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"body": "Dear Katie,\n\nThank you for sharing your experience with us. We sincerely apologize for the inconvenience you've encountered and truly appreciate you taking the time to provide this valuable feedback.\n\nWe've helped other mothers resolve similar concerns through some simple checks. Would you mind trying these steps with me?\n\n**Let's start with two quick tests:**\n• Please disassemble the motor from the milk bowl. 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 strength.\n• If you have two pumps, try switching the motors between the collection cups. This helps determine if the issue is with the motor or the accessories.\n\n**If the motor is working properly, here's how to check the accessories:**\n• **Inspect the seal:** Please ensure the silicone diaphragm and valve are properly installed and undamaged. You can refer to our instructional video for guidance. Sometimes simply reinstalling the flange and accessories can restore normal suction.\nVideo: https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0\n• **Consider accessory age:** Silicone parts naturally wear over time. For optimal performance, we recommend replacing them every 1–3 months. To ensure compatibility, we suggest purchasing from our official store.\n• **Check your fit:** As your body changes, so might your flange needs. Measuring your nipple size when erect helps ensure you're using the most comfortable and effective size.\n• **Ensure proper wear:** A supportive, full-coverage nursing bra helps maintain a secure seal. Make sure the flange sits flush against your breast during use.\n\nWe know troubleshooting can feel frustrating, and we're here to support you through this process. If these steps don't resolve the issue, photos of your pump motors (showing manufacturer details) and any parts from our official store would be very helpful.\n\nTo better analyze the issue you're experiencing, please provide:\n- Order number and the sales platform where you made the purchase:\n- A photo of bottom of motor to let us get the SN:\n- UDI (Unique Device Identifier) information located on the bottom of the box:\n\n\nIf you can add a video demonstrating the issue, that would be very helpful.\n\nWe're committed to ensuring you have the best possible experience with our products. Thank you for your patience and partnership in resolving this.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Dear Katie,<br> <br>Thank you for sharing your experience with us. We sincerely apologize for the inconvenience you've encountered and truly appreciate you taking the time to provide this valuable feedback.<br> <br>We've helped other mothers resolve similar concerns through some simple checks. Would you mind trying these steps with me?<br> <br><strong>Let's start with two quick tests:</strong><br>• Please disassemble the motor from the milk bowl. 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 strength.<br>• If you have two pumps, try switching the motors between the collection cups. This helps determine if the issue is with the motor or the accessories.<br> <br><strong>If the motor is working properly, here's how to check the accessories:</strong><br>• <strong>Inspect the seal:</strong> Please ensure the silicone diaphragm and valve are properly installed and undamaged. You can refer to our instructional video for guidance. Sometimes simply reinstalling the flange and accessories can restore normal suction.<br>Video: <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><br>• <strong>Consider accessory age:</strong> Silicone parts naturally wear over time. For optimal performance, we recommend replacing them every 1–3 months. To ensure compatibility, we suggest purchasing from our official store.<br>• <strong>Check your fit:</strong> As your body changes, so might your flange needs. Measuring your nipple size when erect helps ensure you're using the most comfortable and effective size.<br>• <strong>Ensure proper wear:</strong> A supportive, full-coverage nursing bra helps maintain a secure seal. Make sure the flange sits flush against your breast during use.<br> <br>We know troubleshooting can feel frustrating, and we're here to support you through this process. If these steps don't resolve the issue, photos of your pump motors (showing manufacturer details) and any parts from our official store would be very helpful.<br> <br>To better analyze the issue you're experiencing, please provide: <br><ul dir=\"auto\"><li>Order number and the<strong> </strong>sales platform where you made the purchase:</li><li>A photo of bottom of motor to let us get the SN:</li><li>UDI (Unique Device Identifier) information located on the bottom of the box:</li></ul> <br>If you can add a video demonstrating the issue, that would be very helpful.<br> <br>We're committed to ensuring you have the best possible experience with our products. Thank you for your patience and partnership in resolving this.<br> <br>Best regards,<br>Momcozy Customer Support Team<br> <br></div>",
"plain_body": "Dear Katie,\n \nThank you for sharing your experience with us. We sincerely apologize for the inconvenience you've encountered and truly appreciate you taking the time to provide this valuable feedback.\n \nWe've helped other mothers resolve similar concerns through some simple checks. Would you mind trying these steps with me?\n \nLet's start with two quick tests:\n• Please disassemble the motor from the milk bowl. 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 strength.\n• If you have two pumps, try switching the motors between the collection cups. This helps determine if the issue is with the motor or the accessories.\n \nIf the motor is working properly, here's how to check the accessories:\n• Inspect the seal: Please ensure the silicone diaphragm and valve are properly installed and undamaged. You can refer to our instructional video for guidance. Sometimes simply reinstalling the flange and accessories can restore normal suction.\nVideo: https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0\n• Consider accessory age: Silicone parts naturally wear over time. For optimal performance, we recommend replacing them every 1–3 months. To ensure compatibility, we suggest purchasing from our official store.\n• Check your fit: As your body changes, so might your flange needs. Measuring your nipple size when erect helps ensure you're using the most comfortable and effective size.\n• Ensure proper wear: A supportive, full-coverage nursing bra helps maintain a secure seal. Make sure the flange sits flush against your breast during use.\n \nWe know troubleshooting can feel frustrating, and we're here to support you through this process. If these steps don't resolve the issue, photos of your pump motors (showing manufacturer details) and any parts from our official store would be very helpful.\n \nTo better analyze the issue you're experiencing, please provide: \n Order number and the sales platform where you made the purchase: A photo of bottom of motor to let us get the SN: UDI (Unique Device Identifier) information located on the bottom of the box: \nIf you can add a video demonstrating the issue, that would be very helpful.\n \nWe're committed to ensuring you have the best possible experience with our products. Thank you for your patience and partnership in resolving this.\n \nBest regards,\nMomcozy Customer Support Team\n ",
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"body": "Hello,\n\nWe sincerely apologize for the delayed reply.\n\nDue to a high volume of incoming chats, we were unfortunately unable to get back to you sooner.\nWe will now be forwarding your concern to one of our available representatives, who will be contacting you via email to assist you further.\n\nThank you very much for your patience and understanding.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>We sincerely apologize for the delayed reply.<br> <br>Due to a high volume of incoming chats, we were unfortunately unable to get back to you sooner.<br>We will now be forwarding your concern to one of our available representatives, who will be contacting you via email to assist you further.<br> <br>Thank you very much for your patience and understanding.<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hello,\n \nWe sincerely apologize for the delayed reply.\n \nDue to a high volume of incoming chats, we were unfortunately unable to get back to you sooner.\nWe will now be forwarding your concern to one of our available representatives, who will be contacting you via email to assist you further.\n \nThank you very much for your patience and understanding.\n \nBest regards,\nMomcozy Customer Support Team",
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"body": "(01:43:39) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.\n\nIBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n(01:43:52) Web User 6a0366ca3aa9746edd6e216a: After-sales service\n(01:43:56) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n(01:44:31) Web User 6a0366ca3aa9746edd6e216a: I have the M9 mobile flow pumps and one of the motors stopped working on one of my pumps. \n(01:44:36) Momcozy: I'm so sorry for the inconvenience! I'm connecting you with one of our customer care specialists right now—please hold on just a moment.\n(01:44:37) Momcozy: Sorry, our customer service representatives are currently busy/offline. Please try contacting us again later, or click the [Leave a Message] button below to submit your specific request. A ticket will be automatically created once you leave a Message , and one of our human agents will follow up with you promptly!\n\nLEAVE A MESSAGE, TRY AGAIN LATER\n(01:44:48) Web User 6a0366ca3aa9746edd6e216a: Leave a message\n(01:44:52) Momcozy: Could you please let me know your name and email address?\n(01:45:01) Web User 6a0366ca3aa9746edd6e216a: name: Katie Rust\nemail: katiehughes12@gmail.com\n(01:45:05) Momcozy: Please leave the following information, which will help us solve your problem faster and more accurately:\n\n 1. Your order number (if you don't have one, you can leave it blank):\n 2. Product model/name:\n 3. Description of specific needs:\n\nWe will convert your message into a work order and synchronize it to the support team as soon as possible~\n\nPlease rest assured that we will take the initiative to contact you within 24 hours and give you a satisfactory reply! If you have anything else to add later, please feel free to leave a message here, and we will check it in a timely manner~\n\nThank you for using the online chat. Wish you a pleasant day.😊\n(01:45:28) Katie Rust: 1. Do not have order number. \n(01:46:47) Katie Rust: 2. M9 Hands Free Pump 3. One of my motors stopped working/suctioning. I really love these pumps and use them every day. \n(01:47:13) Katie Rust: Do you need any other information?",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(01:43:39) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.</p>\n\n<p dir=\"auto\">IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n<br>(01:43:52) Web User 6a0366ca3aa9746edd6e216a: After-sales service\n<br>(01:43:56) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n<br>(01:44:31) Web User 6a0366ca3aa9746edd6e216a: I have the M9 mobile flow pumps and one of the motors stopped working on one of my pumps. \n<br>(01:44:36) Momcozy: I'm so sorry for the inconvenience! I'm connecting you with one of our customer care specialists right now—please hold on just a moment.\n<br>(01:44:37) Momcozy: Sorry, our customer service representatives are currently busy/offline. Please try contacting us again later, or click the [Leave a Message] button below to submit your specific request. A ticket will be automatically created once you leave a Message , and one of our human agents will follow up with you promptly!</p>\n\n<p dir=\"auto\">LEAVE A MESSAGE, TRY AGAIN LATER\n<br>(01:44:48) Web User 6a0366ca3aa9746edd6e216a: Leave a message\n<br>(01:44:52) Momcozy: Could you please let me know your name and email address?\n<br>(01:45:01) Web User 6a0366ca3aa9746edd6e216a: name: Katie Rust\n<br>email: <a href=\"mailto:katiehughes12@gmail.com\" rel=\"noreferrer\">katiehughes12@gmail.com</a>\n<br>(01:45:05) Momcozy: Please leave the following information, which will help us solve your problem faster and more accurately:</p>\n\n<p dir=\"auto\"> 1. Your order number (if you don't have one, you can leave it blank):\n<br> 2. Product model/name:\n<br> 3. Description of specific needs:</p>\n\n<p dir=\"auto\">We will convert your message into a work order and synchronize it to the support team as soon as possible~</p>\n\n<p dir=\"auto\">Please rest assured that we will take the initiative to contact you within 24 hours and give you a satisfactory reply! If you have anything else to add later, please feel free to leave a message here, and we will check it in a timely manner~</p>\n\n<p dir=\"auto\">Thank you for using the online chat. Wish you a pleasant day.😊\n<br>(01:45:28) Katie Rust: 1. Do not have order number. \n<br>(01:46:47) Katie Rust: 2. M9 Hands Free Pump 3. One of my motors stopped working/suctioning. I really love these pumps and use them every day. \n<br>(01:47:13) Katie Rust: Do you need any other information?</p></div>",
"plain_body": "(01:43:39) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. \n\n IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n\n(01:43:52) Web User 6a0366ca3aa9746edd6e216a: After-sales service\n\n(01:43:56) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n\n(01:44:31) Web User 6a0366ca3aa9746edd6e216a: I have the M9 mobile flow pumps and one of the motors stopped working on one of my pumps. \n\n(01:44:36) Momcozy: I'm so sorry for the inconvenience! I'm connecting you with one of our customer care specialists right now—please hold on just a moment.\n\n(01:44:37) Momcozy: Sorry, our customer service representatives are currently busy/offline. Please try contacting us again later, or click the [Leave a Message] button below to submit your specific request. A ticket will be automatically created once you leave a Message , and one of our human agents will follow up with you promptly! \n\n LEAVE A MESSAGE, TRY AGAIN LATER\n\n(01:44:48) Web User 6a0366ca3aa9746edd6e216a: Leave a message\n\n(01:44:52) Momcozy: Could you please let me know your name and email address?\n\n(01:45:01) Web User 6a0366ca3aa9746edd6e216a: name: Katie Rust\n\nemail: katiehughes12@gmail.com\n\n(01:45:05) Momcozy: Please leave the following information, which will help us solve your problem faster and more accurately: \n\n 1. Your order number (if you don't have one, you can leave it blank):\n\n 2. Product model/name:\n\n 3. Description of specific needs: \n\n We will convert your message into a work order and synchronize it to the support team as soon as possible~ \n\n Please rest assured that we will take the initiative to contact you within 24 hours and give you a satisfactory reply! If you have anything else to add later, please feel free to leave a message here, and we will check it in a timely manner~ \n\n Thank you for using the online chat. Wish you a pleasant day.😊\n\n(01:45:28) Katie Rust: 1. Do not have order number. \n\n(01:46:47) Katie Rust: 2. M9 Hands Free Pump 3. One of my motors stopped working/suctioning. I really love these pumps and use them every day. \n\n(01:47:13) Katie Rust: Do you need any other information?",
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