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"ticket_id": "1250196",
"subject": "M9 concerns",
"description": "Hello,\n\nI purchased my M9 wearable pump on amazon.ca on February 12, 2026. One of the pumps in that pack didn't work and you guys replaced it for me (which was amazing). Now the replacement pump is starting to fail. There is less suction and the motor sounds very quiet compared to the other pump. The milk output is significantly less even with the same pump settings on both pumps. \n\nI have attached my original invoice for you.\n\nAny help would be appreciated,\nJackie Charron",
"status": "solved",
"priority": "high",
"product_model": "milk pump::Momcozy::M9",
"created_at": "2026-05-12T02:00:47Z",
"updated_at": "2026-05-12T07:35:03Z"
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"category_name": "CPI::Weak suction",
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"category_zh": "吸力弱"
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"text": "Hi there,\n \nWe hope this email finds you well.\n \nThank you so much for your kind reply and for sharing your shipping details. 💕\n \nWe have just arranged a replacement shipment for you from our local warehouse. Your new order is being processed and will be on its way within 1-2 business days.The estimated shipping time is 3-7 business days, and we kindly ask for your patience while your package makes its way to you. If you’d like to track your shipment, please feel free to reach out to us after 2 business days, and we’ll be more than happy to share the tracking number with you.💛\n \nHave a great day!\n \nSincerely,\nMomcozy Customer Support Team\n As a warm reminder, 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.Approximately thirty minutes after the work order is closed, our system will automatically send you an invitation to provide feedback. If you satisfied with my service, you can select the “Satisfied” button at that time."
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"created_at": "2026-05-12T03:52:29Z",
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"text": "Thank you for the quick reply. \n Jackie Charron 691 Eagleson Cres NW, Edmonton, AB T6M 0V7, Canada 780-951-6824 1 pump"
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"text": "Dear Android User 2022454960575226162, \n Thank you for your message. We hope you're doing well! \n After verifying your order number and confirming that the product is still under warranty, we are willing to send you a replacement. To proceed, we kindly request the following details: \n \n Full name \n Detailed address \n Phone number \n Quantity of faulty pumps \n \n Additionally, 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 no UDI label is present, you may also scan the QR code on the bottom of the device to retrieve the product's SN. \n Regarding the issue of weak suction and a quiet motor, here are some steps you can try to resolve the problem: \n \n \n Test the Motor: \n \n Disassemble the motor from the milk bowl. \n Place your thumb over the motor's suction port and test the suction at both level 1 and level 9. You should feel a noticeable difference in strength. \n If you have two pumps, try switching the motors between the collection cups to determine if the issue is with the motor or the accessories. \n \n \n \n Check the Accessories: \n \n Inspect the silicone diaphragm and valve to ensure they are properly installed and undamaged. Reinstalling the flange and accessories can sometimes restore normal suction. \n Silicone parts naturally wear over time. For optimal performance, replace them every 1-3 months. \n Ensure you are using the correct flange size for your nipple size, as this can affect suction. \n Use a supportive, full-coverage nursing bra to maintain a secure seal, and ensure the flange sits flush against your breast during use. \n \n \n \n If these steps do not resolve the issue, please provide photos of your pump motors (showing manufacturer details) and any parts purchased from our official store. This will help us assist you further. \n We understand how frustrating this situation can be, and we are here to support you. Thank you for your patience and understanding. \n If your product was purchased from a non-authorized seller, please contact the seller directly for a faster resolution. \n Best regards,\n\nMomcozy Customer Support Team"
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"text": "Hello, \n I purchased my M9 wearable pump on amazon.ca on February 12, 2026. One of the pumps in that pack didn't work and you guys replaced it for me (which was amazing). Now the replacement pump is starting to fail. There is less suction and the motor sounds very quiet compared to the other pump. The milk output is significantly less even with the same pump settings on both pumps. \n I have attached my original invoice for you. \n Any help would be appreciated, Jackie Charron"
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"body": "Hi there,\n\nWe hope this email finds you well.\n\nThank you so much for your kind reply and for sharing your shipping details. 💕\n\nWe have just arranged a replacement shipment for you from our local warehouse. Your new order is being processed and will be on its way within 1-2 business days.The estimated shipping time is 3-7 business days, and we kindly ask for your patience while your package makes its way to you. If you’d like to track your shipment, please feel free to reach out to us after 2 business days, and we’ll be more than happy to share the tracking number with you.💛\n\nHave a great day!\n\nSincerely,\nMomcozy Customer Support Team\n\n* * *\nAs a warm reminder, 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.Approximately thirty minutes after the work order is closed, our system will automatically send you an invitation to provide feedback. If you satisfied with my service, you can select the “Satisfied” button at that time.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hi there,<br> <br>We hope this email finds you well.<br> <br>Thank you so much for your kind reply and for sharing your shipping details. 💕<br> <br>We have just arranged a replacement shipment for you from our local warehouse. Your new order is being processed and will be on its way within 1-2 business days.The estimated shipping time is 3-7 business days, and we kindly ask for your patience while your package makes its way to you. If you’d like to track your shipment, please feel free to reach out to us after 2 business days, and we’ll be more than happy to share the tracking number with you.💛<br> <br>Have a great day!<br> <br>Sincerely,<br>Momcozy Customer Support Team<br><hr>As a warm reminder, 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.Approximately thirty minutes after the work order is closed, our system will automatically send you an invitation to provide feedback. If you satisfied with my service, you can select the “Satisfied” button at that time.<br></div>",
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"body": "Thank you for the quick reply.\n\n\nJackie Charron\n\n691 Eagleson Cres NW, Edmonton, AB T6M 0V7, Canada\n\n780-951-6824\n\n1 pump\n ",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"auto\"><div>Thank you for the quick reply.<div dir=\"auto\"><br></div><div dir=\"auto\">Jackie Charron</div><div dir=\"auto\">691 Eagleson Cres NW, Edmonton, AB T6M 0V7, Canada</div><div dir=\"auto\">780-951-6824 </div><div dir=\"auto\">1 pump<br><img src=\"https://rootglobal.zendesk.com/attachments/token/wLbyfpxhnZbkjUgQJCQ0GdYMO/?name=1000091906.jpg\" style=\"max-width: 100%; height: auto;\"><br><br></div><br><br><div></div></div></div></div>",
"plain_body": "Thank you for the quick reply. \n Jackie Charron 691 Eagleson Cres NW, Edmonton, AB T6M 0V7, Canada 780-951-6824 1 pump",
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"body": "Dear Android User 2022454960575226162,\n\nThank you for your message. We hope you're doing well!\n\nAfter verifying your order number and confirming that the product is still under warranty, we are willing to send you a replacement. To proceed, we kindly request the following details:\n- Full name\n- Detailed address\n- Phone number\n- Quantity of faulty pumps\n\nAdditionally, 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 no UDI label is present, you may also scan the QR code on the bottom of the device to retrieve the product's SN.\n\nRegarding the issue of weak suction and a quiet motor, here are some steps you can try to resolve the problem:\n1. **Test the Motor:**\n\n2. **Check the Accessories:**\n\nIf these steps do not resolve the issue, please provide photos of your pump motors (showing manufacturer details) and any parts purchased from our official store. This will help us assist you further.\n\nWe understand how frustrating this situation can be, and we are here to support you. Thank you for your patience and understanding.\n\nIf your product was purchased from a non-authorized seller, please contact the seller directly for a faster resolution.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Dear Android User 2022454960575226162,</p>\n<p dir=\"auto\">Thank you for your message. We hope you're doing well!</p>\n<p dir=\"auto\">After verifying your order number and confirming that the product is still under warranty, we are willing to send you a replacement. To proceed, we kindly request the following details:</p>\n<ul dir=\"auto\">\n<li>Full name</li>\n<li>Detailed address</li>\n<li>Phone number</li>\n<li>Quantity of faulty pumps</li>\n</ul>\n<p dir=\"auto\">Additionally, 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 no UDI label is present, you may also scan the QR code on the bottom of the device to retrieve the product's SN.</p>\n<p dir=\"auto\">Regarding the issue of weak suction and a quiet motor, here are some steps you can try to resolve the problem:</p>\n<ol dir=\"auto\">\n<li>\n<p dir=\"auto\"><strong>Test the Motor:</strong></p>\n<ul dir=\"auto\">\n<li>Disassemble the motor from the milk bowl.</li>\n<li>Place your thumb over the motor's suction port and test the suction at both level 1 and level 9. You should feel a noticeable difference in strength.</li>\n<li>If you have two pumps, try switching the motors between the collection cups to determine if the issue is with the motor or the accessories.</li>\n</ul>\n</li>\n<li>\n<p dir=\"auto\"><strong>Check the Accessories:</strong></p>\n<ul dir=\"auto\">\n<li>Inspect the silicone diaphragm and valve to ensure they are properly installed and undamaged. Reinstalling the flange and accessories can sometimes restore normal suction.</li>\n<li>Silicone parts naturally wear over time. For optimal performance, replace them every 1-3 months.</li>\n<li>Ensure you are using the correct flange size for your nipple size, as this can affect suction.</li>\n<li>Use a supportive, full-coverage nursing bra to maintain a secure seal, and ensure the flange sits flush against your breast during use.</li>\n</ul>\n</li>\n</ol>\n<p dir=\"auto\">If these steps do not resolve the issue, please provide photos of your pump motors (showing manufacturer details) and any parts purchased from our official store. This will help us assist you further.</p>\n<p dir=\"auto\">We understand how frustrating this situation can be, and we are here to support you. Thank you for your patience and understanding.</p>\n<p dir=\"auto\">If your product was purchased from a non-authorized seller, please contact the seller directly for a faster resolution.</p>\n<p dir=\"auto\">Best regards,<br>\nMomcozy Customer Support Team</p></div>",
"plain_body": "Dear Android User 2022454960575226162, \n Thank you for your message. We hope you're doing well! \n After verifying your order number and confirming that the product is still under warranty, we are willing to send you a replacement. To proceed, we kindly request the following details: \n \n Full name \n Detailed address \n Phone number \n Quantity of faulty pumps \n \n Additionally, 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 no UDI label is present, you may also scan the QR code on the bottom of the device to retrieve the product's SN. \n Regarding the issue of weak suction and a quiet motor, here are some steps you can try to resolve the problem: \n \n \n Test the Motor: \n \n Disassemble the motor from the milk bowl. \n Place your thumb over the motor's suction port and test the suction at both level 1 and level 9. You should feel a noticeable difference in strength. \n If you have two pumps, try switching the motors between the collection cups to determine if the issue is with the motor or the accessories. \n \n \n \n Check the Accessories: \n \n Inspect the silicone diaphragm and valve to ensure they are properly installed and undamaged. Reinstalling the flange and accessories can sometimes restore normal suction. \n Silicone parts naturally wear over time. For optimal performance, replace them every 1-3 months. \n Ensure you are using the correct flange size for your nipple size, as this can affect suction. \n Use a supportive, full-coverage nursing bra to maintain a secure seal, and ensure the flange sits flush against your breast during use. \n \n \n \n If these steps do not resolve the issue, please provide photos of your pump motors (showing manufacturer details) and any parts purchased from our official store. This will help us assist you further. \n We understand how frustrating this situation can be, and we are here to support you. Thank you for your patience and understanding. \n If your product was purchased from a non-authorized seller, please contact the seller directly for a faster resolution. \n Best regards,\n\nMomcozy Customer Support Team",
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"body": "Hello,\n\n\nI purchased my M9 wearable pump on amazon.ca on February 12, 2026. One of the pumps in that pack didn't work and you guys replaced it for me (which was amazing). Now the replacement pump is starting to fail. There is less suction and the motor sounds very quiet compared to the other pump. The milk output is significantly less even with the same pump settings on both pumps.\n\n\n\nI have attached my original invoice for you.\n\n\n\nAny help would be appreciated,\n\nJackie Charron",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"ltr\">Hello,<div><br></div><div>I purchased my M9 wearable pump on <a href=\"http://amazon.ca\" rel=\"noreferrer\">amazon.ca</a> on February 12, 2026. One of the pumps in that pack didn't work and you guys replaced it for me (which was amazing). Now the replacement pump is starting to fail. There is less suction and the motor sounds very quiet compared to the other pump. The milk output is significantly less even with the same pump settings on both pumps. </div><div><br></div><div>I have attached my original invoice for you.</div><div><br></div><div>Any help would be appreciated,</div><div>Jackie Charron</div></div></div>",
"plain_body": "Hello, \n I purchased my M9 wearable pump on amazon.ca on February 12, 2026. One of the pumps in that pack didn't work and you guys replaced it for me (which was amazing). Now the replacement pump is starting to fail. There is less suction and the motor sounds very quiet compared to the other pump. The milk output is significantly less even with the same pump settings on both pumps. \n I have attached my original invoice for you. \n Any help would be appreciated, Jackie Charron",
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