Warranty Information
PROTECT YOUR PRODUCT WITH AN EXTENDED WARRANTY
- Full Coverage from Date of Purchase
- 100% Parts and Labor Coverage
- On-Site Service Included
- If the product cannot be repaired, it will be replaced
HVACDirect.com has partnered with Consumer Priority Service (CPS) to offer extended warranties for your equipment. Simply add the CPS extended warranty by selecting the option on our product pages.
Warranty FAQ
Do I need an extended warranty?
If you are investing in a new product and expect it to last a few years, only you can ensure that expectation. Most manufacturers limit their warranty periods to keep their product costs competitive. It should come as no surprise that most problems occur after the manufacturer’s warranty is over. If you are like most consumers, you don't want to deal with the inevitable problems surrounding repairs. Who do you call for service? Are they reliable? Is a handyman capable of performing a long lasting, reliable repair on your equipment? How are you going to transport a large product to a service facility?
Ranked #1 Extended Warranty
CPS provides top notch warranty protection for your purchases to ensure life and longevity. This means that they care about you and your product long after your purchase has been made. This warranty offers reliable, hassle-free, comprehensive parts and labor protection for your product.
You Need to Prepare for These Issues Today
This retailer is an Authorized Consumer Priority Service Dealer. This means that they care about you and your products long after the purchase date. You can easily extend your manufacturer's warranty for a possible total of 15 years from the date of purchase.
CPS Warranties Offer Reliable Protection for Your Product
By purchasing a CPS extended plan, you’re guaranteed years of worry-free operation from your new product.
How long do I have after buying the equipment to buy the extended warranty?
Products that come with a full parts and labor warranty : You have up to 90 days before your manufacturer’s warranty expires.
Products that do not come with a full parts and labor warranty: Must be purchased at the time of sale.
Will my coverage continue after my equipment is repaired?
Yes. Your coverage will typically continue until your contract expires. Your coverage will end, however, if the equipment is replaced.
What doesn’t the standard plan cover?
This warranty does not cover any kind of damage, the cost of labor for removal or reinstallation, the cost of labor for unstacking units, and regular maintenance issues.
Can I transfer the warranty to a new user?
Yes, you can. Contact CPS by calling 1-800-905-0443, and a customer service representative will be able to help you transfer the warranty to a new owner. A $25 USD transfer fee applies.
Is there a deductible?
There is a low deductible at the time of claim for 10 & 15 year plans only. Please contact CPS at (800) 905-0443 for more details.
So what's included?
CPS covers the same malfunctions as your original manufacturer's warranty with value added features. Coverage includes but is not limited to:
- Defects in materials and workmanship
- Protection from dust, heat and internal humidity damage
- Damage caused by power surges
- On-site service
How do I file a claim?
CPS warranty holders can file claims in a few ways:
- Online at www.cpscentral.com
- Via online chat at www.cpscentral.com
- By phone US (800) 905-0443
- By phone Intl - 1 (347)-535-3616
- By email to cs@cpscentral.com
About Us
Who is CPS?
CPS was built on the foundation that
customers ALWAYS deserve better service
- Established in “1990” 30 years ago
- International operations in 3 countries headquartered in
New York with 7 locations nationwide - “A” rated by A.M. Best Company
- 300+ employees and 100 sales agents
- Named “2015 -2020 #1 Provider in the Nation for
customer support and coverage” by Top Ten Reviews
Capacity & Scale
- 6000+
Retailers
- 60M+
Customers Insured - 75M+
Products Covered - 50K
Servicers Nationwide - $450M
Claims Paid Annually
Step One
Warranty is Mailed to You
As soon as the warranty order is submitted, a letter is mailed to you with the warranty details
Warranty is Emailed to You
As soon as the warranty order is submitted, an email is sent with the warranty details
Step Two
Client Portal
Next step is to log in and create your Client Portal account to view the warranty details and complete registration
Step Three
Registration is easy
Click the red register button and fill in any missing details
You can also register their warranty by phone
Warranty coverage details are displayed in your account for full transparency
Step Three
Registration is easy
You can click the red register button and fill in any missing details
You can also register their warranty by phone
Warranty coverage details are displayed in your account for full transparency
Step Four
Claims
You can file claims easily via the Client Portal, just add a problem description and you are good to go!
Our Support Team is also available to file claims by Phone 800-905-0443
Step Five
Claims Process
On-Site Service
Step 1 Claim is filed
Step 2 CPS assigns a local manufacturer authorized repair center to complete repairs in your home
Step 3 Product is repaired
If the product can not be repaired, CPS will provide you with a replacement through the dealer
Meet Our Team
Director of Customer Experience
Stuart has 20 + years of experience in the call center industry covering customer service, operations, reporting/ analytics, training, scripting, ACD / call flow, IVR, queue management, staff, and QA/monitoring. He has played a critical role in developing call centers to reach their next level of growth.
Stuart has managed internal and off–site call centers to drive customer satisfaction, long-term customer relationships, staff development, acquisition/ retention, workflow efficiencies, program enrollments, revenue, continuity sales, and increase the lifetime value of customers.
Achieving one-call resolution by applying key principles of the “Building Customer Relationships” training program plays a major role in earning the trust and loyalty of the customers that Stuart has guided through the customer journey. Leveraging technology with a multi-channel approach provides self-service options for the customer.
Stuart is a certified trainer, coach, and dedicated manager who works with senior management to monitor the continuous improvement of the customer experience and call center operation.
Stuart Hochman
Director of Customer Experience
CPS Customer Experience
CPS takes all touchpoints within the customer journey very seriously
Guide the Call
Our agents lead the customers through their journey with a positive approach and professional demeanor. They are trained daily to be courteous and customer-centric at all times. The agents build relationships with the customers by guiding them through their inquiries and fulfilling their requests.
Customer Viewpoint
CPS agents are sensitive to how the customer is feeling when filing a claim or inquiring about the status of a claim. Extensive role plays and training workshops present the customer’s viewpoint for the agents to recognize and handle effectively. They are trained to use the restatement technique to ensure they have a total understanding of the customer’s needs/inquiries. Daily Zoom calls reinforce “best practices” when agents discuss their success stories.
Onboarding
Upon hire, our agents start in the registration phone queue. They are subject to daily QA/ monitoring and require a 90% pass grade on the scorecards (session evaluations) on a weekly basis before proceeding to the file claim phone queue.
QA/Monitoring
The QA review process includes debriefing meetings where the scores are reviewed with the agent for each skill and presentation (tone, pace, etiquette, identifying the need, etc.). The audio recordings are played to assess the skills in a situational setting. The QA/ monitoring process is ongoing every day.
Contact Support
Our team is committed to assisting our dealers’ customers, we look forward to assisting yours as well!
