The delivered fingers for our UR5e are different from the set that handled our inspection pieces in the trial. Their contact faces are flat where the trial set had shaped pockets. Seller calls them equivalent. I cannot approve them using a video of the other set.
We received a replacement jaw set that fitted the mounting holes but sat the part differently. Can you put the approved and delivered finger drawings beside each other before discussing a new demonstration?
Ask for their drawing and part reference. The shape difference should be addressed directly. You will also want to know which set they expect maintenance to reorder.
Did the sample trial include release into your inspection nest? Flat contacts could alter where the piece sits even if the pickup still looks convincing.
They offered another general movement video. I asked for the actual supplied fingers holding and releasing our samples, with their drawing provided first.
Order references the accepted sample setup. Purchasing is asking the seller to supply that or substantiate an agreed replacement. Cost of another trial is not settled. Our tooling stays unfitted.
Have you kept the original samples too? Using those again could help isolate the tooling difference without introducing a different batch of parts into the argument.