提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1250882",
"subject": "Re: Important Reminder: Firmware Update Confirmation Required for BM04 Devices",
"description": "Dear Momcozy Support Team,\n\nYes, I received the USB firmware update.\n\nBecause we have two kids, I own two Momcozy BM04 baby monitors. I first tried the firmware update on one of the devices exactly as instructed. However, after the update finished, the screen went completely black, with only the Momcozy logo glowing. The device became unusable.\n\nI contacted your customer support at that time, and I received a refund for that monitor.\n\nNow I would like to ask for your advice before updating the second BM04 monitor. Should I still try to upgrade the firmware? And if the same issue happens again and the device becomes unusable, would I also receive a refund or replacement?\n\nI look forward to your guidance.\n\nKind regards,\n\nAlaa Abbas\n\nOn Tue 12. May 2026 at 10:02, support momcozy wrote:\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": "solved",
"priority": "normal",
"product_model": "",
"created_at": "2026-05-12T08:57:36Z",
"updated_at": "2026-05-13T16:42:16Z"
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"category_zh": "婴儿监护器固件升级工具咨询"
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"created_at": "2026-05-13T16:42:16Z",
"author_id": "33112157430809",
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"text": "Dear Alaa,\n \nThank you for reaching out and for sharing your previous experience with the firmware update. We understand your concern, especially after encountering an issue with your first BM04 device, and we truly appreciate you taking the time to check with us before proceeding with the second unit.\n \nPlease ensure that you carefully follow the provided instructions step by step when performing the firmware upgrade, as any interruption or deviation during the process may affect the device and potentially cause it to become unusable if the update fails. You could record a video of the entire upgrade process. This will allow our team to verify whether the correct procedure was followed and better assist you in identifying the issue. If the firmware upgrade still fails after correctly following all steps, the video will help us provide an appropriate resolution for your case. Additionally, please do not forget to include the order number of your BM04 unit in your communication, as this will be required should you need assistance with a warranty claim.\n \nWe appreciate your patience and understanding, and we are here to support you throughout the process.\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."
},
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"conversation_id": "57844405884441",
"type": "Comment",
"created_at": "2026-05-12T09:23:13Z",
"author_id": "33115828554905",
"author_name": "AI Agent-Kate",
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"text": "Dear Alaa Abbas, \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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"conversation_id": "57843490867225",
"type": "Comment",
"created_at": "2026-05-12T08:57:36Z",
"author_id": "46214647649433",
"author_name": "Alaa Abbas",
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"text": "Dear Momcozy Support Team, \n Yes, I received the USB firmware update. \n Because we have two kids, I own two Momcozy BM04 baby monitors. I first tried the firmware update on one of the devices exactly as instructed. However, after the update finished, the screen went completely black, with only the Momcozy logo glowing. The device became unusable. \n I contacted your customer support at that time, and I received a refund for that monitor. \n Now I would like to ask for your advice before updating the second BM04 monitor. Should I still try to upgrade the firmware? And if the same issue happens again and the device becomes unusable, would I also receive a refund or replacement? \n I look forward to your guidance. \n Kind regards,\n Alaa Abbas \n\n \n On Tue 12. May 2026 at 10:02, support momcozy wrote:\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 Alaa,\n\nThank you for reaching out and for sharing your previous experience with the firmware update. We understand your concern, especially after encountering an issue with your first BM04 device, and we truly appreciate you taking the time to check with us before proceeding with the second unit.\n\nPlease ensure that you carefully follow the provided instructions step by step when performing the firmware upgrade, as any interruption or deviation during the process may affect the device and potentially cause it to become unusable if the update fails. You could record a video of the entire upgrade process. This will allow our team to verify whether the correct procedure was followed and better assist you in identifying the issue. If the firmware upgrade still fails after correctly following all steps, the video will help us provide an appropriate resolution for your case. Additionally, please do not forget to include the order number of your BM04 unit in your communication, as this will be required should you need assistance with a warranty claim.\n\nWe appreciate your patience and understanding, and we are here to support you throughout the process.\n\nBest regards,\nMomcozy 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._",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Dear Alaa,<br> <br>Thank you for reaching out and for sharing your previous experience with the firmware update. We understand your concern, especially after encountering an issue with your first BM04 device, and we truly appreciate you taking the time to check with us before proceeding with the second unit.<br> <br>Please ensure that you carefully follow the provided instructions step by step when performing the firmware upgrade, as any interruption or deviation during the process may affect the device and potentially cause it to become unusable if the update fails. You could record a video of the entire upgrade process. This will allow our team to verify whether the correct procedure was followed and better assist you in identifying the issue. If the firmware upgrade still fails after correctly following all steps, the video will help us provide an appropriate resolution for your case. Additionally, please do not forget to include the order number of your BM04 unit in your communication, as this will be required should you need assistance with a warranty claim.<br> <br>We appreciate your patience and understanding, and we are here to support you throughout the process.<br> <br>Best regards,<br>Momcozy Customer Support Team<br><hr><span style=\"color: rgb(1,135,71);\"><i>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.</i></span><br></div>",
"plain_body": "Dear Alaa,\n \nThank you for reaching out and for sharing your previous experience with the firmware update. We understand your concern, especially after encountering an issue with your first BM04 device, and we truly appreciate you taking the time to check with us before proceeding with the second unit.\n \nPlease ensure that you carefully follow the provided instructions step by step when performing the firmware upgrade, as any interruption or deviation during the process may affect the device and potentially cause it to become unusable if the update fails. You could record a video of the entire upgrade process. This will allow our team to verify whether the correct procedure was followed and better assist you in identifying the issue. If the firmware upgrade still fails after correctly following all steps, the video will help us provide an appropriate resolution for your case. Additionally, please do not forget to include the order number of your BM04 unit in your communication, as this will be required should you need assistance with a warranty claim.\n \nWe appreciate your patience and understanding, and we are here to support you throughout the process.\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.",
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"body": "Dear Alaa Abbas,\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 Alaa Abbas,</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 Alaa Abbas, \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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"type": "Comment",
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"body": "Dear Momcozy Support Team,\n\nYes, I received the USB firmware update.\n\nBecause we have two kids, I own two Momcozy BM04 baby monitors. I first tried the firmware update on one of the devices exactly as instructed. However, after the update finished, the screen went completely black, with only the Momcozy logo glowing. The device became unusable.\n\nI contacted your customer support at that time, and I received a refund for that monitor.\n\nNow I would like to ask for your advice before updating the second BM04 monitor. Should I still try to upgrade the firmware? And if the same issue happens again and the device becomes unusable, would I also receive a refund or replacement?\n\nI look forward to your guidance.\n\nKind regards,\n\nAlaa Abbas\n\n\n\nOn Tue 12. May 2026 at 10:02, support momcozy <support@momcozy.com> wrote:\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><div style=\"font-size: inherit;\"><div style=\"font-size: inherit;\">\n\n<p dir=\"auto\">Dear Momcozy Support Team,</p>\n<p dir=\"auto\">Yes, I received the USB firmware update.</p>\n<p dir=\"auto\">Because we have two kids, I own two Momcozy BM04 baby monitors. I first tried the firmware update on one of the devices exactly as instructed. However, after the update finished, the screen went completely black, with only the Momcozy logo glowing. The device became unusable.</p>\n<p dir=\"auto\">I contacted your customer support at that time, and I received a refund for that monitor.</p>\n<p dir=\"auto\">Now I would like to ask for your advice before updating the second BM04 monitor. Should I still try to upgrade the firmware? And if the same issue happens again and the device becomes unusable, would I also receive a refund or replacement?</p>\n<p dir=\"auto\">I look forward to your guidance.</p>\n<p dir=\"auto\">Kind regards,<br></p><p dir=\"auto\">Alaa Abbas</p>\n\n</div></div><br><div><div dir=\"ltr\">On Tue 12. May 2026 at 10:02, support momcozy <<a href=\"mailto:support@momcozy.com\" rel=\"noreferrer\">support@momcozy.com</a>> wrote:<br></div><blockquote style=\"border-left-width: 1px; border-left-color: #ccc; border-left-style: solid; padding-left: 1ex; margin: 0 0 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></div>",
"plain_body": "Dear Momcozy Support Team, \n Yes, I received the USB firmware update. \n Because we have two kids, I own two Momcozy BM04 baby monitors. I first tried the firmware update on one of the devices exactly as instructed. However, after the update finished, the screen went completely black, with only the Momcozy logo glowing. The device became unusable. \n I contacted your customer support at that time, and I received a refund for that monitor. \n Now I would like to ask for your advice before updating the second BM04 monitor. Should I still try to upgrade the firmware? And if the same issue happens again and the device becomes unusable, would I also receive a refund or replacement? \n I look forward to your guidance. \n Kind regards,\n Alaa Abbas \n\n \n On Tue 12. May 2026 at 10:02, support momcozy <support@momcozy.com> wrote:\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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