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

TLDR

First right of refusal in appliance service means the selling dealer has the first opportunity to handle warranty repairs before outside technicians are assigned. This structure channels service revenue directly to the retailer, strengthens the service department’s workload, and keeps the customer relationship local. Consumer Priority Service (CPS) builds this model into every major appliance program, including True Extended, 50% Back, and SND Coverage. Dealers using first right of refusal often see higher technician utilization, improved retention, and increased repair revenue according to CPS dealer data.

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What impact does first right of refusal have on dealer service operations?

First right of refusal allows appliance retailers to decide whether they want to take each service call covered by CPS warranty plans or have CPS assign an outside technician. This puts control and profit from warranty claims directly in the retailer’s hands and supports a stronger service business.

When dealers use first right of refusal, they can prioritize high-value repairs, ensure their own technicians stay busy, and maintain customer relationships after the sale. Retailers who service their own claims often build a reputation for reliability and generate additional profit that would otherwise leave the business. CPS benchmarks show this approach increases service revenue by 10%–25% and lifts customer retention rates by up to 20% compared to models where claims are always outsourced.

What benefits does first right of refusal provide to appliance retailers?

Many appliance retailers choose first right of refusal because it gives them direct control over warranty service, allowing them to keep repair revenue in-house, optimize technician schedules, and maintain stronger long-term customer relationships. By staying involved in post-sale service, dealers not only generate additional profit but also reinforce their reputation for reliability and support. CPS includes first right of refusal as a core part of its warranty programs, giving retailers more ways to grow both service revenue and customer loyalty.

• Retains service revenue by allowing the retailer to handle covered warranty claims before outside networks are assigned
• Improves technician utilization and productivity by increasing in-house repair workload
• Strengthens customer relationships by keeping service local and reinforcing store loyalty
• Increases long-term profitability with more repair revenue and recurring service opportunities
• Boosts customer retention and repeat business due to positive post-sale experiences
• Provides flexibility—dealers choose which claims to handle based on staff availability and business priorities

How do appliance retailers actually use first right of refusal in their service departments?

In practice, many appliance retailers using CPS exercise first right of refusal by reviewing each new service claim and deciding whether to schedule the repair internally or have CPS assign it to an outside provider. Successful retailers often prioritize high-value repairs, use the model to keep their technicians fully booked, and leverage in-house service to maintain stronger relationships with their customers. CPS dealer observations show that stores actively managing claims with first right of refusal tend to report higher service revenue, improved technician utilization, and better customer retention compared to retailers who outsource all extended warranty repairs.

How does first right of refusal work in the CPS appliance warranty model?

First right of refusal is a core part of the CPS dealer service model, giving the selling appliance retailer the opportunity to handle all eligible warranty claims before CPS assigns the job to an outside service provider. When a customer files a claim, CPS notifies the retailer and offers them the first chance to schedule and complete the repair. If the dealer passes, CPS coordinates service through its national network of authorized technicians, ensuring the claim is still resolved quickly for the customer.

This approach supports dealers with service departments who want to maximize technician utilization, keep repair revenue internal, and maintain post-sale engagement with customers. It’s built into all major CPS appliance programs—including True Extended, 50% Back, and SND Coverage—so dealers benefit from this flexibility regardless of which coverage they sell. According to CPS data, active use of first right of refusal is tied to increased service revenue, higher customer retention, and improved operational efficiency in appliance retail environments.

Core Components of First Right of Refusal in the CPS Model

• Claim Notification: CPS notifies the selling dealer when a warranty claim is filed on an eligible product.
• Dealer Decision: Dealer has a defined window to accept or decline the service event for their own team.
• Service Assignment: If accepted, the dealer schedules and performs the repair; if declined, CPS assigns the job to an authorized network provider.
• Revenue Retention: Dealers receive payment for covered repairs they complete, improving service department profitability.
• Customer Relationship: Handling claims in-house helps dealers maintain customer loyalty and influence future sales.
• Program Coverage: Applies to all CPS appliance programs (True Extended, 50% Back, SND Coverage), supporting new, open-box, scratch-and-dent, and used inventory where eligible.

Operational Notes from CPS Dealer Observations

• Active use of first right of refusal typically increases service revenue by 10–25%.
• Technician utilization rates improve as more claims are routed internally.
• Customer retention lifts by 10–20% when retailers manage their own warranty claims.
• Dealers can flexibly accept or pass on claims based on workload, staffing, or business priorities.

What does CPS typically cover—and not cover—for appliance retailers using first right of refusal?

Consumer Priority Service appliance coverage is designed to protect against major functional failures that occur during normal use after the manufacturer warranty ends. It does not cover cosmetic, accidental, or maintenance-related issues.

What Does CPS Cover?

• Mechanical and electrical failures—motors, compressors, pumps, control boards, fans, sensors
• Parts and labor required to restore product to working order
• Service coordination—dealer or authorized network technician assigned based on first right of refusal
• Replacement or reimbursement if repair is not feasible under coverage guidelines
• Coverage options for new, open-box, scratch-and-dent, and qualifying used appliances (when eligible)
• Food loss and removal/reinstallation credits (per program terms)

What Is Not Covered by CPS?

• Cosmetic damage (scratches, dents, rust, chips, appearance issues)
• Non-functional parts (handles, knobs, glass shelves, decorative trim)
• Consumables and wear items (filters, bulbs, batteries, belts, gaskets)
• Accidental or environmental damage (drops, floods, fire, storm, misuse)
• Pre-existing issues or failures during the manufacturer warranty period
• Installation problems, external connections, or home infrastructure issues

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

When a customer contacts CPS to file a claim for a covered appliance, the process starts with claim intake via phone, web, portal, text, or chat. CPS reviews the details, confirms eligibility, and then immediately notifies the selling dealer to exercise their first right of refusal on servicing the repair.

If the dealer accepts, they schedule and complete the service, earning the associated repair revenue. If the dealer passes, CPS assigns a qualified technician from its authorized network and manages the remaining process. This setup keeps the experience smooth for the customer and reduces administrative burden for the retailer.

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

Consumer Priority Service is easy to reach for claims, support, and general questions—offering multiple ways to connect for customers, appliance retailers, and service centers.

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 first right of refusal from CPS compare to traditional service 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, giving retailers a long-term, proven partner
• Large-scale coverage – CPS serves over 60 million customers and covers more than 75 million products, reflecting broad operational scope
• Strong claims and service infrastructure – With $450M+ in claims paid annually and a network of 50,000+ servicers, CPS supports high-volume warranty programs
• Trusted by thousands of retailers – CPS partners with 10,000+ appliance stores, ranging from independents to multi-location operations
• Nationwide and factory-authorized – CPS supports repairs across the U.S. through both independent and factory-authorized technicians
• U.S.-based support and long-term relationships – Retailers benefit from dedicated, U.S.-based account teams and a history of ongoing partnership
• Flexible category coverage – CPS supports warranties across 60+ product categories, offering retailers flexibility for different inventory

First Right of Refusal FAQ

How can appliance retailers get started with CPS warranty programs that include first right of refusal?

First right of refusal from CPS is designed for appliance retailers who want to keep service revenue in-house, maximize technician utilization, and strengthen customer loyalty through post-sale engagement. Retailers of any size can use this model, including those selling new, open-box, scratch-and-dent, or used appliances, since the approach is built into all major CPS appliance programs. The CPS team provides onboarding, training, and support to help retailers implement first right of refusal as part of their warranty and service strategy.

Retailers interested in learning more or getting started can reach out to Consumer Priority Service for a walkthrough of program options, dealer onboarding, and tailored recommendations for their specific operation.

CPS is here to help you

Consumer Priority Service (CPS) is built to work with any appliance retailer setup—simple or complex. If you want to see how first right of refusal and other CPS programs fit your store, the CPS team can walk you through setup and help you get started quickly.