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"subject": "Help with broken M9 pump",
"description": "Hi there, \n\nI hope this email finds you well. I bought my momcozy portal pumps back in October and have been loving them ever since!! After just seven months of use one of the pumps/ motor no longer works. I am disappointed as I have not even had the product for a year. It has made my return to work a bit difficult only having one pump that works. Would it be possible to send a replacement and or provide guidance on how to fix it? \n\nI have attached a video of the motor no longer working and my order number/ receipt from Amazon. Please let me know if anything else is needed .\n\nThank you so much\nVideo.mov\n\nMomcozy receipt .pdf\n-Mariah Asencio",
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"text": "Dear Mariah,\n \nHope you are doing well.\n \nThank you so much for your kind feedback and for sharing your order receipt along with the video of the non-working motor. We are truly sorry to hear that one of your Momcozy wearable pump motors stopped working after only seven months of use, and we completely understand how inconvenient this is for you as you return to work with only one functional pump.\n \nCould you please provide the UDI code located at the bottom of the product box? You can obtain it by scanning the QR code next to the production date and SN number. If you no longer keep the original box, you may scan the QR code on the bottom of the motor to get the serial number instead.\n \nWe have reviewed your video and confirmed the motor fails to generate normal suction. You may try the troubleshooting steps first.\n \nLet's start with a quick suction check:\n• Please test the suction at both level 1 and level 9 by removing the motor and covering the suction hole with your thumb.\n• If you have two pumps, try switching the motors between them - this helps pinpoint where the issue might be.\n \nIf the motor seems to be working fine, the accessories might need some attention:\n• Check the essentials:\nPlease ensure the silicone diaphragm and valve are properly installed and undamaged (Video guide: https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0). Sometimes simply reinstalling everything can restore normal suction!\n• Consider replacement parts:\nSilicone parts naturally wear over time, so we recommend replacing them every 1-3 months for optimal performance. To ensure compatibility, we suggest purchasing from our official store.\n• Find your perfect fit:\nSince bodies change, measuring your nipple size when erect helps ensure you're using the most comfortable and effective flange size.\n• Get the right seal:\nA supportive, full-coverage nursing bra helps maintain a secure fit. Make sure the flange sits flush against your breast during use.\nIf you purchased any parts from our official store, please share the order number. And photos of the parts and the motor's manufacturing information would be very helpful.\n \nIf the issue still cannot be fixed, please kindly send us the following full shipping details so we can arrange a replacement for you promptly:\nName:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact number:\n \nPlease feel free to let us know if you need any further help.\n \nBest regards,\nMomcozy Customer Support Team"
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"text": "Hi there, \n\n I hope this email finds you well. I bought my momcozy portal pumps back in October and have been loving them ever since!! After just seven months of use one of the pumps/ motor no longer works. I am disappointed as I have not even had the product for a year. It has made my return to work a bit difficult only having one pump that works. Would it be possible to send a replacement and or provide guidance on how to fix it? \n\n I have attached a video of the motor no longer working and my order number/ receipt from Amazon. Please let me know if anything else is needed . \n\n Thank you so much\n\nVideo.mov \n\n Momcozy receipt .pdf\n\n-Mariah Asencio"
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"description": "Hi there, \n\nI hope this email finds you well. I bought my momcozy portal pumps back in October and have been loving them ever since!! After just seven months of use one of the pumps/ motor no longer works. I am disappointed as I have not even had the product for a year. It has made my return to work a bit difficult only having one pump that works. Would it be possible to send a replacement and or provide guidance on how to fix it? \n\nI have attached a video of the motor no longer working and my order number/ receipt from Amazon. Please let me know if anything else is needed .\n\n\nThank you so much\nVideo.mov\n\nMomcozy receipt .pdf\n-Mariah Asencio",
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"body": "Dear Mariah,\n \nHope you are doing well.\n \nThank you so much for your kind feedback and for sharing your order receipt along with the video of the non-working motor. We are truly sorry to hear that one of your Momcozy wearable pump motors stopped working after only seven months of use, and we completely understand how inconvenient this is for you as you return to work with only one functional pump.\n \nCould you please provide the UDI code located at the bottom of the product box? You can obtain it by scanning the QR code next to the production date and SN number. If you no longer keep the original box, you may scan the QR code on the bottom of the motor to get the serial number instead.\n \nWe have reviewed your video and confirmed the motor fails to generate normal suction. You may try the troubleshooting steps first.\n \nLet's start with a quick suction check:\n• Please test the suction at both level 1 and level 9 by removing the motor and covering the suction hole with your thumb.\n• If you have two pumps, try switching the motors between them - this helps pinpoint where the issue might be.\n \nIf the motor seems to be working fine, the accessories might need some attention:\n• Check the essentials:\nPlease ensure the silicone diaphragm and valve are properly installed and undamaged (Video guide: https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0). Sometimes simply reinstalling everything can restore normal suction!\n• Consider replacement parts:\nSilicone parts naturally wear over time, so we recommend replacing them every 1-3 months for optimal performance. To ensure compatibility, we suggest purchasing from our official store.\n• Find your perfect fit:\nSince bodies change, measuring your nipple size when erect helps ensure you're using the most comfortable and effective flange size.\n• Get the right seal:\nA supportive, full-coverage nursing bra helps maintain a secure fit. Make sure the flange sits flush against your breast during use.\nIf you purchased any parts from our official store, please share the order number. And photos of the parts and the motor's manufacturing information would be very helpful.\n \nIf the issue still cannot be fixed, please kindly send us the following full shipping details so we can arrange a replacement for you promptly:\nName:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact number:\n \nPlease feel free to let us know if you need any further help.\n \nBest regards,\nMomcozy Customer Support Team",
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"body": "Dear Mariah,\n\nHope you are doing well.\n\nThank you so much for your kind feedback and for sharing your order receipt along with the video of the non-working motor. We are truly sorry to hear that one of your Momcozy wearable pump motors stopped working after only seven months of use, and we completely understand how inconvenient this is for you as you return to work with only one functional pump.\n\nCould you please provide the UDI code located at the bottom of the product box? You can obtain it by scanning the QR code next to the production date and SN number. If you no longer keep the original box, you may scan the QR code on the bottom of the motor to get the serial number instead.\n\nWe have reviewed your video and confirmed the motor fails to generate normal suction. You may try the troubleshooting steps first.\n\nLet's start with a quick suction check:\n• Please test the suction at both level 1 and level 9 by removing the motor and covering the suction hole with your thumb.\n• If you have two pumps, try switching the motors between them - this helps pinpoint where the issue might be.\n\nIf the motor seems to be working fine, the accessories might need some attention:\n• Check the essentials:\nPlease ensure the silicone diaphragm and valve are properly installed and undamaged (Video guide: https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0). Sometimes simply reinstalling everything can restore normal suction!\n• Consider replacement parts:\nSilicone parts naturally wear over time, so we recommend replacing them every 1-3 months for optimal performance. To ensure compatibility, we suggest purchasing from our official store.\n• Find your perfect fit:\nSince bodies change, measuring your nipple size when erect helps ensure you're using the most comfortable and effective flange size.\n• Get the right seal:\nA supportive, full-coverage nursing bra helps maintain a secure fit. Make sure the flange sits flush against your breast during use.\nIf you purchased any parts from our official store, please share the order number. And photos of the parts and the motor's manufacturing information would be very helpful.\n\nIf the issue still cannot be fixed, please kindly send us the following full shipping details so we can arrange a replacement for you promptly:\nName:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact number:\n\nPlease feel free to let us know if you need any further help.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Dear Mariah,<br> <br>Hope you are doing well.<br> <br>Thank you so much for your kind feedback and for sharing your order receipt along with the video of the non-working motor. We are truly sorry to hear that one of your Momcozy wearable pump motors stopped working after only seven months of use, and we completely understand how inconvenient this is for you as you return to work with only one functional pump.<br> <br>Could you please provide the UDI code located at the bottom of the product box? You can obtain it by scanning the QR code next to the production date and SN number. If you no longer keep the original box, you may scan the QR code on the bottom of the motor to get the serial number instead.<br> <br>We have reviewed your video and confirmed the motor fails to generate normal suction. You may try the troubleshooting steps first.<br> <br>Let's start with a quick suction check:<br>• Please test the suction at both level 1 and level 9 by removing the motor and covering the suction hole with your thumb.<br>• If you have two pumps, try switching the motors between them - this helps pinpoint where the issue might be.<br> <br>If the motor seems to be working fine, the accessories might need some attention:<br>• Check the essentials:<br>Please ensure the silicone diaphragm and valve are properly installed and undamaged (Video guide: <a rel=\"noopener noreferrer\" href=\"https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0).\">https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0).</a> Sometimes simply reinstalling everything can restore normal suction!<br>• Consider replacement parts:<br>Silicone parts naturally wear over time, so we recommend replacing them every 1-3 months for optimal performance. To ensure compatibility, we suggest purchasing from our official store.<br>• Find your perfect fit:<br>Since bodies change, measuring your nipple size when erect helps ensure you're using the most comfortable and effective flange size.<br>• Get the right seal:<br>A supportive, full-coverage nursing bra helps maintain a secure fit. Make sure the flange sits flush against your breast during use.<br>If you purchased any parts from our official store, please share the order number. And photos of the parts and the motor's manufacturing information would be very helpful.<br> <br>If the issue still cannot be fixed, please kindly send us the following full shipping details so we can arrange a replacement for you promptly:<br>Name:<br>Street Address:<br>City:<br>State:<br>Country:<br>Zipcode:<br>Contact number:<br> <br>Please feel free to let us know if you need any further help.<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Dear Mariah,\n \nHope you are doing well.\n \nThank you so much for your kind feedback and for sharing your order receipt along with the video of the non-working motor. We are truly sorry to hear that one of your Momcozy wearable pump motors stopped working after only seven months of use, and we completely understand how inconvenient this is for you as you return to work with only one functional pump.\n \nCould you please provide the UDI code located at the bottom of the product box? You can obtain it by scanning the QR code next to the production date and SN number. If you no longer keep the original box, you may scan the QR code on the bottom of the motor to get the serial number instead.\n \nWe have reviewed your video and confirmed the motor fails to generate normal suction. You may try the troubleshooting steps first.\n \nLet's start with a quick suction check:\n• Please test the suction at both level 1 and level 9 by removing the motor and covering the suction hole with your thumb.\n• If you have two pumps, try switching the motors between them - this helps pinpoint where the issue might be.\n \nIf the motor seems to be working fine, the accessories might need some attention:\n• Check the essentials:\nPlease ensure the silicone diaphragm and valve are properly installed and undamaged (Video guide: https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0). Sometimes simply reinstalling everything can restore normal suction!\n• Consider replacement parts:\nSilicone parts naturally wear over time, so we recommend replacing them every 1-3 months for optimal performance. To ensure compatibility, we suggest purchasing from our official store.\n• Find your perfect fit:\nSince bodies change, measuring your nipple size when erect helps ensure you're using the most comfortable and effective flange size.\n• Get the right seal:\nA supportive, full-coverage nursing bra helps maintain a secure fit. Make sure the flange sits flush against your breast during use.\nIf you purchased any parts from our official store, please share the order number. And photos of the parts and the motor's manufacturing information would be very helpful.\n \nIf the issue still cannot be fixed, please kindly send us the following full shipping details so we can arrange a replacement for you promptly:\nName:\nStreet Address:\nCity:\nState:\nCountry:\nZipcode:\nContact number:\n \nPlease feel free to let us know if you need any further help.\n \nBest regards,\nMomcozy Customer Support Team",
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"body": "Hi there, \n\nI hope this email finds you well. I bought my momcozy portal pumps back in October and have been loving them ever since!! After just seven months of use one of the pumps/ motor no longer works. I am disappointed as I have not even had the product for a year. It has made my return to work a bit difficult only having one pump that works. Would it be possible to send a replacement and or provide guidance on how to fix it? \n\nI have attached a video of the motor no longer working and my order number/ receipt from Amazon. Please let me know if anything else is needed .\n\nThank you so much\nVideo.mov\n\nMomcozy receipt .pdf\n-Mariah Asencio",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">Hi there, </p>\n\n<p dir=\"auto\">I hope this email finds you well. I bought my momcozy portal pumps back in October and have been loving them ever since!! After just seven months of use one of the pumps/ motor no longer works. I am disappointed as I have not even had the product for a year. It has made my return to work a bit difficult only having one pump that works. Would it be possible to send a replacement and or provide guidance on how to fix it? </p>\n\n<p dir=\"auto\">I have attached a video of the motor no longer working and my order number/ receipt from Amazon. Please let me know if anything else is needed .</p>\n\n<p dir=\"auto\">Thank you so much\n<br>Video.mov</p>\n\n<p dir=\"auto\">Momcozy receipt .pdf\n<br>-Mariah Asencio</p></div>",
"plain_body": "Hi there, \n\n I hope this email finds you well. I bought my momcozy portal pumps back in October and have been loving them ever since!! After just seven months of use one of the pumps/ motor no longer works. I am disappointed as I have not even had the product for a year. It has made my return to work a bit difficult only having one pump that works. Would it be possible to send a replacement and or provide guidance on how to fix it? \n\n I have attached a video of the motor no longer working and my order number/ receipt from Amazon. Please let me know if anything else is needed . \n\n Thank you so much\n\nVideo.mov \n\n Momcozy receipt .pdf\n\n-Mariah Asencio",
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