HD sent out one of their customer care people from San Antonio (I'm in Austin) the local store expeditor (whatever that is) and the owner of R&F Installation.
They looked at the door and admitted it was loose but they only had to tighten the latch on the jam and tighten the hinge. So it wasn't too big of a deal. The biggest problem was the installer did not listening to me. The owner of R&F admitted that his installer has "communication problems" but also admitted qualified installers are hard to find.
I can't say I'm overly impressed with HD but you can tell they are serious about customer service. Good thing they have lots of competition. Next time I'll try Lowes. :-)