If you are talking about my replaced AC, that was a completely different company, so not sure about how Dometic process works. The number I called somehow got me around all the "representatives". Based on background noise, demeanor, etc., it felt like I was talking to someone in the warehouse who was actually doing the refurb work and somehow was authorized to replace my unit.
It is frustrating talking to know-nothings after being on hold forever and repeatedly. I have found that being the squeaky wheel with enough people does generally get the results you want. Good luck.