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"description": "Hello, I ordered the momcozy M9 through aeroflow and one my pumps has stopped working . It’s coming in but no suction. What can I do to fix this ? \nSent from my iPhone",
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"text": "Hi Lisa so have tried the troubleshooting and it’s the motor, there’s no suction . I’m going to attach a video you can hear a difference in the motors , there’s sound coming from the one with suction versus the one not working properly. The S/N is from QR code on motor -M9BP269NRD02505211D380G56EFN11212"
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"text": "Hello,\n \nThis is a follow-up email.\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\nTo get started, could you please share a screenshot of the receipt or order confirmation with the item MODEL and order date so that we can verify the order information and warranty?\n\nTo better analyze the issue you're experiencing, 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 there is 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.\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\nFor persistent problems and under warranty, we’d be more than happy to offer a SINGLE PUMP replacement in any color we have in stock! Could you please provide your address information in the format below?\n\nName:\nProvince/State:\nCity:\nZip Code:\nStreet Address:\nContact Number:\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\nLooking forward to your response.\n\nBest regards,\nMomcozy Customer Support Team"
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"body": "Hi Lisa so have tried the troubleshooting and it’s the motor, there’s no suction . I’m going to attach a video you can hear a difference in the motors , there’s sound coming from the one with suction versus the one not working properly. The S/N is from QR code on motor -M9BP269NRD02505211D380G56EFN11212 ",
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"body": "Hello,\n\nThis is a follow-up email.\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\nTo get started, could you please share a screenshot of the receipt or order confirmation with the item MODEL and order date so that we can verify the order information and warranty?\n\nTo better analyze the issue you're experiencing, 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 there is 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.\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\nFor persistent problems and under warranty, we’d be more than happy to offer a SINGLE PUMP replacement in any color we have in stock! Could you please provide your address information in the format below?\n\nName:\nProvince/State:\nCity:\nZip Code:\nStreet Address:\nContact Number:\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\nLooking forward to your response.\n\nBest regards,\nMomcozy Customer Support Team",
"html_body": "<div class=\"zd-comment\" dir=\"auto\">Hello,<br> <br>This is a follow-up email.<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>To get started, could you please share a screenshot of the receipt or order confirmation with the item MODEL and order date so that we can verify the order information and warranty?<br><br>To better analyze the issue you're experiencing, 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 there is 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.<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\"><u>https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0</u></a><br>• 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.<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>For persistent problems and under warranty, we’d be more than happy to offer a SINGLE PUMP replacement in any color we have in stock! Could you please provide your address information in the format below?<br><br>Name:<br>Province/State:<br>City:<br>Zip Code:<br>Street Address:<br>Contact Number:<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>Looking forward to your response.<br><br>Best regards,<br>Momcozy Customer Support Team<br></div>",
"plain_body": "Hello,\n \nThis is a follow-up email.\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\nTo get started, could you please share a screenshot of the receipt or order confirmation with the item MODEL and order date so that we can verify the order information and warranty?\n\nTo better analyze the issue you're experiencing, 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 there is 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.\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\nFor persistent problems and under warranty, we’d be more than happy to offer a SINGLE PUMP replacement in any color we have in stock! Could you please provide your address information in the format below?\n\nName:\nProvince/State:\nCity:\nZip Code:\nStreet Address:\nContact Number:\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\nLooking forward to your response.\n\nBest regards,\nMomcozy Customer Support Team",
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