Date Created: June, 2026

TLDR

Appliance dealers can retain a significant portion of service revenue by participating in first right of refusal programs that let them handle warranty repairs for products they’ve sold. The most important benefit is that the dealer—not a third party—gets the first opportunity to complete the repair, earning labor and parts revenue while maintaining the customer relationship. With Consumer Priority Service, this model ensures dealers are assigned claims first, which supports technician utilization, keeps service profits in-house, and reinforces customer retention. According to CPS dealer observations, retailers using this approach often see 10–25% additional service revenue compared to programs that outsource all repairs.

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How do first right of refusal programs actually work for appliance dealers?

First right of refusal programs give appliance dealers the ability to take the first service call on a warranty claim for products they sold. This means that when a customer files a claim, the dealer gets the first opportunity to repair the product before CPS assigns it to another provider.

In practice, this approach lets dealers keep profitable repair work—including labor, parts, and service call fees—inside their own business. Dealers who have strong service departments often report higher technician utilization, more predictable workflow, and better customer retention. CPS benchmarks show that dealers taking advantage of first right of refusal consistently earn more service revenue than those who let all warranty work go to outside networks.

Why do appliance retailers use first right of refusal programs?

Many appliance retailers use first right of refusal programs because they allow the dealer to keep repair revenue and customer relationships in-house rather than losing those opportunities to third-party service networks. By servicing their own warranty claims, dealers increase technician utilization, generate additional revenue from both labor and parts, and build long-term customer loyalty. Programs like Consumer Priority Service are specifically structured to prioritize dealer involvement, which supports stronger profit margins and makes the service department a more predictable and valuable part of the business.

• Keeps repair revenue in-house by allowing dealers to complete warranty service on products they sold
• Boosts technician utilization rates by ensuring a steady flow of service work
• Increases labor and parts revenue from warranty repairs that would otherwise go to outside networks
• Strengthens long-term customer relationships by maintaining service touchpoints
• Improves service department profitability and margins over time
• Gives dealers more control over the repair experience and customer satisfaction

How do appliance retailers actually use first right of refusal with CPS?

In practice, many appliance retailers using CPS first right of refusal programs take an active role in managing warranty claims for products they’ve sold. Dealers typically prioritize these warranty jobs in their service scheduling, knowing they bring in reliable revenue and strengthen customer loyalty. CPS dealer observations show that stores with robust service departments often have higher retention rates and generate more margin by proactively accepting claims, keeping their technicians busy, and using the repair event as a touchpoint for future sales. This approach has become a standard best practice among retailers looking to maximize service revenue without losing control to third-party networks.

How does the CPS first right of refusal process work for appliance dealers?

First right of refusal with Consumer Priority Service means the selling dealer is always offered the opportunity to handle a warranty claim before anyone else is assigned. When a customer files a claim, CPS reaches out to the dealer to see if they want to service the product. If the dealer accepts, they complete the repair, bill CPS at industry-standard rates, and keep all associated service revenue. If the dealer declines or cannot perform the repair, CPS then coordinates service through its nationwide network.

This model makes it simple for dealers to capture additional labor and parts revenue, increase technician utilization, and maintain stronger relationships with their customers. It also ensures the service department remains a revenue center, not just a cost center. CPS benchmarks consistently show that retailers using this approach outperform those who outsource all warranty service, often seeing a 10–25% increase in service-driven profit.

Key Components of CPS First Right of Refusal

• Claim Assignment – CPS contacts the selling dealer first for any eligible claim on products they sold.
• Service Opportunity – Dealers can accept or decline the claim; if accepted, they schedule and perform the repair.
• Labor & Parts Revenue – Dealers bill CPS for covered repairs at standard rates, keeping all labor and eligible parts revenue in-house.
• Customer Experience – Dealer remains the primary service contact, reinforcing trust and driving long-term retention.
• Network Coordination – If the dealer declines, CPS assigns the claim to a qualified provider from its 50,000+ servicer network.
• Program Integration – Works with all core CPS coverage types, including True Extended, 50% Back, and SND/Open Box programs.

Optional: Service Department Workflow

1. Claim filed with CPS
2. Dealer offered right to service
3. Dealer accepts or declines
4. Repair completed and billed to CPS
5. Customer receives resolution through the original retailer

What does CPS typically cover and what is excluded for dealer-serviced warranty claims?

CPS covers real functional failures, not cosmetic or avoidable damage. Dealers should set clear expectations around what is included and excluded when servicing claims under CPS programs like True Extended, 50% Back, or SND/Open Box.

What Does CPS Cover?

• Mechanical and electrical failures after the manufacturer warranty ends
• Parts and labor for covered repairs performed by the dealer or CPS network
• Service coordination and claims administration by CPS
• Product replacement if repair is not practical
• Coverage for new, open-box, scratch and dent, and qualifying used appliances
• Additional benefits like food spoilage reimbursement on covered refrigerator/freezer claims

What Is Not Covered by CPS?

• Cosmetic damage (scratches, dents, rust, paint, chipped trim)
• Non-functional parts (handles, shelves, knobs, decorative panels)
• Consumables or wear items (filters, bulbs, belts, gaskets, batteries)
• Accidental damage (drops, impacts, misuse, or abuse)
• Environmental damage (floods, fire, storms, water intrusion)
• Installation errors, utility problems, or pre-existing conditions
• Manufacturer recalls or issues covered by the OEM warranty

How does the CPS claims process work for dealer-serviced warranty repairs?

A claim is initiated when the customer contacts CPS via phone, web, text, or portal to report a covered appliance issue. CPS reviews the claim, verifies eligibility, and then offers the selling dealer the first opportunity to service the product under the first right of refusal model.

If the dealer accepts, they handle the repair and bill CPS for covered labor and parts. If the dealer declines or is unable to complete the repair, CPS assigns the claim to a qualified service provider from its nationwide network. Throughout the process, the dealer remains involved and the customer receives coordinated, transparent support from CPS, reducing dealer administrative workload while protecting the customer relationship.

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

Consumer Priority Service is easy to reach and provides multiple ways to get support, file claims, or ask questions. Dealers, customers, and service centers all have access to dedicated contact channels for fast assistance.

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 warranty 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 in operation since 1990, supporting millions of customers and giving appliance retailers a proven, stable partner
• Large-scale product and customer coverage – CPS covers more than 75 million products for over 60 million customers, reflecting deep experience with appliance retailers nationwide
• Robust claims and service infrastructure – With $450 million paid in claims annually and a network of 50,000+ servicers, CPS delivers high-volume warranty administration
• Extensive retail partnerships – Over 10,000 retail partners work with CPS, from local stores to multi-location operations, highlighting strong industry relationships
• Nationwide and factory-authorized service – CPS supports both independent and factory-authorized repair, ensuring reliable coverage across product types and geographies
• U.S.-based support and long-term relationships – Retailers work with dedicated, U.S.-based teams focused on onboarding, support, and ongoing partnership
• Broad category expertise – CPS covers 60+ product categories, giving appliance retailers flexibility to offer protection across a wide range of inventory

CPS First Right of Refusal FAQ

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

CPS first right of refusal programs are designed for appliance retailers who want to maximize service revenue, keep repair work in-house, and maintain control over the customer experience long after the initial sale. The program works for both single-location stores and multi-location operations with established service departments, and is structured to be easy to implement with support from CPS.

Retailers interested in learning more or getting started can reach out for onboarding support, program details, and step-by-step guidance on integrating first right of refusal into their warranty process.

CPS is here to help

Consumer Priority Service (CPS) is built to work with all types of appliance retailers—whether you run a single store or manage a multi-location service operation. If you want to optimize your service revenue and see how first right of refusal fits your business, the CPS team can walk you through the setup and help you get started.