Failure to eject, is your problem.
It's not likely to be an ammo problem. The manufacturer just said that to deflect blame in case it's a factory defect.
Take a look at the mechanisms involved with extraction and ejection. The extractor and it's spring and little rubber buffer thing as well as the ejector and it's spring.
The extractor is your most likely culprit. When it fails to hold onto the cartridge well, it can slip off prematurely and cause what you describe.
If that stuff all seems good, then check to see if it's cycling well. I've seen failure to eject and feed failures from magazines which are out of spec and rubbed the bottom of the bolt carrier. It's also, theoretically though not as likely, possible for a lack of lubrication to slow the bolt carrier enough to mess up the extraction/ejection sequence.
Finally, and least likely in my mind, would be a burr in the chamber causing the brass to get hung up upon extraction.