Is this your first go at outsourcing assembly?
I am not too familiar with the details fo placement files, haven’t used them myself.
In the last 40 years there have been a lot of different variatons of gerber, excellon, placement, and other files to send information from a PCB package to boardhouse. and loads of opportunities for failures / inconsistencies / problems.
Pretty recently (compared to 40 years) there is a “new” gerber format (I assume supported by KiCad?) to combine at least the information of all the different layers ( copper, solder masks, silkscreens, and the drill coordinates) in a single standarized format. I do not know if that file format also supports the placement of the components.
Overall. Because there has been no real standard, the file formats between you and the board manufacturer and the component placement often wastes a lot of time and needs human intervention to negociate which versions of which file formats have “enough” compatibility to make a “usable” product.
It (probably) is not fair to blame it on “their programmer”. It is the lack of standarized file formats which is the root cause of the problem.
Some manufacturers are beginning to to support KiCad files directly and extract all the info they need from that. You just send them your KiCad project and don’t even have to make Gerber files.
Sometimes it seems that the “industry” never learns.
“soic-8” housings with different spacing s for the pads.
“0402” SMD resistors without knowing if they are “imperial” or “metric”.
In one of the other posts here I read that some of the manufacturers use the Digikey order numbers as a reference. You supply digikey order numbers for your components. They put “something compatible” on your PCB. Can you imagine where this could go wrong?
The Gerber version with the embedded meta information is called RS-274X2 and has been updated in 2014
One of the links I followed from https://duckduckgo.com/html?q=RS274-X as a starting point claimed that currently 95% of industry conforms now to the new Gerber standard. The Cheap Chinese Factories are probably the last to conform.