Hi Tim,
My name is Sharon, and I am the Executive Assistant of ABC Co., LTD. It’s my pleasure to know you.
Thank you for your email on 7/29 regarding DEF Lot: 22236. After confirming with our QC department, our record shows that this product you purchased from our company is qualified based on our producing standards, which is also showed on the certificate of analysis (COA). As for the color issue you experienced, we did not have any similar situation reported from our other customers. So we were wondering any possible reason that may cause this issue occurred. May we ask how you stored this product? And what is the producing process of making your final product? The reason we are asking is because different temperature settings may cause different results when applying our product to other materials. Also, we would like to ask if you are willing to send us some sample of the 22236 product you purchased from us on 5/25/2015, in order for us to send it to SGS for a test. We think it might help by having professional testing analysis. We would be happy to pay for the shipping within the limitation of one bag (2kg).
Moreover, you mentioned that our product may be contaminated with GH, which is also another question we were wondering. According to our factory policy, we are not allowed to use the same production line for different products in order to ensure the quality. In addition, we use different line for packing in order to avoid our products being mixed with unexpected materials. Therefore we do not understand how it could be contaminated. However, just for your information, a feature of GH is known as high heat-resistant, which means it should not cause product yellowing. So we don’t think that GH should be the reason of the issue you experienced.
We truly hope that this could help figuring out this issue. Please let us know if there is anything we could do for you, we would be very happy to help.
Sincerely,
Sharon.
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