When I worked for a big home builder, I worked my way up to the management team...middle management but hey, i got to wear loafers and nice slacks, no more work boots and dockers.
I had construction guys, sales and warranty people under my supervision. If there was a warranty problem that my staff couldn't handle, I'd step in to make it right. If the warranty person had more than one unsatisfied customer, he'd be looking for work. If a warranty issue ever went above me to "upper management", I would have been looking for work. I can't see how this is so hard for them. Customer loyalty and referrals are invaluable. They need to ask themselves how they would like to be treated if the situation was reversed and act accordingly. It's really that simple. That's how I ran things and never had an issue. Hopefully they will see the light.
2014 Freedom Express 320BHDS Liberty Edition 50th Anniversary
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2000 Excursion Limited 7.3 PS Diesel Sold