提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1250017",
"subject": "Re: Momcozy Re: Warranty Claim for Broken Pump Parts",
"description": "This is a follow-up to your previous request #1076131 \"Warranty Claim for Broken P...\"\n\nHello,\nI am following up on my previous warranty claim regarding my Momcozy M9 hands free pump. As mentioned in my first email, the plastic connector pieces on both pumps broke after only a handful of uses and were subsequently replaced.\nUnfortunately, I am now experiencing an even more serious issue. Yesterday, the motor on my pump completely stopped working and will not turn on at all, despite the pumps being fully charged. I attempted a reset as directed, but it had no effect.\nThis is extremely distressing as I am an exclusive pumper and was in a situation yesterday where I urgently needed my pump to function and it failed me entirely.\nI want to be clear that I take great care of my equipment, keep it in excellent condition, and follow the usage instructions exactly as stated. Given that the bottom portion of the pump already had to be replaced and now the motor has completely failed, I strongly believe this is a defect with the pump itself rather than anything related to user error.\nI have not had these pumps for long and I should not be experiencing failures of this magnitude. I am requesting a full replacement of the pump under warranty and will include proof of purchase for your records.\nThank you for your attention to this matter.\nSicileigh Hansen",
"status": "pending",
"priority": "normal",
"product_model": "milk pump::Momcozy::M9",
"created_at": "2026-05-12T00:35:58Z",
"updated_at": "2026-05-12T09:33:52Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "01/17/2026\nrep",
"agents_notes": "01/17/2026\nrep",
"category_field_id": "34154549939865",
"category_name": "CPI::Unable to power on",
"category_value": "cpi__unable_to_power_on",
"category_zh": "无法开机"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 2
}
},
"messages": [
{
"conversation_id": "57844793186841",
"type": "Comment",
"created_at": "2026-05-12T09:33:52Z",
"author_id": "35460307111321",
"author_name": "BL-B2B-Angel",
"author_role": "agent",
"sender_type": "agent",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello,\n\nThank you for reaching out to us about this startup problem. We completely understand your concern and apologize for any disruption this has caused to your pumping routine.\n\nLet's try these simple steps first:\n\nPlease note that the pump is designed not to turn on while connected to the charger.\nTry turning on the pump without the charger to check the battery level.\nEnsure you're using a compatible 5V-2A power adapter.\n\nIf the problem persists, we’d be more than happy to offer a replacement in any color we have in stock! Could you please confirm if we can use the same address for the shipment?\n \nName: Sicileigh Hansen\nProvince/State: Idaho\nCity: Burley\nZip Code: 83318\nStreet Address: 245 South Hills St.\nContact Number: 208-312-5171\nNumber of faulty pumps (1 or 2): **please confirm\n \nAlso, could you please share a short video demonstrating the problem?\n\nYour comfort and satisfaction are our priority. We're here to support you every step of the way.\n\nLooking forward to your response.\n\nBest regards,\nMomcozy Customer Support Team"
},
{
"conversation_id": "57825010617753",
"type": "Comment",
"created_at": "2026-05-12T00:35:58Z",
"author_id": "55738648152217",
"author_name": "Sicileigh Hansen",
"author_role": "end-user",
"sender_type": "customer",
"channel": "web",
"public": true,
"recording_type": "",
"text": "Hello, I am following up on my previous warranty claim regarding my Momcozy M9 hands free pump. As mentioned in my first email, the plastic connector pieces on both pumps broke after only a handful of uses and were subsequently replaced. Unfortunately, I am now experiencing an even more serious issue. Yesterday, the motor on my pump completely stopped working and will not turn on at all, despite the pumps being fully charged. I attempted a reset as directed, but it had no effect. This is extremely distressing as I am an exclusive pumper and was in a situation yesterday where I urgently needed my pump to function and it failed me entirely. I want to be clear that I take great care of my equipment, keep it in excellent condition, and follow the usage instructions exactly as stated. Given that the bottom portion of the pump already had to be replaced and now the motor has completely failed, I strongly believe this is a defect with the pump itself rather than anything related to user error. I have not had these pumps for long and I should not be experiencing failures of this magnitude. I am requesting a full replacement of the pump under warranty and will include proof of purchase for your records. Thank you for your attention to this matter. Sicileigh Hansen \n \n \n On Tue, Mar 10, 2026 at 9:36 PM Lisa (Momcozy support) wrote:\n \n \n \n\n \n \n \n \n Hello,\n \nYou are very welcome! We are glad we could help clarify those details for you and get the tracking information sorted out.\n \nWe truly appreciate your patience and cooperation throughout this process. It was a pleasure assisting you, and we hope the replacement cup set works perfectly for you.\n \nIf you have any other questions or need further assistance in the future, please don't hesitate to reach out.\n \nBest regards,\nMomcozy Customer Support Team\n Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.\n \n \n\n \n This email is a service from Momcozy. Delivered by Zendesk\n \n\n \n On March 10, 2026 at 11:06:02 AM UTC, Sicileigh Hansen sicileighsilvaz@gmail.com wrote:\n \n That sounds great. Thank you for the tracking information and for clarifying what is included in the replacement cup set.\n\nI appreciate all of your help with this.\n\nBest regards,\n\nSicileigh \n On Tue, Mar 10, 2026 at 3:41 AM Lisa (Momcozy support) wrote:\n \n \n \n\n \n \n \n \n Hello,\n\nThank you for your update.\n \nUpon checking, your replacement is still in transit. Please wait for the carrier to deliver it at the earliest possible time.\n\nBelow is the tracking information for your package. You can easily track the status of your delivery by visiting the official website of the courier.\n\nHere is your tracking number: 1ZB286X90319550760\nFeel free to track your package using this link: https://www.ups.com/track?track=yes&trackNums=1ZB286X90319550760&loc=en_US&requester=ST/trackdetails\n \n\n \nAlso, we would like to inform you that the cup set include the following: (24mm flange+Milk Cup+Valve+Diaphragm+Milk Cup Cover+Flange Cover)\n\nThank you for your patience and understanding. \n\nBest regards,\nMomcozy Customer Support Team\n Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.\n \n \n\n \n This email is a service from Momcozy. Delivered by Zendesk\n \n\n \n On March 10, 2026 at 7:01:38 AM UTC, Sicileigh Hansen sicileighsilvaz@gmail.com wrote:\n \n \n \n Thank you so much for sending the replacement. I really appreciate you helping with the warranty and taking care of this. \n I just wanted to check—will the replacement cup set also include new duckbills? And will a tracking number be provided once it ships? \n Thank you again for all your help. \n \n\nSicileigh \n \n \n \n On Fri, Mar 6, 2026 at 2:54 AM Lisa (Momcozy support) wrote:\n \n \n \n\n \n \n \n \n Hi there,\n\nThank you very much for taking the time to inform us and assisting us in resolving this issue.\n\nWe have arranged a 2 CUP SET replacement for you. Processing time is up to 48 hrs. Please allow 3-7 business days for the delivery. Please be assured that you will receive the replacement within the timeframe. Please wait patiently.\n\nAgain, we are deeply sorry for any inconvenience this issue has caused you, and we appreciate you giving us the chance to correct it for you. We're so much grateful for your support and consideration.\n\nIf you have other questions, feel free to contact us.\n\nBest regards,\nMomcozy Customer Support Team\n--\nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.\n \n \n\n \n This email is a service from Momcozy. Delivered by Zendesk\n \n\n \n On March 6, 2026 at 8:19:51 AM UTC, Sicileigh Hansen sicileighsilvaz@gmail.com wrote:\n \n \n \n Hello, \n Thank you for getting back to me. I’m happy to provide the requested information. \n • Serial Numbers (SN):\n\nM9BP269NRD025081124680G593FN11317\n\nM9BP269NRD02508112DAC0G593FN11665 \n • How long I’ve been using the accessories: I received the pump at the end of January and have only used it a handful of times. \n • Cleaning routine: After every use, I fully disassemble the parts and wash them with warm soapy water, ensuring all milk residue is removed. I rinse thoroughly and allow them to air dry. \n • Sterilization habits: I sterilize the parts regularly using my Momcozy sterilizer, following the recommended guidelines. \n • Storage: Once the parts are completely dry, I store them in a clean, dry place until the next use. \n Despite this careful care, the pieces have broken and the duckbill has chipped after only a few uses. This appears to be a manufacturing defect, as the pump and accessories have been handled properly at all times. \n \n \n Shipping Information:\n\nName: Sicileigh Hansen\n\nProvince/State: Idaho\n\nCity: Burley\n\nZip Code: 83318\n\nStreet Address: 245 South Hills St. \n\nContact Number: 208-312-5171 \n \n \n Please let me know if you need any additional information or photos. I appreciate your help in resolving this. \n Thank you,\n\nSicileigh \n \n \n \n On Fri, Mar 6, 2026 at 12:44 AM Lisa (Momcozy support) wrote:\n \n \n \n\n \n \n \n \n Hello,\n\nThank you for taking the time to share your experience with us. We're truly sorry to learn that your breast pump accessories have been damaged, and we sincerely apologize for any inconvenience this has caused you and your daily routine.\n\nTo help us understand what might have happened and find the best solution for you, could you please share a few details about how you've been using and caring for your accessories? This information will be incredibly valuable for our product specialists.\n\nTo assist our investigation, please share:\n\n• To better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN. \n\n• How long you've been using the accessories since receiving them\n\n• Your cleaning routine (frequency, method, and products used)\n\n• Your sterilization habits (frequency, method, and equipment)\n\n• How you typically store the parts when not in use\n\nOnce we receive these details, our team will personally review your case and determine the most appropriate way to resolve this for you.\n\nIf replacement needed, we’d be more than happy to offer a replacement part. Could you please provide your address information in the format below?\n\nName:\nProvince/State:\nCity:\nZip Code:\nStreet Address:\nContact Number:\n\nWe know how important these accessories are for your breastfeeding journey, and we want to ensure you have only the best experience with our products. Thank you for trusting us with this matter - we're committed to making things right for you.\n\nLooking forward to your response.\n\nBest regards,\nMomcozy Customer Support Team\n \n \n\n \n This email is a service from Momcozy. Delivered by Zendesk\n \n\n \n On March 5, 2026 at 9:53:58 PM UTC, Sicileigh Hansen sicileighsilvaz@gmail.com wrote:\n \n Hello, I’m reaching out about a warranty claim for my Momcozy M9 hands free pump that I received through Aeroflow. After only a handful of uses, the plastic connector piece on both pumps broke on both sides. I’ve been very careful when assembling, cleaning, and using the pump, so it was really surprising and disappointing to see this happen so quickly. Since it has only been used a few times and handled properly, it appears to be a product defect. The duckbill valve that attaches to the milk collector also chipped. I’ve attached a photo of the broken part for reference and would really appreciate help with replacements under the warranty. Thank you for your help. \nSicileigh Hansen \n \n \n\n[WMK590-ZJ602]\n\n \n \n \n\n[WMK590-ZJ602]\n\n \n \n \n\n[WMK590-ZJ602]\n\n \n \n \n\n[WMK590-ZJ602]"
}
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conversation_raw_json
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"id": 57844793186841,
"type": "Comment",
"author_id": 35460307111321,
"body": "Hello,\n\nThank you for reaching out to us about this startup problem. We completely understand your concern and apologize for any disruption this has caused to your pumping routine.\n\nLet's try these simple steps first:\n\nPlease note that the pump is designed not to turn on while connected to the charger.\nTry turning on the pump without the charger to check the battery level.\nEnsure you're using a compatible 5V-2A power adapter.\n\nIf the problem persists, we’d be more than happy to offer a replacement in any color we have in stock! Could you please confirm if we can use the same address for the shipment?\n\nName: Sicileigh Hansen\nProvince/State: Idaho\nCity: Burley\nZip Code: 83318\nStreet Address: 245 South Hills St.\nContact Number: 208-312-5171\n_**Number of faulty pumps (1 or 2): **please confirm**_\n\nAlso, could you please share a short video demonstrating the problem?\n\nYour comfort and satisfaction are our priority. We're here to support you every step of the way.\n\nLooking forward to your response.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br><br>Thank you for reaching out to us about this startup problem. We completely understand your concern and apologize for any disruption this has caused to your pumping routine.<br><br>Let's try these simple steps first:<br><br>Please note that the pump is designed not to turn on while connected to the charger.<br>Try turning on the pump without the charger to check the battery level.<br>Ensure you're using a compatible 5V-2A power adapter.<br><br>If the problem persists, we’d be more than happy to offer a replacement in any color we have in stock! Could you please confirm if we can use the same address for the shipment?<br> <br>Name: Sicileigh Hansen<br>Province/State: Idaho<br>City: Burley<br>Zip Code: 83318<br>Street Address: 245 South Hills St.<br>Contact Number: 208-312-5171<br><i><strong><u>Number of faulty pumps (1 or 2): **please confirm</u></strong></i><br> <br>Also, could you please share a short video demonstrating the problem?<br><br>Your comfort and satisfaction are our priority. We're here to support you every step of the way.<br><br>Looking forward to your response.<br><br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hello,\n\nThank you for reaching out to us about this startup problem. We completely understand your concern and apologize for any disruption this has caused to your pumping routine.\n\nLet's try these simple steps first:\n\nPlease note that the pump is designed not to turn on while connected to the charger.\nTry turning on the pump without the charger to check the battery level.\nEnsure you're using a compatible 5V-2A power adapter.\n\nIf the problem persists, we’d be more than happy to offer a replacement in any color we have in stock! Could you please confirm if we can use the same address for the shipment?\n \nName: Sicileigh Hansen\nProvince/State: Idaho\nCity: Burley\nZip Code: 83318\nStreet Address: 245 South Hills St.\nContact Number: 208-312-5171\nNumber of faulty pumps (1 or 2): **please confirm\n \nAlso, could you please share a short video demonstrating the problem?\n\nYour comfort and satisfaction are our priority. We're here to support you every step of the way.\n\nLooking forward to your response.\n\nBest regards,\nMomcozy Customer Support Team",
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{
"id": 57825010617753,
"type": "Comment",
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"body": "Hello,\nI am following up on my previous warranty claim regarding my Momcozy M9 hands free pump. As mentioned in my first email, the plastic connector pieces on both pumps broke after only a handful of uses and were subsequently replaced.\nUnfortunately, I am now experiencing an even more serious issue. Yesterday, the motor on my pump completely stopped working and will not turn on at all, despite the pumps being fully charged. I attempted a reset as directed, but it had no effect.\nThis is extremely distressing as I am an exclusive pumper and was in a situation yesterday where I urgently needed my pump to function and it failed me entirely.\nI want to be clear that I take great care of my equipment, keep it in excellent condition, and follow the usage instructions exactly as stated. Given that the bottom portion of the pump already had to be replaced and now the motor has completely failed, I strongly believe this is a defect with the pump itself rather than anything related to user error.\nI have not had these pumps for long and I should not be experiencing failures of this magnitude. I am requesting a full replacement of the pump under warranty and will include proof of purchase for your records.\nThank you for your attention to this matter.\nSicileigh Hansen\n\n\n\n \n\n\n\n\nOn Tue, Mar 10, 2026 at 9:36 PM Lisa (Momcozy support) <support@momcozy.com> wrote:\n\n> Hello,\n>\n> You are very welcome! We are glad we could help clarify those details for you and get the tracking information sorted out.\n>\n> We truly appreciate your patience and cooperation throughout this process. It was a pleasure assisting you, and we hope the replacement cup set works perfectly for you.\n>\n> If you have any other questions or need further assistance in the future, please don't hesitate to reach out.\n>\n> Best regards,\n> Momcozy Customer Support Team\n>\n> * * *\n> Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.\n>\n>\n>\n> This email is a service from Momcozy. Delivered by Zendesk\n>\n>\n> On March 10, 2026 at 11:06:02 AM UTC, Sicileigh Hansen sicileighsilvaz@gmail.com wrote:\n>\n> > That sounds great. Thank you for the tracking information and for clarifying what is included in the replacement cup set.\n> >\n> > I appreciate all of your help with this.\n> >\n> > Best regards,\n> >\n> > Sicileigh\n>\n> > On Tue, Mar 10, 2026 at 3:41 AM Lisa (Momcozy support) <support@momcozy.com> wrote:\n> >\n> > > Hello,\n> > >\n> > > Thank you for your update.\n> > >\n> > > Upon checking, your replacement is still in transit. Please wait for the carrier to deliver it at the earliest possible time.\n> > >\n> > > Below is the tracking information for your package. You can easily track the status of your delivery by visiting the official website of the courier.\n> > >\n> > > Here is your tracking number: 1ZB286X90319550760\n> > > Feel free to track your package using this link: https://www.ups.com/track?track=yes&trackNums=1ZB286X90319550760&loc=en_US&requester=ST/trackdetails\n> > >\n> > > ![]()\n> > >\n> > > Also, we would like to inform you that the cup set include the following: (24mm flange+Milk Cup+Valve+Diaphragm+Milk Cup Cover+Flange Cover)\n> > >\n> > > Thank you for your patience and understanding.\n> > >\n> > > Best regards,\n> > > Momcozy Customer Support Team\n> > >\n> > > * * *\n> > > Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.\n> > >\n> > >\n> > >\n> > > This email is a service from Momcozy. Delivered by Zendesk\n> > >\n> > >\n> > > On March 10, 2026 at 7:01:38 AM UTC, Sicileigh Hansen sicileighsilvaz@gmail.com wrote:\n> > >\n> > > > Thank you so much for sending the replacement. I really appreciate you helping with the warranty and taking care of this.\n> > > >\n> > > > I just wanted to check—will the replacement cup set also include new duckbills? And will a tracking number be provided once it ships?\n> > > >\n> > > > Thank you again for all your help.\n> > > >\n> > > > Sicileigh\n> > >\n> > > > On Fri, Mar 6, 2026 at 2:54 AM Lisa (Momcozy support) <support@momcozy.com> wrote:\n> > > >\n> > > > > Hi there,\n> > > > >\n> > > > > Thank you very much for taking the time to inform us and assisting us in resolving this issue.\n> > > > >\n> > > > > We have arranged a 2 CUP SET replacement for you. Processing time is up to 48 hrs. Please allow 3-7 business days for the delivery. Please be assured that you will receive the replacement within the timeframe. Please wait patiently.\n> > > > >\n> > > > > Again, we are deeply sorry for any inconvenience this issue has caused you, and we appreciate you giving us the chance to correct it for you. We're so much grateful for your support and consideration.\n> > > > >\n> > > > > If you have other questions, feel free to contact us.\n> > > > >\n> > > > > Best regards,\n> > > > > Momcozy Customer Support Team\n> > > > > --\n> > > > > Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.\n> > > > >\n> > > > >\n> > > > >\n> > > > > This email is a service from Momcozy. Delivered by Zendesk\n> > > > >\n> > > > >\n> > > > > On March 6, 2026 at 8:19:51 AM UTC, Sicileigh Hansen sicileighsilvaz@gmail.com wrote:\n> > > > >\n> > > > > > Hello,\n> > > > > >\n> > > > > > Thank you for getting back to me. I’m happy to provide the requested information.\n> > > > > >\n> > > > > > • Serial Numbers (SN):\n> > > > > > M9BP269NRD025081124680G593FN11317\n> > > > > > M9BP269NRD02508112DAC0G593FN11665\n> > > > > >\n> > > > > > • How long I’ve been using the accessories: I received the pump at the end of January and have only used it a handful of times.\n> > > > > >\n> > > > > > • Cleaning routine: After every use, I fully disassemble the parts and wash them with warm soapy water, ensuring all milk residue is removed. I rinse thoroughly and allow them to air dry.\n> > > > > >\n> > > > > > • Sterilization habits: I sterilize the parts regularly using my Momcozy sterilizer, following the recommended guidelines.\n> > > > > >\n> > > > > > • Storage: Once the parts are completely dry, I store them in a clean, dry place until the next use.\n> > > > > >\n> > > > > > Despite this careful care, the pieces have broken and the duckbill has chipped after only a few uses. This appears to be a manufacturing defect, as the pump and accessories have been handled properly at all times.\n> > > > > >\n> > > > > > Shipping Information:\n> > > > > > Name: Sicileigh Hansen\n> > > > > > Province/State: Idaho\n> > > > > > City: Burley\n> > > > > > Zip Code: 83318\n> > > > > > Street Address: 245 South Hills St.\n> > > > > > Contact Number: 208-312-5171\n> > > > > >\n> > > > > > Please let me know if you need any additional information or photos. I appreciate your help in resolving this.\n> > > > > >\n> > > > > > Thank you,\n> > > > > > Sicileigh\n> > > > > >\n> > > > > >\n> > > > > >\n> > > > > >\n> > > > > >\n> > > > > > On Fri, Mar 6, 2026 at 12:44 AM Lisa (Momcozy support) <support@momcozy.com> wrote:\n> > > > >\n> > > > > > > Hello,\n> > > > > > >\n> > > > > > > Thank you for taking the time to share your experience with us. We're truly sorry to learn that your breast pump accessories have been damaged, and we sincerely apologize for any inconvenience this has caused you and your daily routine.\n> > > > > > >\n> > > > > > > To help us understand what might have happened and find the best solution for you, could you please share a few details about how you've been using and caring for your accessories? This information will be incredibly valuable for our product specialists.\n> > > > > > >\n> > > > > > > To assist our investigation, please share:\n> > > > > > >\n> > > > > > > • To better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.\n> > > > > > >\n> > > > > > > • How long you've been using the accessories since receiving them\n> > > > > > >\n> > > > > > > • Your cleaning routine (frequency, method, and products used)\n> > > > > > >\n> > > > > > > • Your sterilization habits (frequency, method, and equipment)\n> > > > > > >\n> > > > > > > • How you typically store the parts when not in use\n> > > > > > >\n> > > > > > > Once we receive these details, our team will personally review your case and determine the most appropriate way to resolve this for you.\n> > > > > > >\n> > > > > > > If replacement needed, we’d be more than happy to offer a replacement part. Could you please provide your address information in the format below?\n> > > > > > >\n> > > > > > > Name:\n> > > > > > > Province/State:\n> > > > > > > City:\n> > > > > > > Zip Code:\n> > > > > > > Street Address:\n> > > > > > > Contact Number:\n> > > > > > >\n> > > > > > > We know how important these accessories are for your breastfeeding journey, and we want to ensure you have only the best experience with our products. Thank you for trusting us with this matter - we're committed to making things right for you.\n> > > > > > >\n> > > > > > > Looking forward to your response.\n> > > > > > >\n> > > > > > > Best regards,\n> > > > > > > Momcozy Customer Support Team\n> > > > > > >\n> > > > > > >\n> > > > > > >\n> > > > > > > This email is a service from Momcozy. Delivered by Zendesk\n> > > > > > >\n> > > > > > >\n> > > > > > > On March 5, 2026 at 9:53:58 PM UTC, Sicileigh Hansen sicileighsilvaz@gmail.com wrote:\n> > > > > > >\n> > > > > > > > Hello,\n> > > > > > > >\n> > > > > > > > I’m reaching out about a warranty claim for my Momcozy M9 hands free pump that I received through Aeroflow.\n> > > > > > > >\n> > > > > > > > After only a handful of uses, the plastic connector piece on both pumps broke on both sides. I’ve been very careful when assembling, cleaning, and using the pump, so it was really surprising and disappointing to see this happen so quickly. Since it has only been used a few times and handled properly, it appears to be a product defect.\n> > > > > > > >\n> > > > > > > > The duckbill valve that attaches to the milk collector also chipped.\n> > > > > > > >\n> > > > > > > > I’ve attached a photo of the broken part for reference and would really appreciate help with replacements under the warranty.\n> > > > > > > >\n> > > > > > > > Thank you for your help.\n> > > > > > > >\n> > > > > > > > Sicileigh Hansen\n> > > > > > >\n> > > > > > > [WMK590-ZJ602]\n> > > > >\n> > > > > >\n> > > > >\n> > > > > [WMK590-ZJ602]\n> > >\n> > > >\n> > >\n> > > [WMK590-ZJ602]\n>\n> >\n>\n> [WMK590-ZJ602]",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><div><div style=\"font-size: inherit;\">Hello,<br style=\"font-size: inherit;\">I am following up on my previous warranty claim regarding my Momcozy M9 hands free pump. As mentioned in my first email, the plastic connector pieces on both pumps broke after only a handful of uses and were subsequently replaced.<br style=\"font-size: inherit;\">Unfortunately, I am now experiencing an even more serious issue. Yesterday, the motor on my pump completely stopped working and will not turn on at all, despite the pumps being fully charged. I attempted a reset as directed, but it had no effect.<br style=\"font-size: inherit;\">This is extremely distressing as I am an exclusive pumper and was in a situation yesterday where I urgently needed my pump to function and it failed me entirely.<br style=\"font-size: inherit;\">I want to be clear that I take great care of my equipment, keep it in excellent condition, and follow the usage instructions exactly as stated. Given that the bottom portion of the pump already had to be replaced and now the motor has completely failed, I strongly believe this is a defect with the pump itself rather than anything related to user error.<br style=\"font-size: inherit;\">I have not had these pumps for long and I should not be experiencing failures of this magnitude. I am requesting a full replacement of the pump under warranty and will include proof of purchase for your records.<br style=\"font-size: inherit;\">Thank you for your attention to this matter.<br style=\"font-size: inherit;\">Sicileigh Hansen</div><div style=\"font-size: inherit;\" dir=\"auto\"><br></div><div style=\"font-size: inherit;\" dir=\"auto\"><div><img src=\"https://rootglobal.zendesk.com/attachments/token/dX5ZD9vxf0ePKu5e5HGIedy8r/?name=3973517E-4DC8-499C-BFD3-9CBC053CECDB.jpeg\" style=\"max-width: 100%;\"></div><br></div><br><div><div dir=\"ltr\">On Tue, Mar 10, 2026 at 9:36 PM Lisa (Momcozy support) <<a href=\"mailto:support@momcozy.com\" rel=\"noreferrer\">support@momcozy.com</a>> wrote:<br></div><blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"><u></u>\n \n \n\n \n \n<div style=\"width: 100% !important; margin: 0px; padding: 0px;\">\n <div style=\" font-size: 14px; line-height: 1.5; color: rgb(68,68,68);\">\n <div dir=\"auto\">Hello,<br> <br>You are very welcome! We are glad we could help clarify those details for you and get the tracking information sorted out.<br> <br>We truly appreciate your patience and cooperation throughout this process. It was a pleasure assisting you, and we hope the replacement cup set works perfectly for you.<br> <br>If you have any other questions or need further assistance in the future, please don't hesitate to reach out.<br> <br>Best regards,<br>Momcozy Customer Support Team<br><hr>Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.<br></div>\n </div><br>\n <div style=\" font-size: 12px; line-height: 1.5; padding-top: 10px; color: rgb(73,84,92); margin: 10px 0px 14px;\">\n This email is a service from Momcozy. Delivered by <a href=\"https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification\" style=\" color: black;\" rel=\"noreferrer\">Zendesk</a>\n </div><br>\n <div>\n <div>On March 10, 2026 at 11:06:02 AM UTC, Sicileigh Hansen <a href=\"mailto:sicileighsilvaz@gmail.com\" rel=\"noreferrer\">sicileighsilvaz@gmail.com</a> wrote:<br></div>\n <blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"><div>That sounds great. Thank you for the tracking information and for clarifying what is included in the replacement cup set.<br><br>I appreciate all of your help with this.<br><br>Best regards,<br><br>Sicileigh <div><br></div></div></blockquote></div></div><div style=\"width: 100% !important; margin: 0px; padding: 0px;\"><div><blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"><div><div><div dir=\"ltr\">On Tue, Mar 10, 2026 at 3:41 AM Lisa (Momcozy support) <<a href=\"mailto:support@momcozy.com\" rel=\"noreferrer\">support@momcozy.com</a>> wrote:<br></div><blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"><u></u>\n \n \n\n \n \n<div style=\"width: 100% !important; margin: 0px; padding: 0px;\">\n <div style=\" font-size: 14px; line-height: 1.5; color: rgb(68,68,68);\">\n <div dir=\"auto\">Hello,<br><br>Thank you for your update.<br> <br>Upon checking, your replacement is still in transit. Please wait for the carrier to deliver it at the earliest possible time.<br><br>Below is the tracking information for your package. You can easily track the status of your delivery by visiting the official website of the courier.<br><br>Here is your tracking number: 1ZB286X90319550760<br>Feel free to track your package using this link: <a href=\"https://www.ups.com/track?track=yes&trackNums=1ZB286X90319550760&loc=en_US&requester=ST/trackdetails\" rel=\"noreferrer\">https://www.ups.com/track?track=yes&trackNums=1ZB286X90319550760&loc=en_US&requester=ST/trackdetails</a><br> <br><span style=\"opacity: 1; \"><img style=\"width: 874px; max-width: 100%; \"></span><br> <br>Also, we would like to inform you that the cup set include the following: (24mm flange+Milk Cup+Valve+Diaphragm+Milk Cup Cover+Flange Cover)<br><br>Thank you for your patience and understanding. <br><br>Best regards,<br>Momcozy Customer Support Team<br><hr>Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.<br></div>\n </div><br>\n <div style=\" font-size: 12px; line-height: 1.5; padding-top: 10px; color: rgb(73,84,92); margin: 10px 0px 14px;\">\n This email is a service from Momcozy. Delivered by <a href=\"https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification\" style=\" color: black;\" rel=\"noreferrer\">Zendesk</a>\n </div><br>\n <div>\n <div>On March 10, 2026 at 7:01:38 AM UTC, Sicileigh Hansen <a href=\"mailto:sicileighsilvaz@gmail.com\" rel=\"noreferrer\">sicileighsilvaz@gmail.com</a> wrote:<br></div>\n <blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"><div><div style=\"font-size: inherit;\">\n<div style=\"font-size: inherit;\">\n<p dir=\"auto\"><span style=\"font-size: inherit;\">Thank you so much for sending the replacement. I really appreciate you helping with the warranty and taking care of this.</span></p>\n<p dir=\"auto\">I just wanted to check—will the replacement cup set also include new duckbills? And will a tracking number be provided once it ships?</p>\n<p dir=\"auto\">Thank you again for all your help.</p>\n<p dir=\"auto\"><br>\nSicileigh</p>\n</div>\n</div><br></div></blockquote></div></div><div style=\"width: 100% !important; margin: 0px; padding: 0px;\"><div><blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"><div><br><div><div dir=\"ltr\">On Fri, Mar 6, 2026 at 2:54 AM Lisa (Momcozy support) <<a href=\"mailto:support@momcozy.com\" rel=\"noreferrer\">support@momcozy.com</a>> wrote:<br></div><blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"><u></u>\n \n \n\n \n \n<div style=\"width: 100% !important; margin: 0px; padding: 0px;\">\n <div style=\" font-size: 14px; line-height: 1.5; color: rgb(68,68,68);\">\n <div dir=\"auto\">Hi there,<br><br>Thank you very much for taking the time to inform us and assisting us in resolving this issue.<br><br>We have arranged a 2 CUP SET replacement for you. Processing time is up to 48 hrs. Please allow 3-7 business days for the delivery. Please be assured that you will receive the replacement within the timeframe. Please wait patiently.<br><br>Again, we are deeply sorry for any inconvenience this issue has caused you, and we appreciate you giving us the chance to correct it for you. We're so much grateful for your support and consideration.<br><br>If you have other questions, feel free to contact us.<br><br>Best regards,<br>Momcozy Customer Support Team<br>--<br>Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.<br></div>\n </div><br>\n <div style=\" font-size: 12px; line-height: 1.5; padding-top: 10px; color: rgb(73,84,92); margin: 10px 0px 14px;\">\n This email is a service from Momcozy. Delivered by <a href=\"https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification\" style=\" color: black;\" rel=\"noreferrer\">Zendesk</a>\n </div><br>\n <div>\n <div>On March 6, 2026 at 8:19:51 AM UTC, Sicileigh Hansen <a href=\"mailto:sicileighsilvaz@gmail.com\" rel=\"noreferrer\">sicileighsilvaz@gmail.com</a> wrote:<br></div>\n <blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"><div><div style=\"font-size: inherit;\">\n<div style=\"font-size: inherit;\">\n<p dir=\"auto\">Hello,</p>\n<p dir=\"auto\">Thank you for getting back to me. I’m happy to provide the requested information.</p>\n<p dir=\"auto\">• Serial Numbers (SN):<br>\nM9BP269NRD025081124680G593FN11317<br>\nM9BP269NRD02508112DAC0G593FN11665</p>\n<p dir=\"auto\">• How long I’ve been using the accessories: I received the pump at the end of January and have only used it a handful of times.</p>\n<p dir=\"auto\">• Cleaning routine: After every use, I fully disassemble the parts and wash them with warm soapy water, ensuring all milk residue is removed. I rinse thoroughly and allow them to air dry.</p>\n<p dir=\"auto\">• Sterilization habits: I sterilize the parts regularly using my Momcozy sterilizer, following the recommended guidelines.</p>\n<p dir=\"auto\">• Storage: Once the parts are completely dry, I store them in a clean, dry place until the next use.</p>\n<p dir=\"auto\">Despite this careful care, the pieces have broken and the duckbill has chipped after only a few uses. This appears to be a manufacturing defect, as the pump and accessories have been handled properly at all times.</p>\n<p dir=\"auto\"><br></p>\n<p dir=\"auto\">Shipping Information:<br>\nName: Sicileigh Hansen<br>\nProvince/State: Idaho<br>\nCity: Burley<br>\nZip Code: 83318<br>\nStreet Address: <a href=\"https://www.google.com/maps/search/245+South+Hills+St?entry=gmail&source=g\" rel=\"noreferrer\">245 South Hills St</a>. <br>\nContact Number: 208-312-5171</p>\n<p dir=\"auto\"><br></p>\n<p dir=\"auto\">Please let me know if you need any additional information or photos. I appreciate your help in resolving this.</p>\n<p dir=\"auto\">Thank you,<br>\nSicileigh</p>\n</div>\n</div><br></div><div><br><div><div dir=\"ltr\">On Fri, Mar 6, 2026 at 12:44 AM Lisa (Momcozy support) <<a href=\"mailto:support@momcozy.com\" rel=\"noreferrer\">support@momcozy.com</a>> wrote:<br></div></div></div></blockquote></div></div><div style=\"width: 100% !important; margin: 0px; padding: 0px;\"><div><blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"><div><div><blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"><u></u>\n \n \n\n \n \n<div style=\"width: 100% !important; margin: 0px; padding: 0px;\">\n <div style=\" font-size: 14px; line-height: 1.5; color: rgb(68,68,68);\">\n <div dir=\"auto\">Hello,<br><br>Thank you for taking the time to share your experience with us. We're truly sorry to learn that your breast pump accessories have been damaged, and we sincerely apologize for any inconvenience this has caused you and your daily routine.<br><br>To help us understand what might have happened and find the best solution for you, could you please share a few details about how you've been using and caring for your accessories? This information will be incredibly valuable for our product specialists.<br><br>To assist our investigation, please share:<br><br>• To better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN. <br><br>• How long you've been using the accessories since receiving them<br><br>• Your cleaning routine (frequency, method, and products used)<br><br>• Your sterilization habits (frequency, method, and equipment)<br><br>• How you typically store the parts when not in use<br><br>Once we receive these details, our team will personally review your case and determine the most appropriate way to resolve this for you.<br><br>If replacement needed, we’d be more than happy to offer a replacement part. Could you please provide your address information in the format below?<br><br>Name:<br>Province/State:<br>City:<br>Zip Code:<br>Street Address:<br>Contact Number:<br><br>We know how important these accessories are for your breastfeeding journey, and we want to ensure you have only the best experience with our products. Thank you for trusting us with this matter - we're committed to making things right for you.<br><br>Looking forward to your response.<br><br>Best regards,<br>Momcozy Customer Support Team<br></div>\n </div><br>\n <div style=\" font-size: 12px; line-height: 1.5; padding-top: 10px; color: rgb(73,84,92); margin: 10px 0px 14px;\">\n This email is a service from Momcozy. Delivered by <a href=\"https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification\" style=\" color: black;\" rel=\"noreferrer\">Zendesk</a>\n </div><br>\n <div>\n <div>On March 5, 2026 at 9:53:58 PM UTC, Sicileigh Hansen <a href=\"mailto:sicileighsilvaz@gmail.com\" rel=\"noreferrer\">sicileighsilvaz@gmail.com</a> wrote:<br></div>\n <blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"><div style=\"font-size: inherit;\"><p style=\"font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; font-size: inherit; color: rgb(0,0,0);\" dir=\"auto\">Hello,</p><p style=\"font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; font-size: inherit; color: rgb(0,0,0);\" dir=\"auto\">I’m reaching out about a warranty claim for my Momcozy M9 hands free pump that I received through Aeroflow.</p><p style=\"font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; font-size: inherit; color: rgb(0,0,0);\" dir=\"auto\">After only a handful of uses, the plastic connector piece on both pumps broke on both sides. I’ve been very careful when assembling, cleaning, and using the pump, so it was really surprising and disappointing to see this happen so quickly. Since it has only been used a few times and handled properly, it appears to be a product defect.</p><p style=\"font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; font-size: inherit; color: rgb(0,0,0);\" dir=\"auto\">The duckbill valve that attaches to the milk collector also chipped.</p><p style=\"font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; font-size: inherit; color: rgb(0,0,0);\" dir=\"auto\">I’ve attached a photo of the broken part for reference and would really appreciate help with replacements under the warranty.</p><p style=\"font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; font-size: inherit; color: rgb(0,0,0);\" dir=\"auto\">Thank you for your help.</p><p style=\"font-style: normal; font-weight: 400; letter-spacing: normal; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; font-size: inherit; color: rgb(0,0,0);\" dir=\"auto\"><br>Sicileigh Hansen</p></div>\n</blockquote>\n </div>\n\n<span style=\"color: rgb(255,255,255);\">[WMK590-ZJ602]</span>\n\n<div style=\"display: none;\"> <div> </div></div></div></blockquote></div></div></blockquote></div></div><div style=\"width: 100% !important; margin: 0px; padding: 0px;\"><div><blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"><div><div></div></div>\n</blockquote>\n </div>\n\n<span style=\"color: rgb(255,255,255);\">[WMK590-ZJ602]</span>\n\n<div style=\"display: none;\"> <div> </div></div></div></blockquote></div></div>\n</blockquote></div></div><div style=\"width: 100% !important; margin: 0px; padding: 0px;\"><div><blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"></blockquote>\n </div>\n\n<span style=\"color: rgb(255,255,255);\">[WMK590-ZJ602]</span>\n\n<div style=\"display: none;\"> <div> </div></div></div></blockquote></div></div></blockquote></div></div><div style=\"width: 100% !important; margin: 0px; padding: 0px;\"><div><blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"><div></div>\n</blockquote>\n </div>\n\n<span style=\"color: rgb(255,255,255);\">[WMK590-ZJ602]</span>\n\n<div style=\"display: none;\"> <div> </div></div></div></blockquote></div></div></div>",
"plain_body": "Hello, I am following up on my previous warranty claim regarding my Momcozy M9 hands free pump. As mentioned in my first email, the plastic connector pieces on both pumps broke after only a handful of uses and were subsequently replaced. Unfortunately, I am now experiencing an even more serious issue. Yesterday, the motor on my pump completely stopped working and will not turn on at all, despite the pumps being fully charged. I attempted a reset as directed, but it had no effect. This is extremely distressing as I am an exclusive pumper and was in a situation yesterday where I urgently needed my pump to function and it failed me entirely. I want to be clear that I take great care of my equipment, keep it in excellent condition, and follow the usage instructions exactly as stated. Given that the bottom portion of the pump already had to be replaced and now the motor has completely failed, I strongly believe this is a defect with the pump itself rather than anything related to user error. I have not had these pumps for long and I should not be experiencing failures of this magnitude. I am requesting a full replacement of the pump under warranty and will include proof of purchase for your records. Thank you for your attention to this matter. Sicileigh Hansen \n \n \n On Tue, Mar 10, 2026 at 9:36 PM Lisa (Momcozy support) <support@momcozy.com> wrote:\n \n \n \n\n \n \n \n \n Hello,\n \nYou are very welcome! We are glad we could help clarify those details for you and get the tracking information sorted out.\n \nWe truly appreciate your patience and cooperation throughout this process. It was a pleasure assisting you, and we hope the replacement cup set works perfectly for you.\n \nIf you have any other questions or need further assistance in the future, please don't hesitate to reach out.\n \nBest regards,\nMomcozy Customer Support Team\n Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.\n \n \n\n \n This email is a service from Momcozy. Delivered by Zendesk\n \n\n \n On March 10, 2026 at 11:06:02 AM UTC, Sicileigh Hansen sicileighsilvaz@gmail.com wrote:\n \n That sounds great. Thank you for the tracking information and for clarifying what is included in the replacement cup set.\n\nI appreciate all of your help with this.\n\nBest regards,\n\nSicileigh \n On Tue, Mar 10, 2026 at 3:41 AM Lisa (Momcozy support) <support@momcozy.com> wrote:\n \n \n \n\n \n \n \n \n Hello,\n\nThank you for your update.\n \nUpon checking, your replacement is still in transit. Please wait for the carrier to deliver it at the earliest possible time.\n\nBelow is the tracking information for your package. You can easily track the status of your delivery by visiting the official website of the courier.\n\nHere is your tracking number: 1ZB286X90319550760\nFeel free to track your package using this link: https://www.ups.com/track?track=yes&trackNums=1ZB286X90319550760&loc=en_US&requester=ST/trackdetails\n \n\n \nAlso, we would like to inform you that the cup set include the following: (24mm flange+Milk Cup+Valve+Diaphragm+Milk Cup Cover+Flange Cover)\n\nThank you for your patience and understanding. \n\nBest regards,\nMomcozy Customer Support Team\n Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.\n \n \n\n \n This email is a service from Momcozy. Delivered by Zendesk\n \n\n \n On March 10, 2026 at 7:01:38 AM UTC, Sicileigh Hansen sicileighsilvaz@gmail.com wrote:\n \n \n \n Thank you so much for sending the replacement. I really appreciate you helping with the warranty and taking care of this. \n I just wanted to check—will the replacement cup set also include new duckbills? And will a tracking number be provided once it ships? \n Thank you again for all your help. \n \n\nSicileigh \n \n \n \n On Fri, Mar 6, 2026 at 2:54 AM Lisa (Momcozy support) <support@momcozy.com> wrote:\n \n \n \n\n \n \n \n \n Hi there,\n\nThank you very much for taking the time to inform us and assisting us in resolving this issue.\n\nWe have arranged a 2 CUP SET replacement for you. Processing time is up to 48 hrs. Please allow 3-7 business days for the delivery. Please be assured that you will receive the replacement within the timeframe. Please wait patiently.\n\nAgain, we are deeply sorry for any inconvenience this issue has caused you, and we appreciate you giving us the chance to correct it for you. We're so much grateful for your support and consideration.\n\nIf you have other questions, feel free to contact us.\n\nBest regards,\nMomcozy Customer Support Team\n--\nPlease note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.\n \n \n\n \n This email is a service from Momcozy. Delivered by Zendesk\n \n\n \n On March 6, 2026 at 8:19:51 AM UTC, Sicileigh Hansen sicileighsilvaz@gmail.com wrote:\n \n \n \n Hello, \n Thank you for getting back to me. I’m happy to provide the requested information. \n • Serial Numbers (SN):\n\nM9BP269NRD025081124680G593FN11317\n\nM9BP269NRD02508112DAC0G593FN11665 \n • How long I’ve been using the accessories: I received the pump at the end of January and have only used it a handful of times. \n • Cleaning routine: After every use, I fully disassemble the parts and wash them with warm soapy water, ensuring all milk residue is removed. I rinse thoroughly and allow them to air dry. \n • Sterilization habits: I sterilize the parts regularly using my Momcozy sterilizer, following the recommended guidelines. \n • Storage: Once the parts are completely dry, I store them in a clean, dry place until the next use. \n Despite this careful care, the pieces have broken and the duckbill has chipped after only a few uses. This appears to be a manufacturing defect, as the pump and accessories have been handled properly at all times. \n \n \n Shipping Information:\n\nName: Sicileigh Hansen\n\nProvince/State: Idaho\n\nCity: Burley\n\nZip Code: 83318\n\nStreet Address: 245 South Hills St. \n\nContact Number: 208-312-5171 \n \n \n Please let me know if you need any additional information or photos. I appreciate your help in resolving this. \n Thank you,\n\nSicileigh \n \n \n \n On Fri, Mar 6, 2026 at 12:44 AM Lisa (Momcozy support) <support@momcozy.com> wrote:\n \n \n \n\n \n \n \n \n Hello,\n\nThank you for taking the time to share your experience with us. We're truly sorry to learn that your breast pump accessories have been damaged, and we sincerely apologize for any inconvenience this has caused you and your daily routine.\n\nTo help us understand what might have happened and find the best solution for you, could you please share a few details about how you've been using and caring for your accessories? This information will be incredibly valuable for our product specialists.\n\nTo assist our investigation, please share:\n\n• To better analyze the issue you're experiencing, please provide the UDI (Unique Device Identifier) information located on the bottom of the box. You can scan the QR code next to the production date and SN(Serial Number) on the box to obtain the UDI. If the box has been discarded or there is no UDI label on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN. \n\n• How long you've been using the accessories since receiving them\n\n• Your cleaning routine (frequency, method, and products used)\n\n• Your sterilization habits (frequency, method, and equipment)\n\n• How you typically store the parts when not in use\n\nOnce we receive these details, our team will personally review your case and determine the most appropriate way to resolve this for you.\n\nIf replacement needed, we’d be more than happy to offer a replacement part. Could you please provide your address information in the format below?\n\nName:\nProvince/State:\nCity:\nZip Code:\nStreet Address:\nContact Number:\n\nWe know how important these accessories are for your breastfeeding journey, and we want to ensure you have only the best experience with our products. Thank you for trusting us with this matter - we're committed to making things right for you.\n\nLooking forward to your response.\n\nBest regards,\nMomcozy Customer Support Team\n \n \n\n \n This email is a service from Momcozy. Delivered by Zendesk\n \n\n \n On March 5, 2026 at 9:53:58 PM UTC, Sicileigh Hansen sicileighsilvaz@gmail.com wrote:\n \n Hello, I’m reaching out about a warranty claim for my Momcozy M9 hands free pump that I received through Aeroflow. After only a handful of uses, the plastic connector piece on both pumps broke on both sides. I’ve been very careful when assembling, cleaning, and using the pump, so it was really surprising and disappointing to see this happen so quickly. Since it has only been used a few times and handled properly, it appears to be a product defect. The duckbill valve that attaches to the milk collector also chipped. I’ve attached a photo of the broken part for reference and would really appreciate help with replacements under the warranty. Thank you for your help. \nSicileigh Hansen \n \n \n\n[WMK590-ZJ602]\n\n \n \n \n\n[WMK590-ZJ602]\n\n \n \n \n\n[WMK590-ZJ602]\n\n \n \n \n\n[WMK590-ZJ602]",
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