Could not have said it better. When asked by Keller Homes to become the Director of Quality Assurance and Warranty Service, I was asked by some to change the name to a softer more amicable department title. I refused exactly for the reasons you have stated. The department taking care of warranty concerns is the “Warranty Service Department”. What do we address? Warranty concerns. When it is appropriate we say yes and no. There are times when it may be “yes” considering “caring” for the homeowner. Your point about lessening the confusion on surveys is so accurate. I will consider the title “New Home Warranty Service”, even more explicit. (If you have a mail out or news letter I would enjoy receiving. Thank you)