I had that kind of run-in recently with a new print vendor (not Moo, something far more specialized) where I don’t yet have the option of talking to production. Three days back and forth with the sales rep and we were just not on the same page. Day 4 he brings in a production person to sit in on the phone call. Five minutes later, the tech is like, “So you want this, this, and this? No problem,” and I had a little more confidence in their ability to get the job done.
A lot of times I get a pitch from a seasoned “business development” rep, then, when they see the print samples festooning my office and the gray hairs I have left, they saddle me with their most junior sales rep, figuring I’ll sort them out for them. They should give me a discount for that kind of service.