It's the infill. It's possible the new turf is going to require a little extra grooming after it's rolled out, or maybe that's just going to be the way it's going to be. I've seen other turfs act this way in high def(where the picture quality is high enough to actually see the pellets pop out of the turf). What might be happening is the turf fibers are getting bent over from being rolled up in storage. After the turf is laid out, the fibers aren't popping back up on their own, so the distance from the top of the infill layer to the surface of the turf is less than it should be. Probably only a half inch to one inch difference, but it's enough to allow the infill to escape when disturbed. If this is abnormal for this model turf, maybe they can use some sort of machine to "fluff" the turf fibers up after laying it out to prevent it from happening. New turf, new learning curve.