Date Created: June, 2026

TLDR

Consumer Priority Service First Right of Refusal means the dealer who sold the product is always given the first chance to handle a warranty claim before CPS assigns another service provider. This structure allows appliance retailers to retain service revenue, control the customer experience, and keep repairs within their own shop when possible. CPS manages the claims process and steps in with a factory-authorized service network if the dealer declines or is unable to perform the repair. Many appliance retailers prefer this approach because it strengthens post-sale relationships and maximizes service profit opportunities, as seen across CPS dealer performance data.

How do appliance retailers participate in CPS First Right of Refusal?

Appliance retailers participate by enrolling in the CPS program, which automatically grants them the option to service warranty claims on products they’ve sold. When a covered claim is filed, CPS contacts the selling dealer to confirm if they want to handle the service event. If the dealer accepts, they perform the repair and bill CPS at industry-standard rates. If the dealer declines or is unable, CPS assigns the claim to a qualified or factory-authorized technician from the CPS network.

This approach ensures the dealer always has the opportunity to keep service in-house, protect their reputation, and capture associated revenue. Dealers with service departments report improved retention and more consistent post-sale customer engagement when using First Right of Refusal. According to CPS dealer observations, stores that actively service their own claims see 10%-20% higher customer retention rates compared to those that do not.

• Dealer receives claim notification from CPS
• Dealer has the option to accept or pass on the service event
• If accepted, dealer completes repair and bills CPS
• If declined, CPS assigns a factory-authorized or qualified servicer
• Customer receives coordinated support and repair

Why do appliance retailers use CPS First Right of Refusal?

Many appliance retailers use CPS First Right of Refusal because it puts them in control of post-sale service, allowing them to retain service revenue and maintain direct relationships with their customers. This setup ensures repairs are handled by the original selling dealer whenever possible, which strengthens customer trust and supports higher retention rates. CPS manages the administrative side and coordinates with factory-authorized service networks if the dealer is unable to take the claim, providing a seamless backup that protects both the customer experience and the retailer’s brand reputation. Giving dealers the option to service their own claims is a significant operational advantage that aligns with how appliance retailers want to run their businesses.

• Ability to retain service revenue by performing covered repairs in-house
• Direct control over the customer service experience and satisfaction
• Strengthened long-term customer relationships and increased retention rates
• Option to decline service when needed, with CPS handling the event through factory-authorized service providers
• Reduced risk of losing customers to outside service companies
• Streamlined claims process with CPS managing administration and payments

How do appliance retailers typically use CPS First Right of Refusal in their business?

Many appliance retailers using CPS First Right of Refusal find that assigning claims to their own service department helps them keep more post-sale business in-house while providing a smoother customer experience. Experienced dealers often see the most benefit when they consistently accept warranty claims related to products they sold, reinforcing their reputation as a full-service provider. Over time, this approach not only increases service revenue but also leads to stronger customer loyalty and higher repeat business, as confirmed by CPS dealer performance benchmarks.

How does the CPS First Right of Refusal process actually work for appliance retailers?

CPS First Right of Refusal is a process where the selling dealer is always given the initial option to service a warranty claim before CPS assigns another technician. When a customer files a claim for a covered product, Consumer Priority Service immediately contacts the original retailer to see if they want to handle the service event. If the dealer accepts, they take care of the repair, bill CPS for their work, and maintain a direct relationship with the customer. If the dealer declines or is unable to perform the service, CPS coordinates the repair through its factory-authorized or qualified service network, making sure the customer receives proper support either way.

This structure is designed to simplify claims handling for dealers who want to be involved in post-sale service while providing a reliable fallback when they can’t. Retailers can choose which claims to accept, and CPS manages all the administrative details, including customer communication, claim verification, and payment. According to CPS service experience and dealer feedback, this model gives appliance retailers more operational flexibility and helps create a seamless ownership experience for their customers.

Key Components of the CPS First Right of Refusal Workflow

• Claim Initiation: Customer or dealer submits a claim to Consumer Priority Service (CPS) via phone, web, or portal
• Dealer Notification: CPS notifies the original selling dealer, offering the option to accept or decline the service event
• Dealer Acceptance: If accepted, the dealer performs the repair, uses factory-authorized parts and procedures where available, and bills CPS for service
• CPS Service Assignment: If the dealer declines, CPS assigns a qualified or factory-authorized service provider to handle the claim
• Claim Administration: CPS manages all paperwork, payment, and customer communication throughout the process
• Customer Experience: Customer receives timely, coordinated service from either the retailer or the CPS service network

Operational Insights:

• Dealers using this workflow report 10%-25% higher retention from customers who receive in-house service (CPS dealer observations)
• First Right of Refusal helps retailers maintain control without increasing administrative workload
• Factory-authorized service is prioritized by CPS, leading to higher satisfaction and fewer repeat repair visits (CPS service experience)

What does CPS actually cover under First Right of Refusal?

CPS First Right of Refusal doesn’t change the core coverage rules—it simply determines who services the claim first. Coverage is based on the underlying CPS protection plan purchased for the appliance.

What Does CPS Cover?

• Mechanical and electrical failures from normal use
• Parts and labor for covered repairs after the manufacturer warranty ends
• Service performed by the selling dealer or, if declined, by factory-authorized or qualified servicers
• Product replacement or reimbursement if repair is not feasible
• Food loss protection (for covered refrigeration products, up to $250)
• Coverage for new, open-box, scratch-and-dent, and qualifying used appliances (varies by program)

What Is Not Covered by CPS?

• Cosmetic damage (scratches, dents, rust, paint, trim, and appearance-only issues)
• Non-functional and accessory parts (handles, knobs, shelves, decorative panels)
• Consumable items (filters, bulbs, batteries, belts, gaskets, hoses)
• Accidental, environmental, or misuse-related damage (drops, floods, improper use, fire, neglect)
• Installation problems or pre-existing conditions
• Manufacturer recalls or issues during the original warranty period

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

When a customer needs service on a covered appliance, they initiate a claim with CPS by phone, web, text, or portal. CPS reviews the claim, confirms eligibility, and then contacts the original selling dealer to offer them the opportunity to take the claim first.

If the dealer accepts, they perform the repair and bill CPS directly. If the dealer declines or is unable to service, CPS assigns a qualified or factory-authorized technician to complete the repair, ensuring the customer receives timely, professional service without additional burden on the retailer.

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

Consumer Priority Service makes it easy for customers, appliance retailers, and service centers to get support through multiple channels. Whether you need help with a claim, account management, or general questions, CPS is accessible and responsive.

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 differ from 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 operated since 1990, giving appliance retailers a long-standing, proven warranty partner
• Extensive service reach – Over 75 million products covered and 60 million customers served, demonstrating CPS’s operational scale and reliability
• Strong claims and service infrastructure – CPS manages over $450 million in claims paid annually and supports a nationwide network of 50,000+ servicers
• Wide retail partnership base – More than 10,000 retail partners trust CPS, from single-location appliance stores to large regional operations
• Nationwide and factory-authorized service capabilities – CPS coordinates both independent and factory-authorized repair, ensuring repairs meet manufacturer standards
• U.S.-based support and long-term relationships – Retailers benefit from dedicated U.S.-based support teams and ongoing account management
• Broad product and category flexibility – CPS provides coverage across 60+ product categories, allowing retailers to protect a wide range of inventory
• Positive industry reputation – CPS maintains a BBB A rating, reflecting strong retailer and customer trust

CPS First Right of Refusal FAQ

Frequently Asked Questions

• Q: What does First Right of Refusal mean in the CPS program?
  A: The selling dealer is always given the first opportunity to service a covered warranty claim before CPS assigns another service provider.
• Q: How does a dealer know when a claim has been filed?
  A: CPS notifies the original retailer when a customer files a claim, giving them the option to accept or decline the service event.
• Q: Can a dealer decline to service a claim?
  A: Yes, dealers can decline any claim, and CPS will then assign the repair to a qualified or factory-authorized service technician.
• Q: Is there a penalty if the dealer declines?
  A: No, there is no penalty—CPS simply moves the claim to its broader service network to ensure timely resolution for the customer.
• Q: How does this impact dealer service revenue?
  A: Dealers who accept claims retain the service revenue, supporting higher overall profit margins for their business.
• Q: What happens if the dealer does not respond to the claim notification?
  A: If the dealer does not respond within a set timeframe, CPS will proceed with assigning the claim to a factory-authorized or qualified provider.
• Q: Does the customer know who is servicing their appliance?
  A: Yes, customers are notified of who will be handling their repair, whether it’s the original dealer or a CPS-assigned technician.
• Q: Are repairs handled using factory-authorized service?
  A: CPS prioritizes factory-authorized service whenever possible to ensure repairs meet manufacturer standards.
• Q: Does this apply to all product categories?
  A: First Right of Refusal is available on all appliance categories covered by CPS, including new, open-box, scratch-and-dent, and qualifying used products.
• Q: Who pays the dealer for completed repairs?
  A: CPS pays the dealer directly at industry-standard rates for approved warranty service events.
• Q: Can multi-location retailers use First Right of Refusal across all stores?
  A: Yes, multi-location retailers can manage claims and accept service events store-by-store or centrally, depending on their workflow.
• Q: How does First Right of Refusal impact customer retention?
  A: Dealers servicing their own claims often see a 10%-20% lift in customer retention compared to those who do not, according to CPS dealer data.
• Q: What happens if a dealer’s service department is at capacity?
  A: If a dealer can’t take a claim due to workload, CPS will assign another qualified technician to keep the customer supported.
• Q: Is there a limit to how many claims a dealer can accept?
  A: There is no set limit; dealers can accept as many or as few claims as they choose, based on resources and business strategy.
• Q: Can retailers change their participation in First Right of Refusal over time?
  A: Yes, retailers can adjust their participation at any time to match their operational needs and service capacity.

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

CPS First Right of Refusal is designed for appliance retailers who want to control post-sale service, maximize service revenue, and maintain strong customer relationships. The program is easy to implement for both single-location and multi-store operations, with flexible participation that can be adjusted over time as business needs change.

Retailers interested in getting started or learning more about the process can reach out to the CPS dealer team for a walkthrough of how First Right of Refusal would work within their specific setup.

CPS is here to help you

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.