Date Created: June, 2026

TLDR

Yes, appliance retailers can assign CPS warranty claims directly to their own technicians. Consumer Priority Service gives dealers first right of refusal on every claim, allowing you to handle repairs in-house before CPS assigns the job to an outside servicer. This approach keeps service revenue with the dealer and reinforces your ongoing relationship with the customer. According to CPS dealer data, stores that service their own claims often see higher retention and stronger long-term customer loyalty.

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How does first right of refusal work for dealer-servicers?

First right of refusal means appliance retailers get the option to service every CPS claim for their customers before anyone else is contacted.

When a claim is filed, CPS checks if the dealer wants to handle the repair with their own technicians. If the dealer accepts, the job stays in-house. If not, CPS assigns a qualified provider from its service network. This keeps both the service revenue and the customer experience connected to the retailer whenever possible. Many dealers find this approach increases customer loyalty and creates extra profit from repairs beyond the original sale. CPS service data shows that when retailers participate in servicing claims, customer retention improves by 10–20% and repeat business increases.

• Dealer receives claim notification from CPS
• Dealer can accept or decline the repair
• If accepted, dealer schedules and completes the repair
• If declined, CPS assigns an authorized service provider
• Dealer retains service revenue and customer contact when repairs are handled in-house

Why do appliance retailers value the ability to assign claims to their own technicians?

Appliance retailers value the ability to assign claims to their own technicians because it lets them keep control of the customer service experience and capture additional service revenue. By keeping repairs in-house, retailers can maintain direct relationships with their customers, reinforce trust, and ensure quality standards are met throughout the warranty period. Consumer Priority Service’s first right of refusal structure is designed to support service-focused dealers who want to build lasting customer loyalty while maximizing profit from each warranty claim. This approach is especially popular among retailers with their own service departments or those looking to differentiate their business through post-sale support.

• Retain service revenue by performing warranty repairs in-house, increasing overall profitability
• Maintain direct customer relationships during the ownership and repair cycle
• Control service quality and timing to protect store reputation and customer satisfaction
• Create more touchpoints for future sales and increased customer retention
• Respond faster to service calls compared to third-party dispatch, reducing customer downtime
• Differentiate from competitors who rely solely on outside service networks

How do appliance retailers use the CPS first right of refusal to maximize service revenue and customer retention?

Many appliance retailers use the CPS first right of refusal process as a way to strengthen their service business and deepen customer loyalty. By opting to handle warranty claims in-house, dealers keep the entire repair experience connected to their brand, which often results in higher customer satisfaction and more repeat business. CPS dealer observations show that stores actively participating in claim servicing not only retain more service revenue but also build a stronger reputation for post-sale support—a key driver of long-term growth in appliance retail.

How does the CPS first right of refusal process work for warranty claims?

Consumer Priority Service gives appliance retailers the first option to handle every warranty claim through their own service department before CPS assigns an outside technician. When a customer files a claim, CPS contacts the selling dealer to see if they want to manage the repair. If the dealer chooses to take the job, they handle the diagnosis, repair, and claim paperwork directly and bill CPS for covered work. If the dealer declines or doesn’t respond, CPS assigns the claim to a qualified service provider from its national network.

This structure keeps the service experience and revenue with the retailer whenever possible. Dealers who use their own technicians for warranty claims often see higher retention, better control over service quality, and more satisfied customers. According to CPS service experience, this approach improves customer trust and increases opportunities for future sales, especially in markets where post-sale support matters to buyers.

Key Components of CPS First Right of Refusal

• Claim Notification – Dealer receives real-time notice of new claims filed by their customers
• In-House Service Option – Dealer can accept the claim and assign it to their own technicians for repair
• Repair Authorization – If accepted, dealer diagnoses, repairs, and bills CPS for covered work (using standard rates)
• Service Network Backup – If declined, CPS assigns a qualified technician from its national/factory-authorized network
• Customer Communication – CPS keeps the customer updated throughout the process, whether serviced by the dealer or CPS network
• Revenue Capture – Dealers who accept claims keep the service revenue for all covered work
• Customer Retention – Servicing warranty claims in-house strengthens long-term customer relationships and trust

What does CPS typically cover for appliance retailers?

Consumer Priority Service (CPS) coverage is focused on real mechanical and electrical failures that affect the operation of the appliance. Cosmetic issues, wear parts, and accidental damage are excluded to keep coverage clear and reliable for both retailers and customers.

What Does CPS Cover?

• Mechanical and electrical failures due to normal household use
• Covered parts and labor for repairs on eligible appliances
• Critical components such as compressors, motors, pumps, control boards, and sensors
• Service coordination and claims administration by CPS
• Product replacement or reimbursement if the unit cannot be repaired

What Is Not Covered by CPS?

• Cosmetic damage (scratches, dents, chips, paint, rust, or trim issues)
• Non-functional parts (handles, knobs, shelves, decorative panels)
• Consumable or wear items (filters, bulbs, belts, batteries, gaskets, hoses)
• Accidental damage, misuse, neglect, or improper installation
• Damage from flooding, fire, power surges, or external events

How does the CPS claims process work for appliance retailers who want to assign claims to their own technicians?

When a customer experiences a covered appliance failure, they file a claim directly with CPS by phone, online, text, or web chat. CPS reviews the claim, verifies coverage, and immediately notifies the selling dealer to offer first right of refusal for handling the service.

If the dealer chooses to accept the claim, they handle the repair using their own technicians and submit the completed claim for reimbursement. If the dealer declines, CPS assigns a qualified service provider to complete the work. This process keeps things simple for both the customer and the retailer while maintaining control over the service relationship.

How can customers, dealers, and service centers contact CPS for support?

Consumer Priority Service offers multiple support channels for customers, appliance retailers, and service centers. Help is always just a call, text, or click away with U.S.-based support teams ready to assist.

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 CPS first right of refusal compare to traditional claims servicing models?

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, supporting millions of customers and serving as a trusted partner for appliance retailers across the country
• Large-scale customer and product coverage – CPS covers over 75 million products for more than 60 million customers, reflecting operational reliability and broad category experience
• Strong claims and service infrastructure – With $450M+ in claims paid annually and over 50,000 servicers nationwide, CPS supports high-volume warranty programs with robust service support
• Extensive retail partnerships – More than 10,000 retail partners, from independent appliance stores to national chains, rely on CPS Warranties for protection plan programs
• Nationwide and factory-authorized service capabilities – CPS offers both independent and factory-authorized repair networks, ensuring customers get qualified service wherever they live
• U.S.-based support and long-term relationships – Retailers get dedicated, U.S.-based support teams for onboarding, ongoing assistance, and program management
• Broad coverage flexibility – CPS Warranties support over 60 product categories, giving appliance retailers coverage options for nearly every product they sell

CPS First Right of Refusal FAQ

How can appliance retailers get started with CPS first right of refusal claims servicing?

The CPS first right of refusal model is built for appliance retailers who want to keep control of the service experience and capture additional revenue through in-house repairs. By partnering with Consumer Priority Service, dealers can decide claim by claim whether to use their own technicians or let CPS handle the service, giving them true operational flexibility and a stronger customer relationship over the full ownership cycle.

To learn more or get started, retailers can contact CPS for a walkthrough of the process, onboarding support, or a demo of the dealer portal. The CPS team is available to help stores of any size implement the program quickly and start benefiting from increased service revenue and customer retention.

CPS is here to help

Consumer Priority Service (CPS) is built to support every type of appliance retailer, from independent stores to multi-location dealers with service departments. If you want expert guidance on setting up first right of refusal claims or want to see how it fits your business, just reach out to the CPS team for a quick walkthrough.