Sounds like Dometic has quality control issues like other manufacturers. We had a Dometic (A&E) on our old Pace Arrow, and it wasn't a bad piece of equipment. The real test of customer service for you will come years from now when an issue arrises.
But thanks for clueing us into Gary's, Mark ... I've had my share of Careless of Colorado awning problems, as have others here (their customer service is terrible) and am now paranoid about my big automatic one unfurling on the freeway; the next time I'm in Brookings I may consult with him, and will at least save his webpage. Even at "wholesale" I suspect he made something out of your order though.
-Joel