If that is correct then I would have to believe something was done differently between the two...
I'll admit, I haven't done a whole lot of exploration in high end aquarium lighting. I do have a decent background in electrical though. So I know some stuff on this topic but I'm not familiar with the retrofit kit you are using and I'm not fully fluent in the newer (T5) bulbs. So I might miss something...
I'm often a bit of a skeptic when it comes to manufacturers. I would not ask a customer service rep what the ballast can handle... I would ask where it is written what the ballast can handle. I'm much more comfortable trusting somethign written by the designing engineer over the service rep.
So I would look at the ballast itself and get a number, or a part number which I would google to get the specs for. While it is true that many ballasts can support a number of different bulbs, it is very important to use a bulb that is within the ballasts range.
When you say 'The LFS said', this could mean anything. I know LFS guys that have been working with elaborate high end salt set ups for 30+ years and know more about aquarium lighting than a team of engineers... and I know LFS guys that get confused when programming a timer. Is the LFS guy you are referring to know lighting well or is he assuming that china made stuff sucks so it must be the problem...
I would personally shy away from using retro fit kits to alter a standard fixture... and would be inclined to use a bulb that was meant for the fixture I was using. Altering things is fine, but when we do so we have to make sure we learn the details of how to do so and learn them from a qualified source.
Based on the little bit you've mentioned that you have received from the fixture manufacturer, it does not seem they are feeding you answers to bring you to another sale. So I'd be inclined to trust what they are giving you.
Double check your wiring/installation and make sure everything is as it should be...
I cannot rule out the possibility of a poorly built China light. But then again chances are the ballast was made in china too.