Date Created: June, 2026

TLDR

Consumer Priority Service helps appliance retailers retain service revenue by giving them first right of refusal on warranty claims, allowing them to service their own customers before any claims are sent outside the store. Dealers who participate in the CPS program maintain control of the service relationship and keep the repair revenue associated with covered claims. CPS manages claims administration and coordinates with factory-authorized service providers when needed, but always allows the selling dealer to handle the work if they choose. This model increases overall profit, supports the in-house service department, and has been shown by CPS dealer observations to improve both customer retention and store reputation.

How do appliance retailers keep service revenue with CPS?

Appliance retailers keep service revenue with CPS by retaining the right to handle covered repairs on products they sold. When a customer files a claim, the retailer has the first opportunity to perform the service work and bill for it, instead of losing the job to an outside servicer.

This approach allows dealers to maintain ongoing customer relationships, preserve service department profit, and offer a more seamless ownership experience. According to CPS dealer data, stores with in-house service departments often generate 10%-25% additional service revenue by participating in the CPS model compared to programs that automatically dispatch all claims externally.

• First right of refusal on service: Dealer decides whether to handle each claim internally
• Service revenue stays in-house: Repair work and parts billing go to the retailer, not a third party
• Factory-authorized service network: If the dealer declines, CPS coordinates with qualified, factory-authorized providers
• Customer experience control: The retailer manages the repair process, helping maintain satisfaction and loyalty
• Operational efficiency: CPS handles claims administration and logistics, reducing dealer workload

Why do appliance retailers use CPS to retain service revenue?

Many appliance retailers use Consumer Priority Service because it allows them to actively participate in warranty service, keeping parts and labor revenue in-house instead of losing it to outside networks. The CPS program is structured so that the dealer has the first opportunity to handle claims, which supports the service department, increases profit, and maintains control of the customer experience. Retailers also benefit from CPS managing claims administration, coordinating with factory-authorized networks, and providing the flexibility to cover multiple product types. These combined advantages make CPS a practical way for appliance stores to grow both their warranty and service revenue streams.

• Keeps service revenue in-house – Dealers have the first opportunity to perform warranty repairs, capturing parts and labor profit
• Supports service department utilization – More repair work for in-house technicians improves technician scheduling and retention
• Improves customer retention – Direct service during claims builds stronger, longer-lasting customer relationships
• Allows dealers to maintain reputation – The retailer controls the service process and customer interaction, protecting their brand
• Provides operational flexibility – CPS handles claims administration and uses factory-authorized service when the dealer declines
• Creates additional revenue streams – Participating dealers typically see a 10%-25% increase in service-related revenue, according to CPS program data

How do appliance retailers actually use CPS to keep service revenue?

A common observation among dealers is that CPS works best when the retailer’s service department is actively engaged in handling claims as soon as they come in. Many appliance retailers route all in-warranty and extended warranty claims directly through their service desk first, ensuring that their technicians get priority on the work. This allows stores to maximize both warranty and repair revenue, improve technician utilization, and provide a consistent customer experience. According to CPS dealer feedback, those who standardize this workflow see higher attachment rates and greater profitability from their warranty programs.

How does the CPS service revenue retention model work for appliance retailers?

Consumer Priority Service gives appliance retailers a clear pathway to retain service revenue by structuring warranties so that the selling dealer always has the first right of refusal on warranty claims. When a claim is filed, CPS notifies the retailer, who can choose to perform the repair and bill the warranty for parts and labor at standard industry rates. If the dealer declines or cannot handle the repair, CPS coordinates service through factory-authorized technicians within its national service network, ensuring repairs still meet manufacturer standards.

This workflow supports both the sales and service sides of the retailer’s business, drives repeat customer visits, and helps dealers grow warranty penetration without losing valuable repair revenue to outside servicers. CPS manages all aspects of claims administration, communication, and recordkeeping, so dealers can focus on delivering service and building relationships.

Key Components of the CPS Service Revenue Retention Model

• First Right of Refusal: Dealer is always notified first and can accept any claim for in-house service
• Standard Service Rates: Repairs performed by the dealer are billed at industry-standard rates for labor and parts
• Factory-Authorized Service Network: If declined by the dealer, CPS assigns claims to qualified, factory-authorized providers to ensure quality and compliance
• Claims Administration: CPS manages the intake, eligibility check, approval, and customer communication for all service events
• Revenue Tracking: Dealers receive reporting on service claims handled, revenue generated, and program performance through the CPS Dealer Portal
• Customer Experience: Customers benefit from streamlined service, faster resolution, and repairs handled by trusted, local, or factory-authorized professionals

Typical Workflow

What does CPS typically cover for appliance retailers?

Consumer Priority Service coverage is designed to protect against real-world appliance failures while setting clear expectations on what is and isn’t included. Coverage typically applies to functional failures that impact appliance operation, not cosmetic, environmental, or maintenance-related issues.

What Does CPS Cover?

• Mechanical and electrical failures after the manufacturer warranty expires
• Critical components like compressors, motors, pumps, and control boards
• Parts and labor for approved, in-home repairs
• Service coordination through factory-authorized networks when available
• Replacement or reimbursement if a repair is not economically feasible

What Is Not Covered by CPS?

• Cosmetic damage (scratches, dents, chips, rust, paint, or appearance issues)
• Non-functional parts (handles, knobs, shelves, trim, decorative panels)
• Consumable and wear items (filters, bulbs, belts, gaskets, batteries)
• Accidental damage, misuse, abuse, or neglect
• Environmental damage (flood, fire, storms, power surges, water intrusion)
• Failures due to improper installation or pre-existing conditions

How does the Consumer Priority Service (CPS) claims process work for appliance warranty service?

Customers initiate a claim by contacting Consumer Priority Service directly through phone, web chat, portal, text, Facebook, or email, providing product details and a description of the issue. Claims can be filed at any time, and support is available through multiple channels to make the process as easy as possible for both the customer and the retailer.

Once a claim is filed, CPS verifies coverage, confirms the issue, and then notifies the selling dealer, who has the first opportunity to perform the repair. If the dealer declines, CPS coordinates service through a factory-authorized or qualified network provider. This structure allows appliance retailers to keep service revenue in-house when desired, while CPS manages the administrative workload and ensures repairs meet manufacturer standards.

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

CPS makes it easy for customers, appliance retailers, and service centers to get support or file claims through multiple contact options. Whether you need help with a warranty, claim, or program question, Consumer Priority Service offers direct access to real support representatives.

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 compare to typical manufacturer and third-party appliance warranty programs?

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 appliance retailers a partner with deep industry roots
• Large-scale coverage and reliability – CPS covers over 75 million products for more than 60 million customers, demonstrating proven operational capacity
• Robust claims and service infrastructure – CPS pays out over $450M in claims annually and maintains a nationwide network of 50,000+ servicers, ensuring fast turnaround and scalable support
• Trusted by thousands of retailers – With 10,000+ retail partners, CPS is trusted by both independent stores and large retail operations
• Factory-authorized and nationwide service capabilities – CPS utilizes both independent and factory-authorized repair networks to deliver high-quality repairs that align with manufacturer standards
• U.S.-based support and dedicated relationships – Retailers work with knowledgeable, U.S.-based teams focused on onboarding, support, and long-term partnership
• Wide product category support – CPS covers 60+ product categories so retailers can rely on one partner for nearly all inventory types

CPS Service Revenue Retention FAQ

Frequently Asked Questions

• How does CPS give appliance retailers first right of refusal on service?
  CPS notifies the selling dealer first for every claim, allowing them to accept or decline the repair before it is assigned outside.
• Can dealers keep the repair revenue for all covered claims?
  Yes, as long as the dealer chooses to perform the repair, they retain the parts and labor revenue billed to the warranty.
• What happens if the dealer can’t perform the repair?
  If the dealer declines, CPS assigns the service to a factory-authorized or qualified technician from its network.
• Does CPS use factory-authorized service providers?
  Yes, repairs are coordinated through factory-authorized service networks whenever possible to ensure manufacturer standards are met.
• How are claims initiated and managed?
  Customers contact CPS directly by phone, web, portal, text, Facebook, or email; CPS manages all claim administration and notifies the dealer.
• Does the CPS model work for both single and multi-location retailers?
  Yes, CPS supports independent stores and multi-location dealers, with reporting and visibility across all locations.
• What product categories are eligible for service revenue retention?
  CPS allows revenue retention for new, open box, scratch and dent, refurbished, and used appliances with the correct program structure.
• Can service departments bill at standard rates?
  Yes, repairs performed by the dealer are billed at standard industry rates for parts and labor.
• How does CPS support reporting and revenue tracking?
  Dealers use the CPS Dealer Portal to track claims, revenue, and program performance.
• Does this approach improve customer retention?
  Yes, CPS dealer observations show higher retention and satisfaction when the selling retailer remains involved in service.
• How quickly are dealers notified of new claims?
  Dealers are notified in real-time through the CPS claims system and support channels.
• What are the main benefits for retailers with service departments?
  Increased service revenue, improved technician utilization, stronger customer relationships, and greater control of the ownership experience.
• Can dealers opt out of specific repairs?
  Yes, dealers can decline a repair at any time and CPS will coordinate service externally.
• How does this differ from manufacturer warranty service?
  Manufacturer warranties rarely allow the selling dealer to keep repair revenue after the OEM period; CPS extends this opportunity through the ownership cycle.
• Is training or onboarding required?
  CPS provides onboarding, support, and training so retailers can quickly implement the service revenue retention workflow.

How can appliance retailers get started with CPS to retain service revenue?

CPS is designed for appliance retailers who want to keep service revenue in-house while expanding their warranty offerings. By giving dealers first right of refusal on all warranty claims, Consumer Priority Service allows both independent stores and large retailers to strengthen customer relationships, increase profit, and offer a complete post-sale experience without losing repair work to outside providers.

Getting started is straightforward—CPS provides onboarding, support, and reporting tools to help retailers integrate the service revenue retention model into their daily operations. Dealers can reach out to the CPS team directly to learn how the program would work for their business.

CPS is here to help you

Consumer Priority Service is built to fit how retailers operate, whether you manage your own service team or just want to keep more revenue in-house. If you’re looking to optimize your warranty program or get set up quickly, the CPS team is ready to help you tailor the process for your business.