提取后的分类输入 JSON
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"ticket": {
"ticket_id": "1250881",
"subject": "Re: Important Reminder: Firmware Update Confirmation Required for BM04 Devices",
"description": "Dear William,\n\nThank you for your follow-up.\n\nI can confirm that I have received the firmware upgrade kit and successfully completed the update process for my BM04 device. Since the update, I have noticed an improved battery life for the monitor.\n\nHowever, I would like to report a minor bug regarding the zoom function:\nIf the monitor is zoomed in (e.g., 2x) and the screen turns off, it automatically resets to 1x zoom when reactivated. If I then press the zoom button again, it skips the next level and jumps directly to 4x zoom. It would be great if this could be addressed in a future update.\n\nBest regards,\n\nJan Hanckel\n\nAm Di., 12. Mai 2026 um 10:02 Uhr schrieb support momcozy :\n\nDear Customer,\n\nWe hope this message finds you well.\n\nWe are writing to kindly follow up regarding the firmware upgrade kit you previously received for your BM04 device.\n\nAs part of a mandatory requirement issued by the German regulatory authorities, the firmware update is essential to ensure that your device continues to operate safely, stably, and in compliance with local regulations. We sincerely appreciate your cooperation in completing this important step.\n\nTo help us better support you, could you please confirm the following:\n\n* Whether you have received the firmware upgrade kit we previously sent\n* Whether you have already completed the firmware update process\n* If the update has been completed, whether it was successful\n* After the update, how your device is performing (e.g. stability, connectivity, audio/video performance, etc.)\n\nIf you have not yet completed the update:\n\nWe kindly ask you to perform the firmware upgrade at your earliest convenience. To make the process as simple as possible, we have attached the step-by-step firmware update guide below. Please follow the instructions carefully to ensure a smooth update process.\n momcozy BM03&BM04 Update instruction.pdf (https://drive.google.com/file/d/1WxtuLIKaUZucAedPKVvqQl0fzGocbssb/view?usp=drive_web)\n\nIf you experience any difficulties during the update, or if anything is unclear, please do not hesitate to contact us. Our support team is ready to assist you and ensure the update is completed successfully.\n\nWe truly appreciate your time and cooperation in helping us complete this important process.\n\nThank you very much for your understanding and support.\n\nKind regards,\nWilliam\nMomcozy Customer Support Team",
"status": "pending",
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"created_at": "2026-05-12T08:57:03Z",
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"created_at": "2026-05-13T16:37:40Z",
"author_id": "33112157430809",
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"text": "Dear Jan,\n \nThank you for your detailed update and for confirming that the firmware upgrade has been successfully completed. We’re glad to hear that you have noticed an improvement in the monitor’s battery life.\n \nWe also appreciate you reporting the zoom function behavior in such a clear way. To help us investigate this further, could you please send us a short video showing the issue when it occurs? This will allow our product engineering team to review the behavior more accurately. If the video file is too large to send via email, you may upload it via WeTransfer and share the download link with us here: https://wetransfer.com. Additionally, please include your order number or a screenshot of your BM04 purchase details in your next email for our reference.\n \nWe truly appreciate your patience and cooperation while we look into this matter.\n \nBest regards,\nMomcozy Customer Support Team"
},
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"conversation_id": "57848299562777",
"type": "Comment",
"created_at": "2026-05-12T11:30:18Z",
"author_id": "33115828554905",
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"text": "Dear Jan Hanckel, \n Thank you for your inquiry regarding the firmware update for your Baby monitor BM04. We sincerely apologize for any inconvenience this update may have caused you and greatly appreciate your understanding and patience. \n Please use the link below to download the necessary files for the firmware update of your Baby monitor BM04: https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing \n The folder contains: \n \n One PDF firmware update tutorial \n Two BIN firmware files\nPlease download both BIN files to your SD card, then follow the step-by-step instructions in the PDF to complete the update. \n \n If you encounter any issues during the process, please feel free to contact us. Our technical team will assist you promptly. \n If you prefer to reach us via WhatsApp, our number is: +1 619 848 0676\nService Time for WhatsApp: Mon-Fri 03:00–12:30, 14:00–23:00; Sat-Sun 14:00–23:00 (Germany Time) \n Note: This firmware package is currently being released in phases by region. At this stage, it is only prioritized for devices in Germany. Other EU regions will be supported gradually afterwards. For other regions, due to possible differences in device versions, regulatory requirements, and compatibility verification, this firmware package is not available at this time. Thank you for your understanding. \n Best regards,\nMomcozy Customer Support Team"
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"text": "Dear William, \n Thank you for your follow-up. \n I can confirm that I have received the firmware upgrade kit and successfully completed the update process for my BM04 device. Since the update, I have noticed an improved battery life for the monitor. \n However, I would like to report a minor bug regarding the zoom function: If the monitor is zoomed in (e.g., 2x) and the screen turns off, it automatically resets to 1x zoom when reactivated. If I then press the zoom button again, it skips the next level and jumps directly to 4x zoom. It would be great if this could be addressed in a future update. \n Best regards, \n Jan Hanckel \n \n Am Di., 12. Mai 2026 um 10:02 Uhr schrieb support momcozy :\n Dear Customer,\n\nWe hope this message finds you well.\n\nWe are writing to kindly follow up regarding the firmware upgrade kit you previously received for your BM04 device.\n\nAs part of a mandatory requirement issued by the German regulatory authorities, the firmware update is essential to ensure that your device continues to operate safely, stably, and in compliance with local regulations. We sincerely appreciate your cooperation in completing this important step.\n\nTo help us better support you, could you please confirm the following:\n\n Whether you have received the firmware upgrade kit we previously sent Whether you have already completed the firmware update process If the update has been completed, whether it was successful After the update, how your device is performing (e.g. stability, connectivity, audio/video performance, etc.) \nIf you have not yet completed the update:\n\nWe kindly ask you to perform the firmware upgrade at your earliest convenience. To make the process as simple as possible, we have attached the step-by-step firmware update guide below. Please follow the instructions carefully to ensure a smooth update process. momcozy BM03&BM04 Update instruction.pdf \n\nIf you experience any difficulties during the update, or if anything is unclear, please do not hesitate to contact us. Our support team is ready to assist you and ensure the update is completed successfully.\n\nWe truly appreciate your time and cooperation in helping us complete this important process.\n\nThank you very much for your understanding and support.\n\nKind regards,\nWilliam Momcozy Customer Support Team"
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"body": "Dear Jan,\n\nThank you for your detailed update and for confirming that the firmware upgrade has been successfully completed. We’re glad to hear that you have noticed an improvement in the monitor’s battery life.\n\nWe also appreciate you reporting the zoom function behavior in such a clear way. To help us investigate this further, could you please send us a short video showing the issue when it occurs? This will allow our product engineering team to review the behavior more accurately. If the video file is too large to send via email, you may upload it via WeTransfer and share the download link with us here: https://wetransfer.com. Additionally, please include your order number or a screenshot of your BM04 purchase details in your next email for our reference.\n\nWe truly appreciate your patience and cooperation while we look into this matter.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Dear Jan,<br> <br>Thank you for your detailed update and for confirming that the firmware upgrade has been successfully completed. We’re glad to hear that you have noticed an improvement in the monitor’s battery life.<br> <br>We also appreciate you reporting the zoom function behavior in such a clear way. To help us investigate this further, could you please send us a short video showing the issue when it occurs? This will allow our product engineering team to review the behavior more accurately. If the video file is too large to send via email, you may upload it via WeTransfer and share the download link with us here:<a rel=\"noopener noreferrer\" href=\"https://wetransfer.com\"> https://wetransfer.com</a>. Additionally, please include your order number or a screenshot of your BM04 purchase details in your next email for our reference.<br> <br>We truly appreciate your patience and cooperation while we look into this matter.<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Dear Jan,\n \nThank you for your detailed update and for confirming that the firmware upgrade has been successfully completed. We’re glad to hear that you have noticed an improvement in the monitor’s battery life.\n \nWe also appreciate you reporting the zoom function behavior in such a clear way. To help us investigate this further, could you please send us a short video showing the issue when it occurs? This will allow our product engineering team to review the behavior more accurately. If the video file is too large to send via email, you may upload it via WeTransfer and share the download link with us here: https://wetransfer.com. Additionally, please include your order number or a screenshot of your BM04 purchase details in your next email for our reference.\n \nWe truly appreciate your patience and cooperation while we look into this matter.\n \nBest regards,\nMomcozy Customer Support Team",
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"body": "Dear Jan Hanckel,\n\nThank you for your inquiry regarding the firmware update for your Baby monitor BM04. We sincerely apologize for any inconvenience this update may have caused you and greatly appreciate your understanding and patience.\n\nPlease use the link below to download the necessary files for the firmware update of your Baby monitor BM04: https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing\n\nThe folder contains:\n1. One PDF firmware update tutorial\n2. Two BIN firmware files\nPlease download both BIN files to your SD card, then follow the step-by-step instructions in the PDF to complete the update.\n\nIf you encounter any issues during the process, please feel free to contact us. Our technical team will assist you promptly.\n\nIf you prefer to reach us via WhatsApp, our number is: +1 619 848 0676\nService Time for WhatsApp: Mon-Fri 03:00–12:30, 14:00–23:00; Sat-Sun 14:00–23:00 (Germany Time)\n\nNote: This firmware package is currently being released in phases by region. At this stage, it is only prioritized for devices in Germany. Other EU regions will be supported gradually afterwards. For other regions, due to possible differences in device versions, regulatory requirements, and compatibility verification, this firmware package is not available at this time. Thank you for your understanding.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Dear Jan Hanckel,</p>\n<p dir=\"auto\">Thank you for your inquiry regarding the firmware update for your Baby monitor BM04. We sincerely apologize for any inconvenience this update may have caused you and greatly appreciate your understanding and patience.</p>\n<p dir=\"auto\">Please use the link below to download the necessary files for the firmware update of your Baby monitor BM04: <a href=\"https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing\" rel=\"noopener noreferrer\">https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing</a></p>\n<p dir=\"auto\">The folder contains:</p>\n<ol dir=\"auto\">\n<li>One PDF firmware update tutorial</li>\n<li>Two BIN firmware files<br>Please download both BIN files to your SD card, then follow the step-by-step instructions in the PDF to complete the update.</li>\n</ol>\n<p dir=\"auto\">If you encounter any issues during the process, please feel free to contact us. Our technical team will assist you promptly.</p>\n<p dir=\"auto\">If you prefer to reach us via WhatsApp, our number is: +1 619 848 0676<br>Service Time for WhatsApp: Mon-Fri 03:00–12:30, 14:00–23:00; Sat-Sun 14:00–23:00 (Germany Time)</p>\n<p dir=\"auto\">Note: This firmware package is currently being released in phases by region. At this stage, it is only prioritized for devices in Germany. Other EU regions will be supported gradually afterwards. For other regions, due to possible differences in device versions, regulatory requirements, and compatibility verification, this firmware package is not available at this time. Thank you for your understanding.</p>\n<p dir=\"auto\">Best regards,<br>Momcozy Customer Support Team</p></div>",
"plain_body": "Dear Jan Hanckel, \n Thank you for your inquiry regarding the firmware update for your Baby monitor BM04. We sincerely apologize for any inconvenience this update may have caused you and greatly appreciate your understanding and patience. \n Please use the link below to download the necessary files for the firmware update of your Baby monitor BM04: https://drive.google.com/drive/folders/1e5uTzwjNc6NRkYPTwuY0FUzt9pLtCE22?usp=sharing \n The folder contains: \n \n One PDF firmware update tutorial \n Two BIN firmware files\nPlease download both BIN files to your SD card, then follow the step-by-step instructions in the PDF to complete the update. \n \n If you encounter any issues during the process, please feel free to contact us. Our technical team will assist you promptly. \n If you prefer to reach us via WhatsApp, our number is: +1 619 848 0676\nService Time for WhatsApp: Mon-Fri 03:00–12:30, 14:00–23:00; Sat-Sun 14:00–23:00 (Germany Time) \n Note: This firmware package is currently being released in phases by region. At this stage, it is only prioritized for devices in Germany. Other EU regions will be supported gradually afterwards. For other regions, due to possible differences in device versions, regulatory requirements, and compatibility verification, this firmware package is not available at this time. Thank you for your understanding. \n Best regards,\nMomcozy Customer Support Team",
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"body": "Dear William,\n\n\n\nThank you for your follow-up.\n\n\n\nI can confirm that I have received the firmware upgrade kit and successfully completed the update process for my BM04 device. Since the update, I have noticed an improved battery life for the monitor.\n\n\n\nHowever, I would like to report a minor bug regarding the zoom function:\n\nIf the monitor is zoomed in (e.g., 2x) and the screen turns off, it automatically resets to 1x zoom when reactivated. If I then press the zoom button again, it skips the next level and jumps directly to 4x zoom. It would be great if this could be addressed in a future update.\n\n\n\nBest regards,\n\n\n\nJan Hanckel\n\n\n\n\nAm Di., 12. Mai 2026 um 10:02 Uhr schrieb support momcozy <support@momcozy.com>:\n\n> Dear Customer,\n>\n> We hope this message finds you well.\n>\n> We are writing to kindly follow up regarding the firmware upgrade kit you previously received for your BM04 device.\n>\n> As part of a mandatory requirement issued by the German regulatory authorities, the firmware update is essential to ensure that your device continues to operate safely, stably, and in compliance with local regulations. We sincerely appreciate your cooperation in completing this important step.\n>\n> To help us better support you, could you please confirm the following:\n>\n>\n> - Whether you have received the firmware upgrade kit we previously sent\n> - Whether you have already completed the firmware update process\n> - If the update has been completed, whether it was successful\n> - After the update, how your device is performing (e.g. stability, connectivity, audio/video performance, etc.)\n>\n>\n> If you have not yet completed the update:\n>\n> We kindly ask you to perform the firmware upgrade at your earliest convenience. To make the process as simple as possible, we have attached the step-by-step firmware update guide below. Please follow the instructions carefully to ensure a smooth update process.\n>  momcozy BM03&BM04 Update instruction.pdf\n>\n>\n> If you experience any difficulties during the update, or if anything is unclear, please do not hesitate to contact us. Our support team is ready to assist you and ensure the update is completed successfully.\n>\n> We truly appreciate your time and cooperation in helping us complete this important process.\n>\n> Thank you very much for your understanding and support.\n>\n> Kind regards,\n> William\n> Momcozy Customer Support Team",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"ltr\"><div>Dear William,</div><div><br></div><div>Thank you for your follow-up.</div><div><br></div><div>I can confirm that I have received the firmware upgrade kit and successfully completed the update process for my BM04 device. Since the update, I have noticed an improved battery life for the monitor.</div><div><br></div><div>However, I would like to report a minor bug regarding the zoom function:</div><div>If the monitor is zoomed in (e.g., 2x) and the screen turns off, it automatically resets to 1x zoom when reactivated. If I then press the zoom button again, it skips the next level and jumps directly to 4x zoom. It would be great if this could be addressed in a future update.</div><div><br></div><div>Best regards,</div><div><br></div><div>Jan Hanckel</div><br></div><br><div><div dir=\"ltr\">Am Di., 12. Mai 2026 um 10:02 Uhr schrieb support momcozy <<a href=\"mailto:support@momcozy.com\" rel=\"noreferrer\">support@momcozy.com</a>>:<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;\"><div dir=\"ltr\">Dear Customer,<br><br>We hope this message finds you well.<br><br>We are writing to kindly follow up regarding the firmware upgrade kit you previously received for your BM04 device.<br><br>As part of a mandatory requirement issued by the German regulatory authorities, the firmware update is essential to ensure that your device continues to operate safely, stably, and in compliance with local regulations. We sincerely appreciate your cooperation in completing this important step.<br><br>To help us better support you, could you please confirm the following:<br><br><ul dir=\"auto\"><li>Whether you have received the firmware upgrade kit we previously sent</li><li>Whether you have already completed the firmware update process</li><li>If the update has been completed, whether it was successful</li><li>After the update, how your device is performing (e.g. stability, connectivity, audio/video performance, etc.)</li></ul><br>If you have not yet completed the update:<br><br>We kindly ask you to perform the firmware upgrade at your earliest convenience. To make the process as simple as possible, we have attached the step-by-step firmware update guide below. Please follow the instructions carefully to ensure a smooth update process.<div style=\"width: 386px; height: 20px; max-height: 20px; background-color: rgb(245,245,245); margin: 6px 0px; padding: 10px; border: 1px solid rgb(221,221,221); font: 400 14px/20px "Google Sans", sans-serif;\"><a href=\"https://drive.google.com/file/d/1WxtuLIKaUZucAedPKVvqQl0fzGocbssb/view?usp=drive_web\" style=\"color: rgb(32,33,36); display: inline-block; max-width: 356px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; text-decoration: none; border: medium none currentcolor;\" rel=\"noreferrer\"><img style=\"vertical-align: text-bottom; padding-right: 10px; height: 20px; border-style: none;\" alt=\"\" src=\"https://ssl.gstatic.com/docs/doclist/images/icon_10_generic_list.png\"> <span dir=\"ltr\" style=\"vertical-align: bottom;\">momcozy BM03&BM04 Update instruction.pdf</span></a></div><br><br>If you experience any difficulties during the update, or if anything is unclear, please do not hesitate to contact us. Our support team is ready to assist you and ensure the update is completed successfully.<br><br>We truly appreciate your time and cooperation in helping us complete this important process.<br><br>Thank you very much for your understanding and support.<br><br>Kind regards,<br>William<div>Momcozy Customer Support Team</div></div>\n</blockquote></div></div>",
"plain_body": "Dear William, \n Thank you for your follow-up. \n I can confirm that I have received the firmware upgrade kit and successfully completed the update process for my BM04 device. Since the update, I have noticed an improved battery life for the monitor. \n However, I would like to report a minor bug regarding the zoom function: If the monitor is zoomed in (e.g., 2x) and the screen turns off, it automatically resets to 1x zoom when reactivated. If I then press the zoom button again, it skips the next level and jumps directly to 4x zoom. It would be great if this could be addressed in a future update. \n Best regards, \n Jan Hanckel \n \n Am Di., 12. Mai 2026 um 10:02 Uhr schrieb support momcozy <support@momcozy.com>:\n Dear Customer,\n\nWe hope this message finds you well.\n\nWe are writing to kindly follow up regarding the firmware upgrade kit you previously received for your BM04 device.\n\nAs part of a mandatory requirement issued by the German regulatory authorities, the firmware update is essential to ensure that your device continues to operate safely, stably, and in compliance with local regulations. We sincerely appreciate your cooperation in completing this important step.\n\nTo help us better support you, could you please confirm the following:\n\n Whether you have received the firmware upgrade kit we previously sent Whether you have already completed the firmware update process If the update has been completed, whether it was successful After the update, how your device is performing (e.g. stability, connectivity, audio/video performance, etc.) \nIf you have not yet completed the update:\n\nWe kindly ask you to perform the firmware upgrade at your earliest convenience. To make the process as simple as possible, we have attached the step-by-step firmware update guide below. Please follow the instructions carefully to ensure a smooth update process. momcozy BM03&BM04 Update instruction.pdf \n\nIf you experience any difficulties during the update, or if anything is unclear, please do not hesitate to contact us. Our support team is ready to assist you and ensure the update is completed successfully.\n\nWe truly appreciate your time and cooperation in helping us complete this important process.\n\nThank you very much for your understanding and support.\n\nKind regards,\nWilliam Momcozy Customer Support Team",
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