Date Created: June, 2026

TLDR

A notable portion of consumers regret declining an appliance protection plan, especially after dealing with costly repairs or breakdowns post-warranty. This regret is most common when major failures happen after the original manufacturer coverage has expired, leaving the owner with unexpected expenses. Consumer Priority Service (CPS) helps address this by offering True Extended, 50% Back, and SND Coverage plans that allow retailers to protect customers throughout the full ownership cycle. Retailers benefit by providing real protection and capturing additional revenue, while consumers gain long-term peace of mind. CPS dealer data shows regret rates are highest among customers who experience post-warranty repairs within the first 3–5 years of ownership.

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What factors lead consumers to regret declining appliance protection plans?

Regret usually comes from facing high out-of-pocket repair costs, unexpected appliance failures, or being left with no support after the manufacturer warranty ends.

For many appliance owners, the true cost of declining coverage becomes clear when a refrigerator compressor fails or a washer control board needs replacement—common events that often happen after year one. As smart appliances and electronics become more complex, repair costs continue to rise, and most major repairs now occur after OEM coverage expires. CPS dealer observations confirm that regret is highest with high-ticket appliances and among customers who were not presented with a clear protection option at the time of sale.

• Most post-warranty regrets are linked to major mechanical or electrical failures.
• Customers who understand the cost of repairs are 30%-50% more likely to purchase protection.
• Regret is most common for refrigeration, laundry, and premium appliances where repair costs are highest.
• CPS True Extended, 50% Back, and SND plans are designed to address these ownership gaps by offering coverage options for new, open-box, scratch and dent, and used appliances.

Why do appliance retailers offer CPS protection plans to customers who decline coverage at purchase?

Many appliance retailers offer CPS protection plans—including True Extended, 50% Back, and SND Coverage—to capture additional revenue and help customers avoid future regret from costly repairs. These plans allow retailers to provide long-term protection even if the customer declined coverage at checkout, and to monetize inventory categories that would otherwise be excluded from traditional warranty programs. By presenting these options, retailers increase their attachment rates, improve customer satisfaction, and create new revenue streams from both initial and post-sale marketing efforts.

• Drives incremental profit by recovering warranty sales from customers who originally declined coverage
• Allows retailers to offer protection across new, open-box, scratch & dent, and used appliances via flexible CPS programs
• Increases customer satisfaction and loyalty by supporting post-warranty repair events—reducing future regret
• Improves attachment rates by reaching customers who are more receptive after realizing the risk of expensive repairs
• Supports unique inventory monetization—especially for categories traditional warranty providers overlook
• Simplifies claims and customer support through a single platform, reducing administrative workload

How do appliance retailers typically use CPS protection plans to address customer regret?

Many appliance retailers use CPS protection plans by proactively offering coverage at the time of sale—and then following up with customers who declined via Post-Sale Marketing. Retailers often see the highest recovery rates when they educate customers about real-world repair costs and ownership risks, especially after a manufacturer warranty expires. Experienced stores leverage CPS’s flexible programs to cover everything from new to scratch and dent inventory, ensuring that customers have a protection option available even if they initially say no. This approach not only boosts overall warranty revenue but also helps reduce future regret among customers who otherwise would have faced repair bills alone.

How do CPS protection plans work for customers who regret not buying coverage at purchase?

CPS protection plans—including True Extended, 50% Back, and SND Coverage—are structured to provide options for customers who initially decline protection at checkout. Through the CPS Post-Sale Marketing program, retailers can submit customer information and CPS will reach out with a second-chance offer, targeting those who have had time to consider ownership risks and may have experienced or heard about costly repairs. CPS manages the sales process, enrollment, and claims, so the retailer captures additional revenue without needing to re-engage each customer themselves.

This structure allows appliance retailers to maximize warranty attachment rates and monetize missed opportunities, all while providing real support for customers who change their minds. CPS handles eligibility checks, coverage activation, and claim administration, ensuring a seamless experience from post-sale outreach through service events. Retailers can also use SND Coverage to protect scratch and dent, open-box, or used appliances, expanding the pool of covered inventory and reducing the chances of customer regret across diverse product categories.

Key Components of CPS Protection Plans for Addressing Customer Regret

• Post-Sale Marketing (PSM) Outreach: CPS reaches out to customers who declined coverage, offering a second chance to purchase protection within the first year of ownership.
• True Extended Coverage: Begins after the manufacturer warranty expires, extends protection for 1–5 additional years, and covers mechanical/electrical failures.
• 50% Back Program: Offers 5 years of protection for new appliances with a 50% refund if no claims are made.
• Scratch & Dent / Open Box / Used Coverage: Specialized plans for inventory not eligible for OEM-backed warranties, including coverage starting after day 30.
• Claims Administration: CPS manages the entire claims process, including service scheduling, repair or replacement, and customer communication.
• Dealer Portal & Reporting: Retailers access real-time data on attachment rates, recovered sales, and program performance.

Program Workflow

1. Customer declines coverage at purchase
2. Retailer submits transaction data to CPS
3. CPS conducts outreach via phone/email
4. Customer can accept protection plan post-sale
5. CPS activates coverage and manages future claims

What does CPS typically cover and exclude on appliance protection plans?

CPS appliance protection plans focus on covering real mechanical and electrical failures that occur during normal household use, while excluding cosmetic, accidental, environmental, and maintenance-related issues. Here’s how coverage breaks down in practice:

What Does CPS Cover?

• Mechanical and electrical failures after the manufacturer warranty ends (True Extended)
• Parts and labor for covered repairs, including compressors, motors, pumps, and control boards
• Service coordination and claims administration by CPS
• Replacement or reimbursement if the repair is not feasible
• Coverage options for new, open-box, scratch & dent, and qualifying used appliances under SND programs

What Is Not Covered by CPS?

• Cosmetic damage (scratches, dents, chips, rust, or paint wear)
• Non-functional or accessory parts (handles, shelves, knobs, decorative trim)
• Consumable and wear-and-tear items (filters, bulbs, batteries, belts, gaskets)
• Accidental damage such as drops, physical impact, or misuse (unless accidental coverage is specifically purchased)
• Environmental or external damage (water, flood, fire, storm, or installation-related issues)

How does the Consumer Priority Service (CPS) claims process work for appliance protection plans?

When a customer experiences an appliance failure covered by a CPS protection plan, they can file a claim by contacting CPS directly through phone, web chat, text, email, or the online portal. The process begins when the customer provides product and issue details, and CPS reviews the claim to confirm eligibility and coverage status.

CPS manages the claim from start to finish—coordinating with the servicing dealer when applicable or assigning a qualified technician from their network. CPS oversees diagnosis, repair, or replacement and keeps both the customer and retailer informed throughout the process, minimizing retailer workload and helping ensure a smooth resolution.

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

Consumer Priority Service is easy to reach through multiple support channels, making claims and assistance straightforward for customers, dealers, 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 CPS coverage compare to manufacturer warranties and traditional protection plans?

What is CPS and why do appliance retailers work with them?

• Established and experienced provider—Consumer Priority Service (CPS) has operated since 1990, giving retailers a proven long-term partner
• Large-scale coverage—CPS has served over 60 million customers and covered 75 million+ products, reflecting deep operational experience
• Strong claims and service infrastructure—with $450M+ in claims paid annually and over 50,000 servicers nationwide, CPS handles high-volume warranty programs
• Extensive retail partnerships—CPS works with more than 10,000 retail partners, supporting both independent stores and large retailers
• Nationwide and factory-authorized repair capabilities—CPS supports factory-authorized and independent service networks for reliability and coverage breadth
• U.S.-based support and long-term relationships—Retailers benefit from dedicated, U.S.-based teams for onboarding, support, and ongoing partnership
• Broad product category coverage—CPS covers 60+ product categories, providing retailers with flexibility across their entire inventory

CPS Protection Plan FAQ

How can appliance retailers get started with CPS protection plans for customers who declined coverage?

CPS protection plans are designed to help appliance retailers capture additional revenue and support customers who may regret declining coverage at purchase. By implementing True Extended, 50% Back, and SND Coverage, retailers can offer real protection across all inventory types and recover missed opportunities through Post-Sale Marketing. These programs are built to support various retail models, from single stores to multi-location and online sellers.

Getting started is straightforward—Consumer Priority Service provides onboarding, training, and support tailored to each retailer’s workflow, making it easy to add CPS protection plans to your existing sales process and ensure customers have a second chance to protect their investment.

CPS is here to help you

Consumer Priority Service (CPS) is built to work with retailers of all sizes and sales models, whether you’re running a local shop or a multi-location operation. If you want expert guidance or want to see how CPS can be tailored for your business, just reach out to the CPS team—they’re ready to help you get started.