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"body": "Hello,\n\nThank you for your response and for your patience as we work to resolve this issue.\n\nWe have arranged a replacement part.\n\nPlease allow 3-7 business days for the delivery. Note that we do not send an automatic tracking notification but rest assured it will arrive within the provided timeframe.\n\nJust in case you do not receive it after 7 business days, contact us back and we will provide further assistance.\nAgain, we are deeply sorry for any inconvenience this issue has caused you and appreciate your allowing us to correct it. We're so grateful for your support and consideration.\n\nTHANK YOU VERY MUCH AND YOU TAKE CARE!\n\nBest regards\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>Thank you for your response and for your patience as we work to resolve this issue.<br> <br>We have arranged a replacement part.<br> <br>Please allow 3-7 business days for the delivery. Note that we do not send an automatic tracking notification but rest assured it will arrive within the provided timeframe.<br> <br>Just in case you do not receive it after 7 business days, contact us back and we will provide further assistance.<br>Again, we are deeply sorry for any inconvenience this issue has caused you and appreciate your allowing us to correct it. We're so grateful for your support and consideration.<br> <br>THANK YOU VERY MUCH AND YOU TAKE CARE!<br> <br>Best regards<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hello,\n \nThank you for your response and for your patience as we work to resolve this issue.\n \nWe have arranged a replacement part.\n \nPlease allow 3-7 business days for the delivery. Note that we do not send an automatic tracking notification but rest assured it will arrive within the provided timeframe.\n \nJust in case you do not receive it after 7 business days, contact us back and we will provide further assistance.\nAgain, we are deeply sorry for any inconvenience this issue has caused you and appreciate your allowing us to correct it. We're so grateful for your support and consideration.\n \nTHANK YOU VERY MUCH AND YOU TAKE CARE!\n \nBest regards\nMomcozy Customer Support Team",
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"body": "> How long you've been using the accessories since receiving them\n\n Since April 30th, I’ve been using the pumps 1-4 times daily. Whenever I’m not using my spectra wall pump.\n\n>\n> • Your cleaning routine (frequency, method, and products used)\n> I do a full clean of the pumps after every 2 uses, so at least twice a day. When I’m not cleaning fully, I use the Momcozy pump wipes and the refrigerator method (placing wiped off parts in the fridge in a bag to decrease any bacteria buildup).\n\n\n\n> • Your sterilization habits (frequency, method, and equipment)\n> I sterilized once before my first use, with the babybreeza sterilizer. I try to refrain from over use of sterilization after a previous breast pump I had, over sterilizing the pump caused it to leak over time.\n\n\n\n> • How you typically store the parts when not in use\n> When not in use, and not actively in fridge, they are placed in their storage container travel bag.\n>\n> We would like to send a replacement to you. Please provide the following information:\n> **Name: Holly Richardson**\n> **Country: USA**\n> **State/Province: TENNESSEE **\n> **City: STANTON**\n> **Zip/ Postal code: 38069**\n> **Street Address: 8728 TN 76 S**\n> **Contact number: 502-991-1574**\n> **Quantity of broken part/s: one broken piece/part**\n\n\n\n\n\n\n\n> On May 13, 2026, at 12:45 PM, RT-B2B-Reigns (Momcozy support) <support@momcozy.com> wrote:\n\n> How long you've been using the accessories since receiving them\n>\n> • Your cleaning routine (frequency, method, and products used)\n>\n> • Your sterilization habits (frequency, method, and equipment)\n>\n> • How you typically store the parts when not in use\n>\n>\n> We would like to send a replacement to you. Please provide the following information:\n> **Name:**\n> **Country:**\n> **State/Province:**\n> **City:**\n> **Zip/ Postal code:**\n> **Street Address:**\n> **Contact number:**\n> **Quantity of broken part/s:**",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"ltr\"><blockquote><span style=\" color: rgb(68, 68, 68); font-size: 14px; background-color: rgb(255, 255, 255);\">How long you've been using the accessories since receiving them</span><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"></blockquote> Since April 30th, I’ve been using the pumps 1-4 times daily. Whenever I’m not using my spectra wall pump.<br><blockquote><span style=\" color: rgb(68, 68, 68); font-size: 14px; background-color: rgb(255, 255, 255);\"> </span><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"><span style=\" color: rgb(68, 68, 68); font-size: 14px; background-color: rgb(255, 255, 255);\">• Your cleaning routine (frequency, method, and products used)</span><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"><span style=\" color: rgb(68, 68, 68); font-size: 14px; background-color: rgb(255, 255, 255);\"> I do a full clean of the pumps after every 2 uses, so at least twice a day. When I’m not cleaning fully, I use the Momcozy pump wipes and the refrigerator method (placing wiped off parts in the fridge in a bag to decrease any bacteria buildup).</span><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"></blockquote><br><blockquote><span style=\" color: rgb(68, 68, 68); font-size: 14px; background-color: rgb(255, 255, 255);\">• Your sterilization habits (frequency, method, and equipment)</span><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"><span style=\" color: rgb(68, 68, 68); font-size: 14px; background-color: rgb(255, 255, 255);\"> I sterilized once before my first use, with the babybreeza sterilizer. I try to refrain from over use of sterilization after a previous breast pump I had, over sterilizing the pump caused it to leak over time. </span><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"></blockquote><br><blockquote><span style=\" color: rgb(68, 68, 68); font-size: 14px; background-color: rgb(255, 255, 255);\">• How you typically store the parts when not in use</span><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"><span style=\" color: rgb(68, 68, 68); font-size: 14px; background-color: rgb(255, 255, 255);\"> When not in use, and not actively in fridge, they are placed in their storage container travel bag. </span><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"><span style=\" color: rgb(68, 68, 68); font-size: 14px; background-color: rgb(255, 255, 255);\"> </span><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"><span style=\" color: rgb(68, 68, 68); font-size: 14px; background-color: rgb(255, 255, 255);\">We would like to send a replacement to you. Please provide the following information:</span><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"><strong style=\" color: rgb(68, 68, 68); font-size: 14px;\">Name: Holly Richardson</strong><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"><strong style=\" color: rgb(68, 68, 68); font-size: 14px;\">Country: USA</strong><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"><strong style=\" color: rgb(68, 68, 68); font-size: 14px;\">State/Province: TENNESSEE </strong><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"><strong style=\" color: rgb(68, 68, 68); font-size: 14px;\">City: STANTON</strong><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"><strong style=\" color: rgb(68, 68, 68); font-size: 14px;\">Zip/ Postal code: 38069</strong><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"><strong style=\" color: rgb(68, 68, 68); font-size: 14px;\">Street Address: 8728 TN 76 S</strong><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"><strong style=\" color: rgb(68, 68, 68); font-size: 14px;\">Contact number: 502-991-1574</strong><br style=\" color: rgb(68, 68, 68); font-size: 14px;\"><strong style=\" color: rgb(68, 68, 68); font-size: 14px;\">Quantity of broken part/s: one broken piece/part</strong></blockquote><div dir=\"ltr\"><br></div><div dir=\"ltr\"><br></div><br><blockquote>On May 13, 2026, at 12:45 PM, RT-B2B-Reigns (Momcozy support) <support@momcozy.com> wrote:<br><br></blockquote></div><blockquote><div dir=\"ltr\">How long you've been using the accessories since receiving them<br> <br>• Your cleaning routine (frequency, method, and products used)<br> <br>• Your sterilization habits (frequency, method, and equipment)<br> <br>• How you typically store the parts when not in use<br> <br> <br>We would like to send a replacement to you. Please provide the following information:<br><strong>Name:</strong><br><strong>Country:</strong><br><strong>State/Province:</strong><br><strong>City:</strong><br><strong>Zip/ Postal code:</strong><br><strong>Street Address:</strong><br><strong>Contact number:</strong><br><strong>Quantity of broken part/s:</strong></div></blockquote></div>",
"plain_body": "How long you've been using the accessories since receiving them Since April 30th, I’ve been using the pumps 1-4 times daily. Whenever I’m not using my spectra wall pump.\n • Your cleaning routine (frequency, method, and products used) I do a full clean of the pumps after every 2 uses, so at least twice a day. When I’m not cleaning fully, I use the Momcozy pump wipes and the refrigerator method (placing wiped off parts in the fridge in a bag to decrease any bacteria buildup). \n • Your sterilization habits (frequency, method, and equipment) I sterilized once before my first use, with the babybreeza sterilizer. I try to refrain from over use of sterilization after a previous breast pump I had, over sterilizing the pump caused it to leak over time. \n • How you typically store the parts when not in use When not in use, and not actively in fridge, they are placed in their storage container travel bag. We would like to send a replacement to you. Please provide the following information: Name: Holly Richardson Country: USA State/Province: TENNESSEE City: STANTON Zip/ Postal code: 38069 Street Address: 8728 TN 76 S Contact number: 502-991-1574 Quantity of broken part/s: one broken piece/part \n \n \n On May 13, 2026, at 12:45 PM, RT-B2B-Reigns (Momcozy support) <support@momcozy.com> wrote:\n\n How long you've been using the accessories since receiving them\n \n• Your cleaning routine (frequency, method, and products used)\n \n• Your sterilization habits (frequency, method, and equipment)\n \n• How you typically store the parts when not in use\n \n \nWe would like to send a replacement to you. Please provide the following information:\nName:\nCountry:\nState/Province:\nCity:\nZip/ Postal code:\nStreet Address:\nContact number:\nQuantity of broken part/s:",
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{
"id": 57890599068185,
"type": "Comment",
"author_id": 56827689530393,
"body": "Hi,\n\nWe hope this message finds you well.\n\n\nTo assist our investigation, please share:\n\n• How long you've been using the accessories since receiving them\n\n• Your cleaning routine (frequency, method, and products used)\n\n• Your sterilization habits (frequency, method, and equipment)\n\n• How you typically store the parts when not in use\n\n\nWe would like to send a replacement to you. Please provide the following information:\n**Name:**\n**Country:**\n**State/Province:**\n**City:**\n**Zip/ Postal code:**\n**Street Address:**\n**Contact number:**\n**Quantity of broken part/s:**\n\n\nThank you once again for your patience and we're looking forward to your reply.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hi,<br> <br>We hope this message finds you well.<br> <br> <br>To assist our investigation, please share:<br> <br>• How long you've been using the accessories since receiving them<br> <br>• Your cleaning routine (frequency, method, and products used)<br> <br>• Your sterilization habits (frequency, method, and equipment)<br> <br>• How you typically store the parts when not in use<br> <br> <br>We would like to send a replacement to you. Please provide the following information:<br><strong>Name:</strong><br><strong>Country:</strong><br><strong>State/Province:</strong><br><strong>City:</strong><br><strong>Zip/ Postal code:</strong><br><strong>Street Address:</strong><br><strong>Contact number:</strong><br><strong>Quantity of broken part/s:</strong><br> <br><br>Thank you once again for your patience and we're looking forward to your reply.<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hi,\n \nWe hope this message finds you well.\n \n \nTo assist our investigation, please share:\n \n• How long you've been using the accessories since receiving them\n \n• Your cleaning routine (frequency, method, and products used)\n \n• Your sterilization habits (frequency, method, and equipment)\n \n• How you typically store the parts when not in use\n \n \nWe would like to send a replacement to you. Please provide the following information:\nName:\nCountry:\nState/Province:\nCity:\nZip/ Postal code:\nStreet Address:\nContact number:\nQuantity of broken part/s:\n \n\nThank you once again for your patience and we're looking forward to your reply.\n \nBest regards,\nMomcozy Customer Support Team",
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"created_at": "2026-05-13T17:45:03Z",
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{
"id": 57878988035609,
"type": "Comment",
"author_id": 50230161965337,
"body": "Hi there,\n\nWe hope this message finds you well.\n\nWe are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.\n\nTo ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.\n\nRest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.\n\nThank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hi there,<br> <br>We hope this message finds you well.<br> <br>We are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.<br> <br>To ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.<br> <br>Rest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.<br> <br>Thank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hi there,\n \nWe hope this message finds you well.\n \nWe are delighted to inform you that we have successfully received your request. Thank you for bringing it to our attention.\n \nTo ensure you receive the most prompt and professional assistance, we are forwarding your inquiry to a more specialized team within momcozy. Please bear with us while we facilitate this transfer.\n \nRest assured, we value your time and patience greatly. You can expect a detailed response from us within 24 hours on a business day.\n \nThank you for your understanding and trust in momcozy. We are committed to providing you with the best service possible.\n \nBest regards,\nMomcozy Customer Support Team",
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"created_at": "2026-05-13T08:58:45Z",
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"id": 57856454925977,
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"body": "From the QR code on the pumps:\n\n#1:\n\nM9BP269NRD025090400EB0G5BBFN10563\n\n#2:\n\nM9BP269NRD025082509C70G5BBFN10246\n\n\n\nAttached is the screenshot from my order with the order number ",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div>From the QR code on the pumps:</div><div><a href=\"/agent/tickets/1\" rel=\"ticket\" target=\"_blank\">#1</a>:</div><div>M9BP269NRD025090400EB0G5BBFN10563</div><div><a href=\"/agent/tickets/2\" rel=\"ticket\" target=\"_blank\">#2</a>:</div><div>M9BP269NRD025082509C70G5BBFN10246</div><div><br></div>Attached is the screenshot from my order with the order number <img alt=\"image0.png\" src=\"https://rootglobal.zendesk.com/attachments/token/KnR2yCIUo5tiGDOum6wWnloew/?name=image0.png\"><br></div>",
"plain_body": "From the QR code on the pumps: #1: M9BP269NRD025090400EB0G5BBFN10563 #2: M9BP269NRD025082509C70G5BBFN10246 \n Attached is the screenshot from my order with the order number ",
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"created_at": "2026-05-12T20:22:11Z",
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"body": "Dear Holly Richardson,\n\nThank you for reaching out to us with your question. We appreciate your patience as we strive to provide you with the best possible support.\n\nWe understand this must be frustrating for you, and we’d like to help resolve this for you as soon as possible. To do that, we just need a little more information from you.\n1. Could you please provide your order number?\n2. 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 on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.(If already provided, please ignore.)\n\nBest regards,\n\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Dear Holly Richardson,</p>\n<p dir=\"auto\">Thank you for reaching out to us with your question. We appreciate your patience as we strive to provide you with the best possible support.</p>\n<p dir=\"auto\">We understand this must be frustrating for you, and we’d like to help resolve this for you as soon as possible. To do that, we just need a little more information from you.</p>\n<ol dir=\"auto\">\n<li>Could you please provide your order number?</li>\n<li>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 on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.(If already provided, please ignore.)</li>\n</ol>\n<p dir=\"auto\">Best regards,</p>\n<p dir=\"auto\">Momcozy Customer Support Team</p></div>",
"plain_body": "Dear Holly Richardson, \n Thank you for reaching out to us with your question. We appreciate your patience as we strive to provide you with the best possible support. \n We understand this must be frustrating for you, and we’d like to help resolve this for you as soon as possible. To do that, we just need a little more information from you. \n \n Could you please provide your order number? \n 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 on the box, you may also scan the QR code on the bottom of the device to retrieve the product's SN.(If already provided, please ignore.) \n \n Best regards, \n Momcozy Customer Support Team",
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"created_at": "2026-05-12T16:03:39Z",
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"id": 57852101056537,
"type": "Comment",
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"body": "I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier.\n\n\nRequest #1251665 \"Warranty inquiry\" was closed and auto merged into this request. Last comment in request #1251665:\n\n\nHi this is Holly Richardson. I love Momcozy products and have been using them since 2024 with my first child. Back in February I purchased the Momcozy mobile breastpump through my insurance. I started using it April 30, after my baby was born and today, May 12th the product broke. The piece was broken while taking off the collection cup after using.\nimage0.png\nimage1.jpeg\nimage2.jpeg\nAttached is the screenshot of purchase and the broken piece. Are you able to send in a new part? I’m not looking for a whole new replacement pumps, just the new piece will suffice so I can continue to use my Momcozy pumps with ease. \nI hope we can come to a solution together soon! \n\nThank you, \nHolly Richardson",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">I hope you're having a great day! We wanted to let you know that there is a ticket pending in your account, which will be merged with the initial one created earlier.</p>\n<p dir=\"auto\">Request <a href=\"/agent/tickets/1251665\" target=\"_blank\" rel=\"ticket\">#1251665</a> \"Warranty inquiry\" was closed and auto merged into this request. Last comment in request <a href=\"/agent/tickets/1251665\" target=\"_blank\" rel=\"ticket\">#1251665</a>:</p>\n<p dir=\"auto\">Hi this is Holly Richardson. I love Momcozy products and have been using them since 2024 with my first child. Back in February I purchased the Momcozy mobile breastpump through my insurance. I started using it April 30, after my baby was born and today, May 12th the product broke. The piece was broken while taking off the collection cup after using.<br>\nimage0.png<br>\nimage1.jpeg<br>\nimage2.jpeg<br>\nAttached is the screenshot of purchase and the broken piece. Are you able to send in a new part? I’m not looking for a whole new replacement pumps, just the new piece will suffice so I can continue to use my Momcozy pumps with ease. <br>\nI hope we can come to a solution together soon!</p>\n<p dir=\"auto\">Thank you, <br>\nHolly Richardson</p></div>",
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