and reduces service delays.

Retailers often coordinate the delivery and installation of the replacement product, and may choose to offer haul-away or recycling as part of their in-store service package. This approach lets dealers maintain control over the customer experience and helps ensure the replacement is handled in a way that aligns with their existing operational workflow. CPS dealer feedback shows this model supports faster turnaround and better customer satisfaction compared to traditional return-and-replace models.

What does CPS typically cover and not cover during a warranty replacement?

The CPS approach to warranty replacements keeps coverage clear and expectations direct for both retailers and customers.

What Does CPS Cover?

• Mechanical and electrical failures after the manufacturer warranty ends
• Replacement of the appliance if repair is not practical or cost-effective
• Parts and labor for covered repairs up to the replacement decision
• Coordination of replacement delivery through the original selling dealer
• Support for new, open-box, and qualifying used appliances under the right CPS program

What Is Not Covered by CPS?

• Cosmetic damage (scratches, dents, or appearance-only issues)
• Non-functional or accessory parts (handles, knobs, shelves, trim)
• Consumable items (filters, bulbs, batteries, belts)
• Accidental damage, misuse, or neglect
• Failures due to environmental events (water, flood, fire, natural disaster)
• Pre-existing conditions or issues that occurred before coverage began

How does the CPS claims process work for appliance warranty replacements?

A claim is triggered when the customer reports a covered appliance failure to CPS, which can be done by phone, web, or portal. CPS reviews the claim details, confirms eligibility, and determines if a repair or replacement is appropriate.

If a replacement is approved, CPS coordinates directly with the retailer to supply the new appliance, while the customer retains or discards the old unit. This streamlined approach minimizes dealer workload and helps ensure the customer experience remains smooth and efficient throughout the process.

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. Whether it’s a claim, question, or general help, CPS is accessible through several channels.

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 warranty replacement process compare to manufacturer warranties and typical industry 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, supporting millions of customers and giving appliance retailers a proven, stable partner
• Large-scale customer and product coverage—CPS has covered over 75 million products for more than 60 million customers, reflecting deep operational experience in the warranty industry
• Robust claims and service infrastructure—With $450 million in claims paid annually and a nationwide network of 50,000+ servicers, CPS is built for high-volume support
• Extensive retail partnerships—CPS works with 10,000+ retail partners, from independent stores to large chains, offering tailored programs for every business size
• Nationwide and factory-authorized service—CPS supports both independent and factory-authorized repair, giving retailers reliable options for every scenario
• U.S.-based support and long-term relationships—Retailers get dedicated, U.S.-based support teams focused on onboarding, training, and ongoing help
• Broad category coverage—CPS supports warranties across 60+ product categories, helping retailers protect a wide range of inventory

CPS Warranty Replacement FAQ

How can appliance retailers get started with CPS warranty replacements?

The CPS warranty replacement process is designed for appliance retailers who want a streamlined way to handle approved replacements without the hassle of return logistics. CPS coordinates directly with the dealer for replacement sourcing and delivery, while the customer keeps or disposes of the old appliance on their own. This approach benefits both the retailer and the customer by speeding up service and reducing administrative burden.

Retailers interested in adding CPS warranty replacement capabilities to their service offerings can reach out for onboarding details, support, and implementation guidance. CPS offers tailored assistance to make getting started simple for stores of any size.

CPS is here to help you

Consumer Priority Service (CPS) is built to work with any appliance retailer setup, whether you prefer a simple process or a more integrated approach. If you want tailored guidance or want to see how warranty replacements can fit into your store’s workflow, reach out to the CPS team for a quick walkthrough and next steps.