Factory sales and engineer disagree: what to do
Pause the affected commitment and bring the salesperson and engineer onto the same call. Compare their answers against the same requirement, request evidence and record any limits or unresolved points. Obtain a written response confirmed by both before approving tooling or production. Cambridge China Bridge can coordinate this with its staff in China.
Put the contradiction against a specific requirement
Save the conflicting messages with the sender, date and attachments. Set them beside the exact requirement and drawing revision they concern. A salesperson may be describing a possible modification while an engineer is describing the current process. Establish whether they mean the same material, finish, production method and intended use before deciding whose answer is credible.
Prepare a clarification sheet showing the requirement, each answer, the evidence needed and the commitment you are holding. If the requirement itself is unclear, use writing a product specification. For checking whether the claimed process exists, see verifying factory capability.
Hold a joint clarification call
Invite the salesperson, the engineer responsible for the process and your buyer or technical colleague. Add an interpreter if needed. Send the clarification sheet beforehand and ask everyone to bring the relevant drawings and records. Frame the call as resolving the order requirement, rather than deciding who made a mistake.
Read the requirement aloud and ask each person to explain their answer while the other is present. Ask what assumptions, modifications or subcontracted work their answer depends on. Repeat the proposed conclusion back in plain language and have it translated where needed. If someone lacks authority to confirm it, name the factory decision-maker who will respond.
Check evidence against the requirement
For a tolerance disagreement, ask for measured results from the relevant part, with the drawing revision, material, process and measurement method identified. Check the individual results against your acceptance limit. A photograph of equipment or a result from another product does not establish that your part meets the requirement.
For a performance disagreement, agree the test conditions and what counts as passing before the demonstration. Ask which sample was tested and whether its construction matches the proposed production version. Separate demonstrated performance from predictions. If a live demonstration would resolve the point, use remote witnessing of factory tests.
Get an agreed written factory response
After the call, circulate a proposed response covering the requirement and revision, the factory's conclusion, supporting evidence, conditions, exclusions and remaining actions. Record whether the requirement is achievable as specified, needs a buyer-approved change or remains unproven. Ask sales and engineering to confirm the same wording in a shared email thread.
A usable response might say: “The specified finish is not demonstrated on the proposed material. Engineering will provide a trial sample and test record for buyer review. Sales will revise the quotation if the approved process changes. Production remains on hold pending written buyer approval.” Record an owner and an agreed completion date for each action. Keep unresolved points visible using supplier questions and exceptions.
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Release only the commitment the evidence supports
Keep the affected deposit, tooling approval or production release on hold until the agreed response and evidence support your requirement. If you choose a trial to resolve uncertainty, authorise that trial explicitly and state its scope; trial approval should not be treated as permission for bulk production.
Before proceeding, align the quotation, drawing, specification and sample approval with the agreed conclusion. If the factory still gives contradictory answers, escalate to its technical lead or manager and request a consolidated response. If it cannot substantiate the essential requirement, consider another process or supplier. Cambridge China Bridge's staff in China can coordinate clarification and evidence collection for your review.
Frequently asked questions
Should I trust the factory engineer over sales?
Treat the engineer's explanation as technical input, then check its assumptions and evidence. Ask sales and engineering to confirm a shared response covering both capability and the quoted scope.
What if the engineer will not join the call?
Ask for written technical comments and a call with the responsible technical lead. Keep the affected commitment on hold if sales cannot substantiate the answer.
Is a verbal agreement on the call enough?
Use the call to resolve the point, then circulate the conclusion and evidence references. Obtain explicit confirmation from sales and engineering before approving the affected work.
Can I pay a deposit while the answers conflict?
Keep the affected deposit on hold. If you decide to fund a trial, specify what that payment authorises and how the result will be assessed before any production commitment.