Would you please also cc copy us in all the communication / email between yours and our factory (i.e. BGF), this will help us to understand the problem in more details, and provide the comment to the factory for the further improvement. But we most appreciate you contact us first instead of the factory.
Would you please send copies of all communication between your factory and ours to us directly. This will assist us in understanding the problem more clearly, allowing us to provide the factory with data required for further improvement [to the product]. Please contact us prior to contacting the factory in all cases. Thank you for your attention to this matter.