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"ticket": {
"ticket_id": "1252435",
"subject": "Warranty Evaluation Request: M9 and M6 Troubleshooting Videos (Distribuidora San Lucas Guatemala)",
"description": "Hi Natalia,\n\nWe hope you are having a great week.\n\nWe are reaching out to request your technical support regarding some potential warranty claims. We have attached three videos to this email for your review:\n\n1. M9 Double Case (1st Video): This video corresponds to a customer who already received a full replacement for both units previously. The customer reports that the equipment is failing again. They mentioned that they have already tried changing the charger, but currently, one of the units is not working the same as the other. We feel we might be missing something here. Could you please review the video and advise us on the best procedure to handle this specific customer?\n\n2. M6 Cases (2nd and 3rd Videos): The other two attached videos belong to two different customers with M6 units. Both customers claim that neither of their units are working. However, upon reviewing the footage, we do not observe any issues with the motors, and it is worth noting that both customers have been using the equipment for less than one month. Could you please provide us with a standard procedure or troubleshooting steps to verify if these are legitimate warranty claims or just user errors?\n\nWe appreciate your guidance and look forward to your feedback on how to proceed with these cases.\n\nThank you,\n\nCarlos Alvarez\n\nVideo 1 and 2 , M9 case:\n\nhttps://drive.google.com/file/d/1_yQpH9p0pzMfQeJ3OW0LwBQFaDTtMyJQ/view?usp=sharing\n\nhttps://drive.google.com/file/d/1SQn-uvAR_tFA93Q4R7xpdI-dofrqu9pH/view?usp=sharing\n\nVideo 3, M6 first client:\n\nhttps://drive.google.com/file/d/1c06MD3KEzR0EuXKyllwMRgULnAAHupv3/view?usp=sharing\n\nVideo 4 and 5, second client:\n\nhttps://drive.google.com/file/d/1YqkTMA7yjhtEyvWllmkhe4Kv77OW-AUq/view?usp=sharing\n\nhttps://drive.google.com/file/d/1cR_Uwvlaavr2JK0UIzCoPf2Qh4t9yCFR/view?usp=sharing",
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"text": "Hi team,\n \nThanks for your detailed description.\n \nPlease kindly provide proof of purchase. If the M6 is still under warranty, please arrange a replacement for the customer.\n \nKindly ensure this case is recorded in the RMA file for tracking purposes.\n \nAbout the M9, Could you provide a more detailed description of the malfunction? We were unable to identify the specific problem based on the video.\n \nIf you need any further assistance, please don’t hesitate to reach out.\n \nBest regards,\nMomcozy Customer Support Team"
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"text": "Hi Natalia, We hope you are having a great week. We are reaching out to request your technical support regarding some potential warranty claims. We have attached three videos to this email for your review: 1. M9 Double Case (1st Video):\nThis video corresponds to a customer who already received a full replacement for both units previously. The customer reports that the equipment is failing again. They mentioned that they have already tried changing the charger, but currently, one of the units is not working the same as the other. We feel we might be missing something here. Could you please review the video and advise us on the best procedure to handle this specific customer? 2. M6 Cases (2nd and 3rd Videos):\nThe other two attached videos belong to two different customers with M6 units. Both customers claim that neither of their units are working. However, upon reviewing the footage, we do not observe any issues with the motors, and it is worth noting that both customers have been using the equipment for less than one month. Could you please provide us with a standard procedure or troubleshooting steps to verify if these are legitimate warranty claims or just user errors? We appreciate your guidance and look forward to your feedback on how to proceed with these cases. Thank you, Carlos Alvarez Video 1 and 2 , M9 case: https://drive.google.com/file/d/1_yQpH9p0pzMfQeJ3OW0LwBQFaDTtMyJQ/view?usp=sharing https://drive.google.com/file/d/1SQn-uvAR_tFA93Q4R7xpdI-dofrqu9pH/view?usp=sharing Video 3, M6 first client: https://drive.google.com/file/d/1c06MD3KEzR0EuXKyllwMRgULnAAHupv3/view?usp=sharing Video 4 and 5, second client: https://drive.google.com/file/d/1YqkTMA7yjhtEyvWllmkhe4Kv77OW-AUq/view?usp=sharing https://drive.google.com/file/d/1cR_Uwvlaavr2JK0UIzCoPf2Qh4t9yCFR/view?usp=sharing"
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"description": "Hi Natalia,\n\nWe hope you are having a great week.\n\nWe are reaching out to request your technical support regarding some potential warranty claims. We have attached three videos to this email for your review:\n\n1. M9 Double Case (1st Video): This video corresponds to a customer who already received a full replacement for both units previously. The customer reports that the equipment is failing again. They mentioned that they have already tried changing the charger, but currently, one of the units is not working the same as the other. We feel we might be missing something here. Could you please review the video and advise us on the best procedure to handle this specific customer?\n\n2. M6 Cases (2nd and 3rd Videos): The other two attached videos belong to two different customers with M6 units. Both customers claim that neither of their units are working. However, upon reviewing the footage, we do not observe any issues with the motors, and it is worth noting that both customers have been using the equipment for less than one month. Could you please provide us with a standard procedure or troubleshooting steps to verify if these are legitimate warranty claims or just user errors?\n\nWe appreciate your guidance and look forward to your feedback on how to proceed with these cases.\n\nThank you,\n\nCarlos Alvarez\n\nVideo 1 and 2 , M9 case:\n\nhttps://drive.google.com/file/d/1_yQpH9p0pzMfQeJ3OW0LwBQFaDTtMyJQ/view?usp=sharing\n\nhttps://drive.google.com/file/d/1SQn-uvAR_tFA93Q4R7xpdI-dofrqu9pH/view?usp=sharing\n\nVideo 3, M6 first client:\n\nhttps://drive.google.com/file/d/1c06MD3KEzR0EuXKyllwMRgULnAAHupv3/view?usp=sharing\n\nVideo 4 and 5, second client:\n\nhttps://drive.google.com/file/d/1YqkTMA7yjhtEyvWllmkhe4Kv77OW-AUq/view?usp=sharing\n\nhttps://drive.google.com/file/d/1cR_Uwvlaavr2JK0UIzCoPf2Qh4t9yCFR/view?usp=sharing",
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"body": "Hi team,\n \nThanks for your detailed description.\n \nPlease kindly provide proof of purchase. If the M6 is still under warranty, please arrange a replacement for the customer.\n \nKindly ensure this case is recorded in the RMA file for tracking purposes.\n \nAbout the M9, Could you provide a more detailed description of the malfunction? We were unable to identify the specific problem based on the video.\n \nIf you need any further assistance, please don’t hesitate to reach out.\n \nBest regards,\nMomcozy Customer Support Team",
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"body": "Hi team,\n\nThanks for your detailed description.\n\nPlease kindly provide proof of purchase. If the M6 is still under warranty, please arrange a replacement for the customer.\n\nKindly ensure this case is recorded in the **RMA file** for tracking purposes.\n\nAbout the M9, Could you provide a more detailed description of the malfunction? We were unable to identify the specific problem based on the video.\n\nIf you need any further assistance, please don’t hesitate to reach out.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hi team,<br> <br>Thanks for your detailed description.<br> <br>Please kindly provide proof of purchase. If the M6 is still under warranty, please arrange a replacement for the customer.<br> <br>Kindly ensure this case is recorded in the <strong>RMA file </strong>for tracking purposes.<br> <br>About the M9, Could you provide a more detailed description of the malfunction? We were unable to identify the specific problem based on the video.<br> <br>If you need any further assistance, please don’t hesitate to reach out.<br> <br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hi team,\n \nThanks for your detailed description.\n \nPlease kindly provide proof of purchase. If the M6 is still under warranty, please arrange a replacement for the customer.\n \nKindly ensure this case is recorded in the RMA file for tracking purposes.\n \nAbout the M9, Could you provide a more detailed description of the malfunction? We were unable to identify the specific problem based on the video.\n \nIf you need any further assistance, please don’t hesitate to reach out.\n \nBest regards,\nMomcozy Customer Support Team",
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"body": "Hi Natalia,\n\nWe hope you are having a great week.\n\nWe are reaching out to request your technical support regarding some potential warranty claims. We have attached three videos to this email for your review:\n\n**1. M9 Double Case (1st Video):** This video corresponds to a customer who already received a full replacement for both units previously. The customer reports that the equipment is failing again. They mentioned that they have already tried changing the charger, but currently, one of the units is not working the same as the other. We feel we might be missing something here. Could you please review the video and advise us on the best procedure to handle this specific customer?\n\n**2. M6 Cases (2nd and 3rd Videos):** The other two attached videos belong to two different customers with M6 units. Both customers claim that neither of their units are working. However, upon reviewing the footage, we do not observe any issues with the motors, and it is worth noting that both customers have been using the equipment for less than one month. Could you please provide us with a standard procedure or troubleshooting steps to verify if these are legitimate warranty claims or just user errors?\n\nWe appreciate your guidance and look forward to your feedback on how to proceed with these cases.\n\nThank you,\n\nCarlos Alvarez\n\nVideo 1 and 2 , M9 case:\n\nhttps://drive.google.com/file/d/1_yQpH9p0pzMfQeJ3OW0LwBQFaDTtMyJQ/view?usp=sharing\n\nhttps://drive.google.com/file/d/1SQn-uvAR_tFA93Q4R7xpdI-dofrqu9pH/view?usp=sharing\n\nVideo 3, M6 first client:\n\nhttps://drive.google.com/file/d/1c06MD3KEzR0EuXKyllwMRgULnAAHupv3/view?usp=sharing\n\nVideo 4 and 5, second client:\n\nhttps://drive.google.com/file/d/1YqkTMA7yjhtEyvWllmkhe4Kv77OW-AUq/view?usp=sharing\n\nhttps://drive.google.com/file/d/1cR_Uwvlaavr2JK0UIzCoPf2Qh4t9yCFR/view?usp=sharing",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div dir=\"ltr\"><p dir=\"auto\">Hi Natalia,</p><p dir=\"auto\">We hope you are having a great week.</p><p dir=\"auto\">We are reaching out to request your technical support regarding some potential warranty claims. We have attached three videos to this email for your review:</p><p dir=\"auto\"><b>1. M9 Double Case (1st Video):</b>\nThis video corresponds to a customer who already received a full replacement for both units previously. The customer reports that the equipment is failing again. They mentioned that they have already tried changing the charger, but currently, one of the units is not working the same as the other. We feel we might be missing something here. Could you please review the video and advise us on the best procedure to handle this specific customer?</p><p dir=\"auto\"><b>2. M6 Cases (2nd and 3rd Videos):</b>\nThe other two attached videos belong to two different customers with M6 units. Both customers claim that neither of their units are working. However, upon reviewing the footage, we do not observe any issues with the motors, and it is worth noting that both customers have been using the equipment for less than one month. Could you please provide us with a standard procedure or troubleshooting steps to verify if these are legitimate warranty claims or just user errors?</p><p dir=\"auto\">We appreciate your guidance and look forward to your feedback on how to proceed with these cases.</p><p dir=\"auto\">Thank you,</p><p dir=\"auto\">Carlos Alvarez</p><p dir=\"auto\">Video 1 and 2 , M9 case:</p><p dir=\"auto\"><a href=\"https://drive.google.com/file/d/1_yQpH9p0pzMfQeJ3OW0LwBQFaDTtMyJQ/view?usp=sharing\" rel=\"noreferrer\">https://drive.google.com/file/d/1_yQpH9p0pzMfQeJ3OW0LwBQFaDTtMyJQ/view?usp=sharing</a></p><p dir=\"auto\"><a href=\"https://drive.google.com/file/d/1SQn-uvAR_tFA93Q4R7xpdI-dofrqu9pH/view?usp=sharing\" rel=\"noreferrer\">https://drive.google.com/file/d/1SQn-uvAR_tFA93Q4R7xpdI-dofrqu9pH/view?usp=sharing</a></p><p dir=\"auto\">Video 3, M6 first client:</p><p dir=\"auto\"><a href=\"https://drive.google.com/file/d/1c06MD3KEzR0EuXKyllwMRgULnAAHupv3/view?usp=sharing\" rel=\"noreferrer\">https://drive.google.com/file/d/1c06MD3KEzR0EuXKyllwMRgULnAAHupv3/view?usp=sharing</a></p><p dir=\"auto\">Video 4 and 5, second client:</p><p dir=\"auto\"><a href=\"https://drive.google.com/file/d/1YqkTMA7yjhtEyvWllmkhe4Kv77OW-AUq/view?usp=sharing\" rel=\"noreferrer\">https://drive.google.com/file/d/1YqkTMA7yjhtEyvWllmkhe4Kv77OW-AUq/view?usp=sharing</a></p><p dir=\"auto\"><a href=\"https://drive.google.com/file/d/1cR_Uwvlaavr2JK0UIzCoPf2Qh4t9yCFR/view?usp=sharing\" rel=\"noreferrer\">https://drive.google.com/file/d/1cR_Uwvlaavr2JK0UIzCoPf2Qh4t9yCFR/view?usp=sharing</a> </p></div></div>",
"plain_body": "Hi Natalia, We hope you are having a great week. We are reaching out to request your technical support regarding some potential warranty claims. We have attached three videos to this email for your review: 1. M9 Double Case (1st Video):\nThis video corresponds to a customer who already received a full replacement for both units previously. The customer reports that the equipment is failing again. They mentioned that they have already tried changing the charger, but currently, one of the units is not working the same as the other. We feel we might be missing something here. Could you please review the video and advise us on the best procedure to handle this specific customer? 2. M6 Cases (2nd and 3rd Videos):\nThe other two attached videos belong to two different customers with M6 units. Both customers claim that neither of their units are working. However, upon reviewing the footage, we do not observe any issues with the motors, and it is worth noting that both customers have been using the equipment for less than one month. Could you please provide us with a standard procedure or troubleshooting steps to verify if these are legitimate warranty claims or just user errors? We appreciate your guidance and look forward to your feedback on how to proceed with these cases. Thank you, Carlos Alvarez Video 1 and 2 , M9 case: https://drive.google.com/file/d/1_yQpH9p0pzMfQeJ3OW0LwBQFaDTtMyJQ/view?usp=sharing https://drive.google.com/file/d/1SQn-uvAR_tFA93Q4R7xpdI-dofrqu9pH/view?usp=sharing Video 3, M6 first client: https://drive.google.com/file/d/1c06MD3KEzR0EuXKyllwMRgULnAAHupv3/view?usp=sharing Video 4 and 5, second client: https://drive.google.com/file/d/1YqkTMA7yjhtEyvWllmkhe4Kv77OW-AUq/view?usp=sharing https://drive.google.com/file/d/1cR_Uwvlaavr2JK0UIzCoPf2Qh4t9yCFR/view?usp=sharing ",
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