订单 JJ1608161 故障

{
  "ticket": {
    "ticket_id": "1251269",
    "subject": "Order JJ1608161 malfunction",
    "description": "Hi,\n\nI purchased your Momcozy Mobile Flow M9 breast pump, order no JJ1608161.\nInside, I have two pumps with given SN numbers & MAC numbers:\n\nSN: M9BP289NRD025122710030A61CFN21282\n1 MAC: D0:25:12:27:0E:DF\n2 MAC: D0:25:12:27:10:03\n\nThe second one has motor malfunction - the sucking is not working.\nThe both pumps are fully charged, never used, latest version (46) and all parts are assembled well.\n\nWhen I connect parts that are working in one pump to another, they are not working, and even when I just start both pumps that are not assembled, motors work differently (for the first pump you can hear sucking of the motor, for the second pump not).\n\nI did all the troubleshooting that I found on the internet and nothing helped.\n\nI ordered this when I was in Germany, but now I'm in Serbia, so I'm not sure about return/debugging steps.\n\nCan you help me with this problem?\nThanks in advance, \nTijana",
    "status": "open",
    "priority": "normal",
    "product_model": "milk pump::Momcozy::M9",
    "created_at": "2026-05-12T11:51:35Z",
    "updated_at": "2026-05-13T13:07:32Z"
  },
  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "no suction",
    "agents_notes": "no suction",
    "category_field_id": "34154549939865",
    "category_name": "CPI::No suction issue",
    "category_value": "cpi__no_suction_issue",
    "category_zh": "无吸力问题"
  },
  "channel_summary": {
    "local_channel": "Agent",
    "conversation_channels": {
      "email": 3,
      "web": 1,
      "api": 1
    }
  },
  "messages": [
    {
      "conversation_id": "57886054742169",
      "type": "Comment",
      "created_at": "2026-05-13T13:07:32Z",
      "author_id": "57848829631001",
      "author_name": "Tijana Apostolovic",
      "author_role": "end-user",
      "sender_type": "customer",
      "channel": "email",
      "public": true,
      "recording_type": "",
      "text": "Hi, \n Yes, that sounds okay. If you need any additional info from me please write. \n Thanks in advance Tijana"
    },
    {
      "conversation_id": "57880175645721",
      "type": "Comment",
      "created_at": "2026-05-13T09:33:05Z",
      "author_id": "43365731835033",
      "author_name": "BL-A2-Pump-Chelcy",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "web",
      "public": true,
      "recording_type": "",
      "text": "Hello, \n \nThank you for your detailed response and for providing the video and shipping information.\n \nAt the moment, we do not offer shipping or direct support services in Serbia. Given the situation, the best solution we can offer is a full refund to your original payment method.\n \nCould you please let us know if this option works for you?\n \nThank you for your understanding.\n \nBest regards,\nMomcozy Customer Support Team"
    },
    {
      "conversation_id": "57852436275993",
      "type": "Comment",
      "created_at": "2026-05-12T14:41:41Z",
      "author_id": "57848829631001",
      "author_name": "Tijana Apostolovic",
      "author_role": "end-user",
      "sender_type": "customer",
      "channel": "email",
      "public": true,
      "recording_type": "",
      "text": "Hi Kate, \n Thanks for writing back in such short notice. I already did the first test, when I place the finger on the suction of the motor that is disconnected from the milk collector, it is not sucking the same as the other working motor (video is attached so you can hear the sound of the motors). I also did the test to switch the milk cups between the motors, both collection cups are working on one motor, but not on the other - that is why I think it is a motor malfunction. \n Regarding accessory check tests, I did them, but everything is the same, and as I mentioned I didn't even use pumps so there is no accessory age problem. \n I will send you a video of working and non working motor, that are at the same suction level, so you can compare the sound. 20260512_161850.mp4 \n Shipping info: Tijana Apostolovic Kraljice Natalije 6 Belgrade, 11000, Serbia +381 649954588\n \n I have original packaging, and QR code also. I sent it previous email SN number, that is same on both pumps, but they have different MAC numbers: SN: M9BP289NRD025122710030A61CFN21282\n1 MAC: D0:25:12:27:0E:DF - working\n2 MAC: D0:25:12:27:10:03 - non working I'm providing QR codes that are on the pumps & QR code on the original box. Thanks in advance,\nTijana"
    },
    {
      "conversation_id": "57849067231769",
      "type": "Comment",
      "created_at": "2026-05-12T12:00:53Z",
      "author_id": "33115828554905",
      "author_name": "AI Agent-Kate",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "api",
      "public": true,
      "recording_type": "",
      "text": "Dear Tijana Apostolovic, \n Thank you for your message. We hope you're doing well! \n Thank you for sharing the details of the issue with your Momcozy Mobile Flow M9 breast pump. I understand how frustrating it can be to encounter such problems, especially during this important time. Let’s work together to resolve this. \n Based on the information provided, here are some steps to help identify and potentially resolve the issue: \n \n \n Motor Function Test: \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 suction strength. \n If you have two pumps, try switching the motors between the collection cups. This will help determine if the issue lies with the motor or the accessories. \n \n \n \n Accessory Check: \n \n Inspect the Seal: Ensure the silicone diaphragm and valve are properly installed and undamaged. Reinstalling the flange and accessories can sometimes restore normal suction. You can refer to the instructional video for guidance: User Manuals. \n Accessory Age: Silicone parts can wear out over time. For optimal performance, replace them every 1-3 months. Ensure compatibility by purchasing from the official store. \n Fit Check: Measure your nipple size when erect to ensure you’re using the most comfortable and effective flange size. \n Proper Wear: Use a supportive, full-coverage nursing bra to maintain a secure seal. Ensure the flange sits flush against your breast during use. \n \n \n \n If these steps do not resolve the issue, please provide the following details for further assistance: \n \n Photos of the pump motors showing the manufacturer details. \n Your shipping details in the following format:\n \n Full Name \n Street Address \n City, State, Country, Zip Code \n Contact Number \n \n \n \n Additionally, since you mentioned being in Serbia, please confirm if you have access to the original packaging or the QR code on the motor to retrieve the product's serial number (SN). This will help us verify the product batch and arrange appropriate support. \n We are committed to ensuring you have the best experience with our product and will do our utmost to assist you. Thank you for your patience and understanding. \n Best regards,\n\nMomcozy Customer Support Team"
    },
    {
      "conversation_id": "57848829674393",
      "type": "Comment",
      "created_at": "2026-05-12T11:51:35Z",
      "author_id": "57848829631001",
      "author_name": "Tijana Apostolovic",
      "author_role": "end-user",
      "sender_type": "customer",
      "channel": "email",
      "public": true,
      "recording_type": "",
      "text": "Hi, \n I purchased your Momcozy Mobile Flow M9 breast pump, order no JJ1608161. Inside, I have two pumps with given SN numbers & MAC numbers: \n SN: M9BP289NRD025122710030A61CFN21282 1 MAC: D0:25:12:27:0E:DF 2 MAC: D0:25:12:27:10:03 \n The second one has motor malfunction - the sucking is not working. The both pumps are fully charged, never used, latest version (46) and all parts are assembled well. \n When I connect parts that are working in one pump to another, they are not working, and even when I just start both pumps that are not assembled, motors work differently (for the first pump you can hear sucking of the motor, for the second pump not). \n I did all the troubleshooting that I found on the internet and nothing helped. \n I ordered this when I was in Germany, but now I'm in Serbia, so I'm not sure about return/debugging steps. \n Can you help me with this problem? Thanks in advance, Tijana"
    }
  ]
}

{
  "translated_subject": "订单 JJ1608161 故障",
  "translated_description": "你好，\n\n我购买了你们的 Momcozy Mobile Flow M9 吸乳器，订单号 JJ1608161。\n在里面，我有两个泵，对应的序列号（SN）和 MAC 地址如下：\n\nSN: M9BP289NRD025122710030A61CFN21282\n1 MAC: D0:25:12:27:0E:DF\n2 MAC: D0:25:12:27:10:03\n\n第二个泵电机故障 - 没有吸力。\n两个泵都已充满电，从未试用，版本为最新（46），所有部件均组装良好。\n\n当我将一个泵中正常工作的部件连接到另一个泵时，它们不起作用，甚至当我启动两个未组装的泵时，电机的运转方式也不同（对于第一个泵，你可以听到电机的吸气声，而第二个泵则没有）。\n\n我尝试了在网上找到的所有排查步骤，但都没有帮助。\n\n我是在德国时订购的，但现在我在塞尔维亚，所以我不确定退货/调试步骤。\n\n你能帮我解决这个问题吗？\n提前感谢，\nTijana",
  "translated_agents_notes": "无吸力",
  "translated_category_label": "CPI::无吸力问题",
  "translated_messages": [
    {
      "conversation_id": "57886054742169",
      "created_at": "2026-05-13T13:07:32Z",
      "sender_type": "customer",
      "author_name": "Tijana Apostolovic",
      "channel": "email",
      "translated_text": "你好， \n是的，听起来可以。如果你需要我的任何额外信息，请写信。 \n提前感谢，Tijana"
    },
    {
      "conversation_id": "57880175645721",
      "created_at": "2026-05-13T09:33:05Z",
      "sender_type": "agent",
      "author_name": "BL-A2-Pump-Chelcy",
      "channel": "web",
      "translated_text": "你好， \n \n感谢您的详细回复以及提供的视频和运输信息。\n \n目前，我们在塞尔维亚不提供运输或直接支持服务。鉴于目前的情况，我们能提供的最佳解决方案是按原支付方式全额退款。\n \n请告知我们此方案是否适合您？\n \n感谢您的理解。\n \n顺颂商祺，\nMomcozy 客服团队"
    },
    {
      "conversation_id": "57852436275993",
      "created_at": "2026-05-12T14:41:41Z",
      "sender_type": "customer",
      "author_name": "Tijana Apostolovic",
      "channel": "email",
      "translated_text": "你好 Kate， \n感谢你在这么短的时间内回信。我已经做了第一个测试，当我把手指放在与集乳器断开连接的电机吸口上时，它的吸力与另一个正常工作的电机不同（附上视频，以便你对比电机的声音）。我还测试了在电机之间更换奶杯，两个集乳罩在一个电机上都能正常工作，但在另一个上不行 - 这就是为什么我认为是电机故障。 \n关于配件检查测试，我做了，但情况完全一样，正如我提到的，我甚至还没有使用过泵，所以不存在配件老化问题。 \n我会发给你一段正常工作和故障电机的视频，它们处于相同的吸力水平，以便你对比声音。 20260512_161850.mp4 \n送货信息：Tijana Apostolovic Kraljice Natalije 6 Belgrade, 11000, Serbia +381 649954588\n \n我有原包装和二维码。我在之前的邮件中发送了 SN 码，两个泵的 SN 码是一样的，但它们有不同的 MAC 地址：SN: M9BP289NRD025122710030A61CFN21282\n1 MAC: D0:25:12:27:0E:DF - 正常工作\n2 MAC: D0:25:12:27:10:03 - 故障 我正在提供泵上的二维码以及原包装盒上的二维码。提前感谢，\nTijana"
    },
    {
      "conversation_id": "57849067231769",
      "created_at": "2026-05-12T12:00:53Z",
      "sender_type": "agent",
      "author_name": "AI Agent-Kate",
      "channel": "api",
      "translated_text": "亲爱的 Tijana Apostolovic， \n感谢您的来信。希望您一切都好！ \n感谢您分享有关 Momcozy Mobile Flow M9 吸乳器问题的详细信息。我理解遇到此类问题会让人感到沮丧，尤其是在这个重要时期。让我们共同解决这个问题。 \n根据提供的信息，以下是帮助识别并可能解决问题的步骤： \n \n电机功能测试： \n \n从集乳杯上拆下电机。 \n将大拇指放在电机的吸气口上，分别测试第 1 档和第 9 档的吸力。您应该能感受到吸力强度的明显差异。 \n如果您有两个泵，请尝试在集乳杯之间更换电机。这将有助于确定问题出在电机还是配件上。 \n \n配件检查： \n \n检查密封性：确保硅胶隔膜和阀门安装正确且无损坏。重新安装法兰（喇叭罩）和配件有时可以恢复正常吸力。您可以参考操作视频进行指导：用户手册。 \n配件使用寿命：硅胶部件会随时间磨损。为了获得最佳性能，请每 1-3 个月更换一次。请务必从官方商店购买以确保兼容性。 \n尺寸检查：在乳头勃起时测量其尺寸，以确保您使用的是最舒适且有效的法兰尺寸。 \n佩戴方式：使用支撑性好、全覆盖的哺乳内衣以保持牢固的密封。使用时确保法兰紧贴乳房。 \n \n如果这些步骤未能解决问题，请提供以下详细信息以获得进一步协助： \n \n显示制造商详情的泵电机照片。 \n请按以下格式提供您的收货详情：\n \n全名 \n街道地址 \n城市，州/省，国家，邮编 \n联系电话 \n \n此外，既然您提到身在塞尔维亚，请确认您是否保留有原包装或电机上的二维码，以便获取产品的序列号 (SN)。这将帮助我们核实产品批次并安排适当的支持。 \n我们致力于确保您在我们的产品中获得最佳体验，并将竭尽全力为您提供帮助。感谢您的耐心与理解。 \n顺颂商祺，\n\nMomcozy 客服团队"
    },
    {
      "conversation_id": "57848829674393",
      "created_at": "2026-05-12T11:51:35Z",
      "sender_type": "customer",
      "author_name": "Tijana Apostolovic",
      "channel": "email",
      "translated_text": "你好， \n我购买了你们的 Momcozy Mobile Flow M9 吸乳器，订单号 JJ1608161。里面有两个泵，对应的序列号（SN）和 MAC 地址如下： \nSN: M9BP289NRD025122710030A61CFN21282 1 MAC: D0:25:12:27:0E:DF 2 MAC: D0:25:12:27:10:03 \n第二个泵电机故障 - 没有吸力。两个泵都已充满电，从未试用，版本为最新（46），所有部件均组装良好。 \n当我将一个泵中正常工作的部件连接到另一个泵时，它们不起作用，甚至当我启动两个未组装的泵时，电机的运转方式也不同（对于第一个泵，你可以听到电机的吸气声，而第二个泵则没有）。 \n我尝试了在网上找到的所有排查步骤，但都没有帮助。 \n我是在德国时订购的，但现在我在塞尔维亚，所以我不确定退货/调试步骤。 \n你能帮我解决这个问题吗？提前感谢，Tijana"
    }
  ],
  "chinese_reading_text": "标题：订单 JJ1608161 故障\n既有分类：CPI::无吸力问题\n产品/渠道：milk pump::Momcozy::M9 / Agent\n客服备注：无吸力\n描述：你好，我购买了你们的 Momcozy Mobile Flow M9 吸乳器，订单号 JJ1608161。内部包含两个泵（SN: M9BP289NRD025122710030A61CFN21282），其中一个 MAC 为 D0:25:12:27:10:03 的电机故障无吸力。用户已尝试交叉换件测试确认是电机问题。由于用户目前在塞尔维亚（从德国购买），询问解决办法。\n\n会话记录：\n[2026-05-12 11:51:35] [客户] Tijana Apostolovic: 发起投诉，详细描述了 M9 吸乳器一个电机无吸力的情况，提供了 SN/MAC 码，并说明目前身在塞尔维亚。\n[2026-05-12 12:00:53] [客服] AI Agent-Kate: 提供标准排查步骤（电机测试、配件检查）并要求提供电机照片及收货地址格式。\n[2026-05-12 14:41:41] [客户] Tijana Apostolovic: 回复已做过测试，确认是电机问题，附带了视频（20260512_161850.mp4）和塞尔维亚的详细收货地址及联系电话（+381 649954588）。\n[2026-05-13 09:33:05] [客服] BL-A2-Pump-Chelcy: 告知目前不支持塞尔维亚的重发或支持，提议全额退款至原支付方式。\n[2026-05-13 13:07:32] [客户] Tijana Apostolovic: 接受退款方案，并表示可按需提供额外信息。",
  "translation_notes": [
    "原文中的 SN 号在两个泵上似乎是共享的前缀或完全一致，用户通过 MAC 地址区分了故障机器。",
    "用户目前所在的塞尔维亚不在品牌的直接支持范围，客服已提议退款。"
  ]
}

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  "ticket_id": 1251269,
  "assignee_id": 43365731835033,
  "created": "2026-05-12T11:51:35Z",
  "subject": "Order JJ1608161 malfunction",
  "support_type": "Agent",
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  "33749938239513": "milk pump::Momcozy::M9",
  "34029476051481": "no suction",
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  "ticket": {
    "id": 1251269,
    "subject": "Order JJ1608161 malfunction",
    "description": "Hi,\n\nI purchased your Momcozy Mobile Flow M9 breast pump, order no JJ1608161.\nInside, I have two pumps with given SN numbers & MAC numbers:\n\nSN: M9BP289NRD025122710030A61CFN21282\n1 MAC: D0:25:12:27:0E:DF\n2 MAC: D0:25:12:27:10:03\n\nThe second one has motor malfunction - the sucking is not working.\nThe both pumps are fully charged, never used, latest version (46) and all parts are assembled well.\n\nWhen I connect parts that are working in one pump to another, they are not working, and even when I just start both pumps that are not assembled, motors work differently (for the first pump you can hear sucking of the motor, for the second pump not).\n\nI did all the troubleshooting that I found on the internet and nothing helped.\n\nI ordered this when I was in Germany, but now I'm in Serbia, so I'm not sure about return/debugging steps.\n\nCan you help me with this problem?\nThanks in advance, \nTijana",
    "is_group_public": true,
    "status": "open",
    "type": "incident",
    "priority": "normal",
    "url": "https://rootglobal.zendesk.com/api/v2/tickets/1251269.json",
    "custom_status_id": 32358758515353,
    "brand_id": 32404259465241,
    "last_comment": {
      "id": 57886054742169,
      "body": "Hi, \n  Yes, that sounds okay. If you need any additional info from me please write.  \n  Thanks in advance  Tijana",
      "created_at": "2026-05-13T13:07:32Z",
      "author_id": 57848829631001,
      "public": true
    }
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}

{
  "conversations": [
    {
      "id": 57886054742169,
      "type": "Comment",
      "author_id": 57848829631001,
      "body": "Hi,\n\n\nYes, that sounds okay. If you need any additional info from me please write.\n\n\n\nThanks in advance\n\nTijana",
      "html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"auto\">Hi,<div dir=\"auto\"><br></div><div dir=\"auto\">Yes, that sounds okay. If you need any additional info from me please write.</div><div dir=\"auto\"><br></div><div dir=\"auto\">Thanks in advance</div><div dir=\"auto\">Tijana</div></div><br><div></div></div>",
      "plain_body": "Hi, \n  Yes, that sounds okay. If you need any additional info from me please write.  \n  Thanks in advance  Tijana",
      "public": true,
      "attachments": [],
      "audit_id": 57886054742041,
      "locale": "en",
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      "via": {
        "channel": "email",
        "source": {
          "from": {
            "address": "apostolovicka@gmail.com",
            "name": "Tijana Apostolovic",
            "original_recipients": [
              "apostolovicka@gmail.com",
              "support@momcozy.com"
            ]
          },
          "to": {
            "name": "Momcozy support",
            "address": "support@momcozy.com"
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          "rel": null
        }
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      "created_at": "2026-05-13T13:07:32Z",
      "metadata": {
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      "body": "Hello,\n\nThank you for your detailed response and for providing the video and shipping information.\n\nAt the moment, we do not offer shipping or direct support services in Serbia. Given the situation, the best solution we can offer is a full refund to your original payment method.\n\nCould you please let us know if this option works for you?\n\nThank you for your understanding.\n\nBest regards,\nMomcozy Customer Support Team",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,&nbsp;<br>&nbsp;<br>Thank you for your detailed response and for providing the video and shipping information.<br>&nbsp;<br>At the moment, we do not offer shipping or direct support services in Serbia. Given the situation, the best solution we can offer is a full refund to your original payment method.<br>&nbsp;<br>Could you please let us know if this option works for you?<br>&nbsp;<br>Thank you for your understanding.<br>&nbsp;<br>Best regards,<br>Momcozy Customer Support Team<br></div>",
      "plain_body": "Hello,&nbsp;\n&nbsp;\nThank you for your detailed response and for providing the video and shipping information.\n&nbsp;\nAt the moment, we do not offer shipping or direct support services in Serbia. Given the situation, the best solution we can offer is a full refund to your original payment method.\n&nbsp;\nCould you please let us know if this option works for you?\n&nbsp;\nThank you for your understanding.\n&nbsp;\nBest regards,\nMomcozy Customer Support Team",
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      "id": 57852436275993,
      "type": "Comment",
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      "body": "Hi Kate,\n\n\nThanks for writing back in such short notice.\n\nI already did the first test, when I place the finger on the suction of the motor that is disconnected from the milk collector, it is not sucking the same as the other working motor (video is attached so you can hear the sound of the motors).\n\nI also did the test to switch the milk cups between the motors, both collection cups are working on one motor, but not on the other - that is why I think it is a motor malfunction.\n\n\n\nRegarding accessory check tests, I did them, but everything is the same, and as I mentioned I didn't even use pumps so there is no accessory age problem.\n\n\n\nI will send you a video of working and non working motor, that are at the same suction level, so you can compare the sound.\n\n ![](https://drive-thirdparty.googleusercontent.com/32/type/video/mp4) 20260512_161850.mp4\n\n\nShipping info:\n\nTijana Apostolovic\n\nKraljice Natalije 6\n\nBelgrade, 11000, Serbia\n\n+381 649954588\n\n\n\nI have original packaging, and QR code also. I sent it previous email SN number, that is same on both pumps, but they have different MAC numbers:\n\nSN: M9BP289NRD025122710030A61CFN21282\n1 MAC: D0:25:12:27:0E:DF - working\n2 MAC: D0:25:12:27:10:03 - non working\n\nI'm providing QR codes that are on the pumps & QR code on the original box.\n\nThanks in advance,\nTijana",
      "html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"ltr\">Hi Kate,<div><br></div><div>Thanks for writing&nbsp;back in such short&nbsp;notice.</div><div>I already did the first test, when I place the finger on the suction of the motor that is disconnected from the milk collector, it is not sucking the same as the other working motor (video is attached so you can hear the sound of the motors).</div><div>I also did the test to switch the milk cups between the motors, both collection cups are working on one motor, but not on the other - that is why I think it is a motor malfunction.</div><div><br></div><div>Regarding accessory check tests, I did them, but everything is the same, and as I mentioned I didn't even use pumps so there is no accessory age problem.</div><div><br></div><div>I will send you a video of working and non working motor, that are at the same suction level, so you can compare the sound.</div><div><div style=\"width: 386px; height: 20px; max-height: 20px; background-color: #f5f5f5; color: #222; margin: 6px 0; padding: 10px; border: 1px solid #ddd; font: 400 14px/20px 'Google Sans', sans-serif;\"><a href=\"https://drive.google.com/open?id=1e-8xuL5lgL6w4MJMDWh6Dq_2q4Tc7LaQ\" style=\"color: rgb(32,33,36); display: inline-block; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; text-decoration: none; width: 100%; border-style: none;\" rel=\"noreferrer\"><img style=\"vertical-align: text-bottom; padding-right: 10px; height: 20px; border-style: none;\" alt=\"\" src=\"https://drive-thirdparty.googleusercontent.com/32/type/video/mp4\">&nbsp;<span dir=\"ltr\" style=\"vertical-align: bottom;\">20260512_161850.mp4</span></a></div><br></div><div><u></u></div><div><u>Shipping info:</u></div><div>Tijana Apostolovic</div><div>Kraljice Natalije 6</div><div>Belgrade, 11000, Serbia</div><div>+381 649954588<br></div><div><br></div><div><p style=\" font-size: 14px; color: rgb(43,46,47); line-height: 22px; margin: 15px 0px;\" dir=\"auto\">I have original packaging, and QR code also. I sent it previous email SN number, that is same on both pumps, but they&nbsp;have different MAC numbers:</p><p style=\" font-size: 14px; color: rgb(43,46,47); line-height: 22px; margin: 15px 0px;\" dir=\"auto\"><span style=\" font-size: small; color: rgb(34,34,34);\">SN: M9BP289NRD025122710030A61CFN21</span><span style=\" font-size: small; color: rgb(34,34,34);\">282<br></span><span style=\" font-size: small; color: rgb(34,34,34);\">1 MAC:&nbsp;D0:25:12:27:0E:DF - working<br></span><span style=\" font-size: small; color: rgb(34,34,34);\">2 MAC:&nbsp;D0:25:12:27:10:03 - non working</span></p><p style=\" font-size: 14px; color: rgb(43,46,47); line-height: 22px; margin: 15px 0px;\" dir=\"auto\">I'm providing QR codes that are on the pumps &amp; QR code on the original box.</p><p style=\" font-size: 14px; color: rgb(43,46,47); line-height: 22px; margin: 15px 0px;\" dir=\"auto\">Thanks in advance,<br>Tijana</p></div></div><br><div></div></div>",
      "plain_body": "Hi Kate, \n  Thanks for writing&nbsp;back in such short&nbsp;notice.  I already did the first test, when I place the finger on the suction of the motor that is disconnected from the milk collector, it is not sucking the same as the other working motor (video is attached so you can hear the sound of the motors).  I also did the test to switch the milk cups between the motors, both collection cups are working on one motor, but not on the other - that is why I think it is a motor malfunction.  \n  Regarding accessory check tests, I did them, but everything is the same, and as I mentioned I didn't even use pumps so there is no accessory age problem.  \n  I will send you a video of working and non working motor, that are at the same suction level, so you can compare the sound.   &nbsp;20260512_161850.mp4 \n    Shipping info:  Tijana Apostolovic  Kraljice Natalije 6  Belgrade, 11000, Serbia  +381 649954588\n  \n   I have original packaging, and QR code also. I sent it previous email SN number, that is same on both pumps, but they&nbsp;have different MAC numbers:  SN: M9BP289NRD025122710030A61CFN21282\n1 MAC:&nbsp;D0:25:12:27:0E:DF - working\n2 MAC:&nbsp;D0:25:12:27:10:03 - non working  I'm providing QR codes that are on the pumps &amp; QR code on the original box.  Thanks in advance,\nTijana",
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      "body": "Dear Tijana Apostolovic,\n\nThank you for your message. We hope you're doing well!\n\nThank you for sharing the details of the issue with your Momcozy Mobile Flow M9 breast pump. I understand how frustrating it can be to encounter such problems, especially during this important time. Let’s work together to resolve this.\n\nBased on the information provided, here are some steps to help identify and potentially resolve the issue:\n1. **Motor Function Test**:\n\n2. **Accessory Check**:\n\nIf these steps do not resolve the issue, please provide the following details for further assistance:\n- Photos of the pump motors showing the manufacturer details.\n- Your shipping details in the following format:\n  - Full Name\n  - Street Address\n  - City, State, Country, Zip Code\n  - Contact Number\n\nAdditionally, since you mentioned being in Serbia, please confirm if you have access to the original packaging or the QR code on the motor to retrieve the product's serial number (SN). This will help us verify the product batch and arrange appropriate support.\n\nWe are committed to ensuring you have the best experience with our product and will do our utmost to assist you. Thank you for your patience and understanding.\n\nBest regards,\nMomcozy Customer Support Team",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Dear Tijana Apostolovic,</p>\n<p dir=\"auto\">Thank you for your message. We hope you're doing well!</p>\n<p dir=\"auto\">Thank you for sharing the details of the issue with your Momcozy Mobile Flow M9 breast pump. I understand how frustrating it can be to encounter such problems, especially during this important time. Let’s work together to resolve this.</p>\n<p dir=\"auto\">Based on the information provided, here are some steps to help identify and potentially resolve the issue:</p>\n<ol dir=\"auto\">\n<li>\n<p dir=\"auto\"><strong>Motor Function Test</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 suction strength.</li>\n<li>If you have two pumps, try switching the motors between the collection cups. This will help determine if the issue lies with the motor or the accessories.</li>\n</ul>\n</li>\n<li>\n<p dir=\"auto\"><strong>Accessory Check</strong>:</p>\n<ul dir=\"auto\">\n<li><strong>Inspect the Seal</strong>: Ensure the silicone diaphragm and valve are properly installed and undamaged. Reinstalling the flange and accessories can sometimes restore normal suction. You can refer to the instructional video for guidance: <a href=\"https://momcozy.com/pages/user-manuals?_pos=1&amp;_psq=user-manuals&amp;_ss=e&amp;_v=1.0\" rel=\"noreferrer\">User Manuals</a>.</li>\n<li><strong>Accessory Age</strong>: Silicone parts can wear out over time. For optimal performance, replace them every 1-3 months. Ensure compatibility by purchasing from the official store.</li>\n<li><strong>Fit Check</strong>: Measure your nipple size when erect to ensure you’re using the most comfortable and effective flange size.</li>\n<li><strong>Proper Wear</strong>: Use a supportive, full-coverage nursing bra to maintain a secure seal. 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 the following details for further assistance:</p>\n<ul dir=\"auto\">\n<li>Photos of the pump motors showing the manufacturer details.</li>\n<li>Your shipping details in the following format:\n<ul dir=\"auto\">\n<li>Full Name</li>\n<li>Street Address</li>\n<li>City, State, Country, Zip Code</li>\n<li>Contact Number</li>\n</ul>\n</li>\n</ul>\n<p dir=\"auto\">Additionally, since you mentioned being in Serbia, please confirm if you have access to the original packaging or the QR code on the motor to retrieve the product's serial number (SN). This will help us verify the product batch and arrange appropriate support.</p>\n<p dir=\"auto\">We are committed to ensuring you have the best experience with our product and will do our utmost to assist you. Thank you for your patience and understanding.</p>\n<p dir=\"auto\">Best regards,<br>\nMomcozy Customer Support Team</p></div>",
      "plain_body": "Dear Tijana Apostolovic, \n Thank you for your message. We hope you're doing well! \n Thank you for sharing the details of the issue with your Momcozy Mobile Flow M9 breast pump. I understand how frustrating it can be to encounter such problems, especially during this important time. Let’s work together to resolve this. \n Based on the information provided, here are some steps to help identify and potentially resolve the issue: \n \n \n Motor Function Test: \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 suction strength. \n If you have two pumps, try switching the motors between the collection cups. This will help determine if the issue lies with the motor or the accessories. \n \n \n \n Accessory Check: \n \n Inspect the Seal: Ensure the silicone diaphragm and valve are properly installed and undamaged. Reinstalling the flange and accessories can sometimes restore normal suction. You can refer to the instructional video for guidance: User Manuals. \n Accessory Age: Silicone parts can wear out over time. For optimal performance, replace them every 1-3 months. Ensure compatibility by purchasing from the official store. \n Fit Check: Measure your nipple size when erect to ensure you’re using the most comfortable and effective flange size. \n Proper Wear: Use a supportive, full-coverage nursing bra to maintain a secure seal. Ensure the flange sits flush against your breast during use. \n \n \n \n If these steps do not resolve the issue, please provide the following details for further assistance: \n \n Photos of the pump motors showing the manufacturer details. \n Your shipping details in the following format:\n \n Full Name \n Street Address \n City, State, Country, Zip Code \n Contact Number \n \n \n \n Additionally, since you mentioned being in Serbia, please confirm if you have access to the original packaging or the QR code on the motor to retrieve the product's serial number (SN). This will help us verify the product batch and arrange appropriate support. \n We are committed to ensuring you have the best experience with our product and will do our utmost to assist you. Thank you for your patience and understanding. \n Best regards,\n\nMomcozy Customer Support Team",
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      "type": "Comment",
      "author_id": 57848829631001,
      "body": "Hi,\n\n\nI purchased your Momcozy Mobile Flow M9 breast pump, order no **JJ1608161.**\n\nInside, I have two pumps with given SN numbers & MAC numbers:\n\n\n\nSN: M9BP289NRD025122710030A61CFN21282\n\n1 MAC: D0:25:12:27:0E:DF\n\n2 MAC: D0:25:12:27:10:03\n\n\n\nThe second one has motor malfunction - the sucking is not working.\n\nThe both pumps are fully charged, never used, latest version (46) and all parts are assembled well.\n\n\n\nWhen I connect parts that are working in one pump to another, they are not working, and even when I just start both pumps that are not assembled, motors work differently (for the first pump you can hear sucking of the motor, for the second pump not).\n\n\n\nI did all the troubleshooting that I found on the internet and nothing helped.\n\n\n\nI ordered this when I was in Germany, but now I'm in Serbia, so I'm not sure about return/debugging steps.\n\n\n\nCan you help me with this problem?\n\nThanks in advance,\n\nTijana",
      "html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"ltr\">Hi,<div><br></div><div>I purchased your Momcozy Mobile Flow M9 breast pump, order no&nbsp;<b>JJ1608161.</b></div><div>Inside, I have two pumps with given SN numbers &amp; MAC numbers:</div><div><br></div><div>SN: M9BP289NRD025122710030A61CFN21282</div><div>1 MAC:&nbsp;D0:25:12:27:0E:DF</div><div>2 MAC:&nbsp;D0:25:12:27:10:03</div><div><br></div><div>The second one has motor malfunction - the sucking is not working.</div><div>The both pumps are fully charged, never used, latest version (46) and all parts are assembled well.</div><div><br></div><div>When I connect parts that are working in one pump to another, they are not working, and even when I just start both pumps that are not assembled, motors work differently (for the first pump you can hear sucking of the motor, for the second pump not).</div><div><br></div><div>I did all the troubleshooting that I found on the internet and nothing helped.</div><div><br></div><div>I ordered this when I was in Germany, but now I'm in Serbia, so I'm not sure about return/debugging steps.</div><div><br></div><div>Can you help me with this problem?</div><div>Thanks in advance,&nbsp;</div><div>Tijana</div></div></div>",
      "plain_body": "Hi, \n  I purchased your Momcozy Mobile Flow M9 breast pump, order no&nbsp;JJ1608161.  Inside, I have two pumps with given SN numbers &amp; MAC numbers:  \n  SN: M9BP289NRD025122710030A61CFN21282  1 MAC:&nbsp;D0:25:12:27:0E:DF  2 MAC:&nbsp;D0:25:12:27:10:03  \n  The second one has motor malfunction - the sucking is not working.  The both pumps are fully charged, never used, latest version (46) and all parts are assembled well.  \n  When I connect parts that are working in one pump to another, they are not working, and even when I just start both pumps that are not assembled, motors work differently (for the first pump you can hear sucking of the motor, for the second pump not).  \n  I did all the troubleshooting that I found on the internet and nothing helped.  \n  I ordered this when I was in Germany, but now I'm in Serbia, so I'm not sure about return/debugging steps.  \n  Can you help me with this problem?  Thanks in advance,&nbsp;  Tijana",
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