Their company is not just a software development company - they are presumably designing hardware, having it produced, and selling said hardware.
If you can't answer basic questions about the product you want produced, as a company selling hardware, then clearly you need to hire somebody who can answer those basic questions and deal with the manufacturing side of the business.
There are just very few companies left still working in manufacturing in the US, and of course they are selective about the clients they take and the projects they work on. If you can't form healthy business relationships and learn to do business without calling people that you deal with babies for having questions or requirements, then perhaps it's possible that you strongly consider contracting with another company to manufacture the hardware for your software.
It's highly inefficient and harmful to the environment to ship steel across the world. We need to stop unsustainable practices, produce products locally, and develop economies of scale that make sense instead of simply "offsetting" emissions or relying on carbon capture that is not directly integrated into our industry.
That all being said, the world could learn a whole lot from Chinese manufacturing processes.