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"ticket_id": "1252512",
"subject": "Lauren Martin M9 Breast Pump Motor Replacement/Warranty Swap",
"description": "Good Afternoon,\r\nI am reaching out regarding a replacement request for one of my Momcozy M9 breast pump motors.\r\nI have attached my proof of purchase, along with the tracking and delivery information for reference. I have also included a video of the issue via a OneDrive link due to the file size.\r\nThe motor is experiencing inconsistent suction and, most of the time, does not produce suction at all despite the motor powering on. To troubleshoot, we replaced the flange with a new one and ensured the battery was fully charged, but the issue persists.\r\nIn the attached video, you can hear the motor running, but there is no suction. I also increase the suction settings during the video with no improvement. Toward the end of the video, the suction briefly returns, but it is very intermittent and quickly reverts back to little or no suction.\r\nPlease advise on the next steps for a warranty replacement or further troubleshooting assistance.\r\nThank you kindly,\r\nLauren Martin\r\n\r\n [https://res.public.onecdn.static.microsoft/assets/fluentui-resources/1.1.0/app-min/assets/item-types/24_1.5x/video.png]IMG_5484.MOV \nunnamed_attachment_1.eml",
"status": "open",
"priority": "normal",
"product_model": "milk pump::Momcozy::M9",
"created_at": "2026-05-12T18:29:50Z",
"updated_at": "2026-05-13T22:38:22Z"
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"text": "Good Afternoon, \n \n\n \n \nOrder Number: BLS-15330833 \n \nPurchase Platform: Babylist \n \nUDI: M9BP269NRD025030438CE0A53KFN20138 (see photo attached) \n \nAfter performing the first test, there was no suction felt whenever the motor stopped working. When the motor briefly starts working again for a few seconds, the suction resumes as expected. \n \nFor the second test, we used a second pump and swapped all accessories and parts. The other pump worked without any issues, which indicates that the problem is not related to the accessories or attachments. \n \nAdditionally, the fit and positioning are correct, and proper wear is being used. I am able to use the second pump on both sides without any issues, which further confirms that the fit and wearable components are not the cause of the problem. \n \nBased on these tests, it appears the issue is isolated to the original pump motor itself. \n \nPlease advise on the next steps for resolving this issue. \n \nThank you, \n \nLauren"
},
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"created_at": "2026-05-13T07:16:16Z",
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"text": "Hello,\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 regret to inform you that we are unable to open the file you attached. To better analyze the issue you are experiencing, please provide your order number, purchase platform, UDI (Unique Device Identifier) information from the bottom of the packaging box, and a picture of the bottom of the motor. You can obtain the UDI by scanning the QR code next to the production date and SN (Serial Number) on the packaging box. If the packaging box has been discarded or there is no UDI label on the box, you can also obtain the product serial number by scanning the QR code on the bottom of the device.\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• 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 \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"
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"text": "Good Afternoon, \n \nI am reaching out regarding a replacement request for one of my Momcozy M9 breast pump motors. \n \nI have attached my proof of purchase, along with the tracking and delivery information for reference. I have also included a video of the issue via a OneDrive link due to the file size. \n \nThe motor is experiencing inconsistent suction and, most of the time, does not produce suction at all despite the motor powering on. To troubleshoot, we replaced the flange with a new one and ensured the battery was fully charged, but the issue persists. \n \nIn the attached video, you can hear the motor running, but there is no suction. I also increase the suction settings during the video with no improvement. Toward the end of the video, the suction briefly returns, but it is very intermittent and quickly reverts\n back to little or no suction. \n \nPlease advise on the next steps for a warranty replacement or further troubleshooting assistance. \n \nThank you kindly, \n \nLauren Martin \n \n\n \n \n IMG_5484.MOV"
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"body": "Good Afternoon,\n\n\n\nOrder Number: BLS-15330833\n\nPurchase Platform: Babylist\n\nUDI: M9BP269NRD025030438CE0A53KFN20138 (see photo attached)\n\nAfter performing the first test, there was no suction felt whenever the motor stopped working. When the motor briefly starts working again for a few seconds, the suction resumes as expected.\n\nFor the second test, we used a second pump and swapped all accessories and parts. The other pump worked without any issues, which indicates that the problem is not related to the accessories or attachments.\n\nAdditionally, the fit and positioning are correct, and proper wear is being used. I am able to use the second pump on both sides without any issues, which further confirms that the fit and wearable components are not the cause of the problem.\n\nBased on these tests, it appears the issue is isolated to the original pump motor itself.\n\nPlease advise on the next steps for resolving this issue.\n\nThank you,\n\nLauren\n\n\n\n* * *",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\"><div style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\nGood Afternoon,</div>\n<div style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\n<br>\n</div>\n<div style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\nOrder Number: BLS-15330833</div>\n<div style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\nPurchase Platform: Babylist</div>\n<div style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\nUDI: <span style=\"font-weight: 600;\">M9BP269NRD025030438CE0A53KFN20138</span> (see photo attached)</div>\n<div style=\"margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\">\nAfter performing the first test, there was no suction felt whenever the motor stopped working. When the motor briefly starts working again for a few seconds, the suction resumes as expected.</div>\n<div style=\"margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\">\nFor the second test, we used a second pump and swapped all accessories and parts. The other pump worked without any issues, which indicates that the problem is not related to the accessories or attachments.</div>\n<div style=\"margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\">\nAdditionally, the fit and positioning are correct, and proper wear is being used. I am able to use the second pump on both sides without any issues, which further confirms that the fit and wearable components are not the cause of the problem.</div>\n<div style=\"margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\">\nBased on these tests, it appears the issue is isolated to the original pump motor itself.</div>\n<div style=\"margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\">\nPlease advise on the next steps for resolving this issue.</div>\n<div style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\nThank you,</div>\n<div style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\nLauren</div>\n<div style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\n<br>\n</div>\n<hr style=\"display: inline-block; width: 98%;\"></div>",
"plain_body": "Good Afternoon, \n \n\n\n \n \nOrder Number: BLS-15330833 \n \nPurchase Platform: Babylist \n \nUDI: M9BP269NRD025030438CE0A53KFN20138 (see photo attached) \n \nAfter performing the first test, there was no suction felt whenever the motor stopped working. When the motor briefly starts working again for a few seconds, the suction resumes as expected. \n \nFor the second test, we used a second pump and swapped all accessories and parts. The other pump worked without any issues, which indicates that the problem is not related to the accessories or attachments. \n \nAdditionally, the fit and positioning are correct, and proper wear is being used. I am able to use the second pump on both sides without any issues, which further confirms that the fit and wearable components are not the cause of the problem. \n \nBased on these tests, it appears the issue is isolated to the original pump motor itself. \n \nPlease advise on the next steps for resolving this issue. \n \nThank you, \n \nLauren",
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"body": "Hello,\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 regret to inform you that we are unable to open the file you attached. To better analyze the issue you are experiencing, **please provide your order number, purchase platform, UDI (Unique Device Identifier) information from the bottom of the packaging box, and a picture of the bottom of the motor.** You can obtain the UDI by scanning the QR code next to the production date and SN (Serial Number) on the packaging box. If the packaging box has been discarded or there is no UDI label on the box, you can also obtain the product serial number by scanning the QR code on the bottom of the device.\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• 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\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\">Hello,<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 regret to inform you that we are unable to open the file you attached. To better analyze the issue you are experiencing,<strong> please provide your order number, purchase platform, UDI (Unique Device Identifier) information from the bottom of the packaging box, and a picture of the bottom of the motor.</strong> You can obtain the UDI by scanning the QR code next to the production date and SN (Serial Number) on the packaging box. If the packaging box has been discarded or there is no UDI label on the box, you can also obtain the product serial number by scanning the QR code on the bottom of the device.<br> <br>We've helped other mothers resolve similar concerns through some simple checks. Would you mind trying these steps with me?<br> <br>Let's start with two quick tests:<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>If the motor is working properly, here's how to check the accessories:<br>• 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.<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>• 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.<br>• 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.<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>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></div>",
"plain_body": "Hello,\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 regret to inform you that we are unable to open the file you attached. To better analyze the issue you are experiencing, please provide your order number, purchase platform, UDI (Unique Device Identifier) information from the bottom of the packaging box, and a picture of the bottom of the motor. You can obtain the UDI by scanning the QR code next to the production date and SN (Serial Number) on the packaging box. If the packaging box has been discarded or there is no UDI label on the box, you can also obtain the product serial number by scanning the QR code on the bottom of the device.\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• 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 \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",
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"body": "Good Afternoon,\n\nI am reaching out regarding a replacement request for one of my Momcozy M9 breast pump motors.\n\nI have attached my proof of purchase, along with the tracking and delivery information for reference. I have also included a video of the issue via a OneDrive link due to the file size.\n\nThe motor is experiencing inconsistent suction and, most of the time, does not produce suction at all despite the motor powering on. To troubleshoot, we replaced the flange with a new one and ensured the battery was fully charged, but the issue persists.\n\nIn the attached video, you can hear the motor running, but there is no suction. I also increase the suction settings during the video with no improvement. Toward the end of the video, the suction briefly returns, but it is very intermittent and quickly reverts back to little or no suction.\n\nPlease advise on the next steps for a warranty replacement or further troubleshooting assistance.\n\nThank you kindly,\n\nLauren Martin\n\n\n\n IMG_5484.MOV",
"html_body": "<div class=\"zd-comment zd-comment-pre-styled\" dir=\"auto\">\n<div style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\nGood Afternoon, </div>\n<div style=\"margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\">\nI am reaching out regarding a replacement request for one of my Momcozy M9 breast pump motors.</div>\n<div style=\"margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\">\nI have attached my proof of purchase, along with the tracking and delivery information for reference. I have also included a video of the issue via a OneDrive link due to the file size.</div>\n<div style=\"margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\">\nThe motor is experiencing inconsistent suction and, most of the time, does not produce suction at all despite the motor powering on. To troubleshoot, we replaced the flange with a new one and ensured the battery was fully charged, but the issue persists.</div>\n<div style=\"margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\">\nIn the attached video, you can hear the motor running, but there is no suction. I also increase the suction settings during the video with no improvement. Toward the end of the video, the suction briefly returns, but it is very intermittent and quickly reverts\n back to little or no suction.</div>\n<div style=\"margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\">\nPlease advise on the next steps for a warranty replacement or further troubleshooting assistance.</div>\n<div style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\nThank you kindly, </div>\n<div style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\nLauren Martin</div>\n<div style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\n<br>\n</div>\n<div style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\n <span style=\" color: rgb(0, 0, 0);\"></span><span style=\"display: inline-block;\"><span><a href=\"https://1drv.ms/v/c/7efb4fa4d54ae73e/IQAwnCgA7yQASrRUf7qfyuAVAerK8xF8UNA47TWRJzgQEHM\" style=\"border-radius: 2px; background-color: rgb(244, 244, 244); padding: 0px 1px;\" rel=\"noreferrer\"><img alt=\"\" width=\"18\" height=\"18\" style=\"width: 16px; height: 16px; vertical-align: middle; padding: 1px 2px 2px 0px;\" src=\"https://res.public.onecdn.static.microsoft/assets/fluentui-resources/1.1.0/app-min/assets/item-types/24_1.5x/video.png\">IMG_5484.MOV</a></span></span><span style=\" color: rgb(0, 0, 0);\"></span></div></div>",
"plain_body": "Good Afternoon, \n \nI am reaching out regarding a replacement request for one of my Momcozy M9 breast pump motors. \n \nI have attached my proof of purchase, along with the tracking and delivery information for reference. I have also included a video of the issue via a OneDrive link due to the file size. \n \nThe motor is experiencing inconsistent suction and, most of the time, does not produce suction at all despite the motor powering on. To troubleshoot, we replaced the flange with a new one and ensured the battery was fully charged, but the issue persists. \n \nIn the attached video, you can hear the motor running, but there is no suction. I also increase the suction settings during the video with no improvement. Toward the end of the video, the suction briefly returns, but it is very intermittent and quickly reverts\n back to little or no suction. \n \nPlease advise on the next steps for a warranty replacement or further troubleshooting assistance. \n \nThank you kindly, \n \nLauren Martin \n \n\n\n \n \n IMG_5484.MOV",
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