We've had customers complain no matter where you set the lockout. More and more we are setting the t-stat to unrestricted. It may not be as energy efficient, but it keeps us from doing so many calls to just adjust the lockout temps. We use A/S acont and Honeywell 8000 t-stats. This is the way the OP's original system was running from the sound of it. The t-stat droop controls the furnace.
this is an observation not anything else.
if you are doing this then the customer is losing!!!
you need to properly sell the dual fuel on the efficiency of NOT using the back up gas heat.
if the customer, usually older folks, has never had a heat pump then we do not recommend one. they will never be happy with the long run times at lower register temps. this needs to be clear to anyone getting a heat pump.
if yo do not have lock outs then the customer needs to know that the energy savings that is advertised everywhere will NEVER be achieved.
I hate to try to dance around this issue with the customer AFTER the unit is installed, at that point there is little to be done.