转发：对于再次打扰您的问题我们深表歉意

{
  "ticket": {
    "ticket_id": "1253941",
    "subject": "Fwd: We apologize for bothering you again about your issue",
    "description": "This is a follow-up to your previous request #1206585 \"Re: Momcozy Re: Fwd: Order ...\"\n\nWarm Regards,\nAsha Madaswamy, \nM: +61- 452607510\nlinkedin.com/in/ashamadaswamy9 (https://www.linkedin.com/in/ashamadaswamy9)\n\n---------- Forwarded message ---------\nFrom: Asha Madaswamy \nDate: Sat, 9 May 2026, 12:43 pm\nSubject: Re: We apologize for bothering you again about your issue\nTo: Support \n\nHi Momcozy Customer Support,\n\nThank you for your follow-up.\n\nYes, the poor suction issue is also occurring with the newly replaced pump. I’ve noticed the problem persists, and it is happening despite trying to use the pump as instructed.\n\nTo be honest, I’m feeling quite frustrated and overwhelmed having to go through this troubleshooting process again, especially on top of an already challenging breastfeeding journey. I was really hoping the replacement would resolve the issue.\n\nI will try to provide the video and requested details as soon as I can, but I would really appreciate any way to expedite a resolution, as this has been quite stressful.\n\nAs requested:\n \nStep-by-Step Check:\n• Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version. - YES\n• Power On & Select Mode: Turn on the motor and set it to Expression Mode. - YES, done\n• Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound. - YES, i clearly can hear the motor sound and see the suction of my nipple through the air 1 pump transparent window.\n• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder. - YES, i do that too.\n \nComfort & Fit Matters:\n• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment - - YES, all done.\n• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size - - YES, its the perfect flange size 24mm, i use the same size with the earlier kit as well and had no issue with the suction it was only the battery defect later slowly the suction also went off and even i use 24 mm with my Avent electric pump as well, the flow is great but i have to struggle by holding it. air is electrical but not wearable. \n• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance - it has not even used for a week properly?? and are you saying parts to be replaced every three months?? Oh ma god!! this is annoying and at this point i'm at peak of frustration, please refund i beg you, i will return both kit and you check things yourself pls sen me a returning courier code. \n• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level - YES, this was what i did with the earlier one and slowly the battery dropped and had the intial issue. The motor never switch on back. \n\nQr code: AIR130300940B005BA00200 \n\nSN Serial Number - BP334NROB25111010698 (Attached) \n\ncouldn't scan the QR code under the box so attached the picture.\n\nKindly do the needful by either replacing with S12 or refunding at the earliest. Please. Thank you for your understanding and support.\n\nKind regards,\nAsha Madaswamy\n\n \nWarm Regards,\nAsha Madaswamy, \nM: +61- 452607510\nlinkedin.com/in/ashamadaswamy9 (https://www.linkedin.com/in/ashamadaswamy9)\n\nOn Thu, Apr 30, 2026 at 6:01 PM Support wrote:\n\nHi Asha Madaswamy,\n\nThis is an automated system message.\n\nHope your day is going well! We will close this ticket if no further assistance is needed at this time, and you’re always welcome to reach out to us again for any follow-up needs.\n\nIf you still require our support with this issue, simply reply directly to this email and we will continue to follow up for you. For new inquiries, feel free to send us a new email—we’re always here to help!\n\nA copy of the latest update for your reference:\n\nHi Asha Madaswamy, \n \nThank you for bringing this to our attention. We're genuinely sorry to hear about the issue from your pump and truly appreciate you taking the time to work through this with us.\n \nWe would like to confirm whether the poor suction issue occurs on your newly replaced pump.\nAlso, could you please let us know if this problem happens on one single pump or both pumps?\n \nLet's start with some simple troubleshooting steps. If you could film a short video while following these instructions, it would give us valuable insight into what's happening:\n \nStep-by-Step Check:\n• Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.\n• Power On & Select Mode: Turn on the motor and set it to Expression Mode.\n• Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound.\n• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.\n \nComfort & Fit Matters:\n• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment\n• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size\n• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance\n• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level\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 know troubleshooting can be frustrating, and we're committed to finding the right solution for you. Thank you for your patience and partnership in this process.\n \nBest regards,\n \nMomcozy Customer Support\n\nWarm regards,\nThe Momcozy Support Team\n\nThis email is a service from Momcozy. Delivered by Zendesk (https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification)\n\n[GZ66PL-9YL4W]",
    "status": "closed",
    "priority": "normal",
    "product_model": "milk pump::Momcozy::Air 1",
    "created_at": "2026-05-13T05:44:17Z",
    "updated_at": "2026-05-13T05:44:27Z"
  },
  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "yes it is the same address as delivered before  \n13  Thirza Glade, Riverstone  NSW 2765 \n补发订单吸力差，下封邮件确认用户是要S12 pro quick? 确认补发地址",
    "agents_notes": "yes it is the same address as delivered before \n13 Thirza Glade, Riverstone NSW 2765 \n补发订单吸力差，下封邮件确认用户是要S12 pro quick? 确认补发地址",
    "category_field_id": "34154549939865",
    "category_name": "CPI::Weak suction",
    "category_value": "cpi__weak_suction",
    "category_zh": "吸力弱"
  },
  "channel_summary": {
    "local_channel": "Agent",
    "conversation_channels": {
      "system": 1,
      "web": 1
    }
  },
  "messages": [
    {
      "conversation_id": "57871616285721",
      "type": "Comment",
      "created_at": "2026-05-13T05:44:27Z",
      "author_id": "32358742915609",
      "author_name": "RT-SYS-Admin",
      "author_role": "admin",
      "sender_type": "internal",
      "channel": "system",
      "public": false,
      "recording_type": "",
      "text": "This request was closed and auto merged into request #1243068 \"Re: We apologize for bothering you again about your issue\"."
    },
    {
      "conversation_id": "57871615343001",
      "type": "Comment",
      "created_at": "2026-05-13T05:44:17Z",
      "author_id": "55472480999705",
      "author_name": "Asha Madaswamy",
      "author_role": "end-user",
      "sender_type": "customer",
      "channel": "web",
      "public": true,
      "recording_type": "",
      "text": "This is a follow-up to your previous request #1206585 \"Re: Momcozy Re: Fwd: Order ...\" \n \n Warm Regards,\n Asha Madaswamy, M: +61- 452607510 linkedin.com/in/ashamadaswamy9\n \n ---------- Forwarded message ---------\nFrom: Asha Madaswamy \nDate: Sat, 9 May 2026, 12:43 pm\nSubject: Re: We apologize for bothering you again about your issue\nTo: Support \n \n\n Hi Momcozy Customer Support, Thank you for your follow-up. Yes, the poor suction issue is also occurring with the newly replaced pump. I’ve noticed the problem persists, and it is happening despite trying to use the pump as instructed. To be honest, I’m feeling quite frustrated and overwhelmed having to go through this troubleshooting process again, especially on top of an already challenging breastfeeding journey. I was really hoping the replacement would resolve the issue. I will try to provide the video and requested details as soon as I can, but I would really appreciate any way to expedite a resolution, as this has been quite stressful. As requested: Step-by-Step Check: • Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version. - YES • Power On & Select Mode: Turn on the motor and set it to Expression Mode. - YES, done • Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound. \n\n- YES, i clearly can hear the motor sound and see the suction of my nipple through the air 1 pump transparent window. • Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder. \n\n- YES, i do that too. Comfort & Fit Matters: • Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment - \n\n- YES, all done. • Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size - \n\n- YES, its the perfect flange size 24mm, i use the same size with the earlier kit as well and had no issue with the suction it was only the battery defect later slowly the suction also went off and even i use 24 mm with my Avent electric pump as well, the flow is great but i have to struggle by holding it. air is electrical but not wearable. • Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance - it has not even used for a week properly?? and are you saying parts to be replaced every three months?? Oh ma god!! this is annoying and at this point i'm at peak of frustration, please refund i beg you, i will return both kit and you check things yourself pls sen me a returning courier code. • Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level \n\n- YES, this was what i did with the earlier one and slowly the battery dropped and had the intial issue. The motor never switch on back. Qr code: AIR130300940B005BA00200 SN Serial Number - BP334NROB25111010698 (Attached) couldn't scan the QR code under the box so attached the picture. Kindly do the needful by either replacing with S12 or refunding at the earliest. Please. Thank you for your understanding and support. Kind regards,\nAsha Madaswamy Warm Regards,\n Asha Madaswamy, M: +61- 452607510 linkedin.com/in/ashamadaswamy9\n \n \n On Thu, Apr 30, 2026 at 6:01 PM Support wrote:\n \n \n \n\n \n \n \n \n Hi Asha Madaswamy, This is an automated system message. Hope your day is going well! We will close this ticket if no further assistance is needed at this time, and you’re always welcome to reach out to us again for any follow-up needs. If you still require our support with this issue, simply reply directly to this email and we will continue to follow up for you. For new inquiries, feel free to send us a new email—we’re always here to help! A copy of the latest update for your reference: Hi Asha Madaswamy, \n \nThank you for bringing this to our attention. We're genuinely sorry to hear about the issue from your pump and truly appreciate you taking the time to work through this with us.\n \nWe would like to confirm whether the poor suction issue occurs on your newly replaced pump.\nAlso, could you please let us know if this problem happens on one single pump or both pumps?\n \nLet's start with some simple troubleshooting steps. If you could film a short video while following these instructions, it would give us valuable insight into what's happening:\n \nStep-by-Step Check:\n• Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.\n• Power On & Select Mode: Turn on the motor and set it to Expression Mode.\n• Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound.\n• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.\n \nComfort & Fit Matters:\n• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment\n• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size\n• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance\n• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level\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 know troubleshooting can be frustrating, and we're committed to finding the right solution for you. Thank you for your patience and partnership in this process.\n \nBest regards,\n \nMomcozy Customer Support\n Warm regards,\nThe Momcozy Support Team \n \n\n \n This email is a service from Momcozy. Delivered by Zendesk\n \n\n \n[GZ66PL-9YL4W]"
    }
  ]
}

{
  "translated_subject": "转发：对于再次打扰您的问题我们深表歉意",
  "translated_description": "这是对您之前的请求 #1206585 \"回复：Momcozy 回复：转发：订单...\" 的后续跟进\n\n致以诚挚的问候，\nAsha Madaswamy, \n电话：+61- 452607510\nlinkedin.com/in/ashamadaswamy9 (https://www.linkedin.com/in/ashamadaswamy9)\n\n---------- 转发邮件 ---------\n发件人：Asha Madaswamy \n日期：2026年5月9日，星期六 12:43 pm\n主题：回复：对于再次打扰您的问题我们深表歉意\n收件人：Support \n\n您好，Momcozy 客服：\n\n感谢您的跟进。\n\n是的，新更换的吸乳器也出现了吸力弱的问题。我注意到问题依然存在，而且即使我尝试按照说明使用吸乳器，情况也是如此。\n\n说实话，我感到非常沮丧和不知所措，不得不再次经历这个故障排查过程，尤其是在本就充满挑战的母乳喂养旅程中。我真的希望更换后的设备能解决问题。\n\n我会尽快提供视频和要求的详细信息，但如果能有任何方法加快解决进度，我将不胜感激，因为这让我压力很大。\n\n按要求回复如下：\n \n逐步检查：\n• 充电与更新：请确保马达已充满电，且您的 Momcozy app 已更新至最新版本。- 是的\n• 开机并选择模式：打开马达并将其设置为“泌乳模式（Expression Mode）”。- 是的，已完成\n• 检查气流声音：轻轻将手指放在马达的吸力口上，交替堵住和松开，同时听气流声。- 是的，我可以清楚地听到马达的声音，并能通过 Air 1 吸乳器的透明窗口看到对我乳头的吸力。\n• 调整吸力等级：逐渐增加吸力等级并重复气流检查，注意声音是否变大。- 是的，我也这么做了。\n \n舒适度与适配性：\n• 检查密封性：确保所有配件连接牢固，且您的内衣穿着紧贴，以便妥善固定 - 是的，都做好了。\n• 确认法兰尺寸：请在乳头挺立时测量双侧乳头，以确认您使用了正确的法兰或插件尺寸 - 是的，是完美的法兰尺寸 24mm。我之前的套装也使用相同的尺寸，吸力没有问题，最初只是电池缺陷，后来吸力才慢慢减弱。即使我的 Avent 电动吸乳器也使用 24mm，流量很好，但我必须用手扶着。Air 1 是电动的，但不是可穿戴的。\n• 检查配件：寻找任何磨损或损坏 - 我们建议每 3 个月更换一次配件以获得最佳性能 - 还没用到一周呢？？而且你是说配件要每三个月更换一次？？天哪！！这太烦人了，我现在非常沮丧，请退款，我求你了。我会退回这两套设备，请你们自己检查，请给我发一个退货快递码。\n• 找到您的舒适等级：逐渐增加吸力直到略感不适，然后降低一个等级 - 是的，我之前那个就是这么做的，后来电池电量下降并出现了最初的问题。马达再也没有重新开启过。\n\n二维码：AIR130300940B005BA00200 \n\nSN 序列号 - BP334NROB25111010698（已附件） \n\n无法扫描包装盒底部的二维码，因此附上了图片。\n\n请尽快通过更换为 S12 或退款来处理。拜托了。感谢您的理解与支持。\n\n顺颂商祺，\nAsha Madaswamy",
  "translated_agents_notes": "是的，地址与之前寄送的相同 \n13 Thirza Glade, Riverstone NSW 2765 \n补发订单吸力差，下封邮件确认用户是要S12 pro quick? 确认补发地址",
  "translated_category_label": "CPI::吸力弱",
  "translated_messages": [
    {
      "conversation_id": "57871616285721",
      "created_at": "2026-05-13T05:44:27Z",
      "sender_type": "internal",
      "author_name": "RT-SYS-Admin",
      "channel": "system",
      "translated_text": "该请求已关闭，并自动合并到请求 #1243068 \"回复：对于再次打扰您的问题我们深表歉意\"。"
    },
    {
      "conversation_id": "57871615343001",
      "created_at": "2026-05-13T05:44:17Z",
      "sender_type": "customer",
      "author_name": "Asha Madaswamy",
      "channel": "web",
      "translated_text": "这是对您之前的请求 #1206585 \"回复：Momcozy 回复：转发：订单...\" 的后续跟进 \n \n 致以诚挚的问候，\n Asha Madaswamy, 电话：+61- 452607510 linkedin.com/in/ashamadaswamy9\n \n ---------- 转发邮件 ---------\n发件人：Asha Madaswamy \n日期：2026年5月9日，星期六 12:43 pm\n主题：回复：对于再次打扰您的问题我们深表歉意\n收件人：Support \n \n\n 您好，Momcozy 客服：感谢您的跟进。是的，新更换的吸乳器也出现了吸力弱的问题。我注意到问题依然存在，而且即使我尝试按照说明使用吸乳器，情况也是如此。说实话，我感到非常沮丧和不知所措，不得不再次经历这个故障排查过程，尤其是在本就充满挑战的母乳喂养旅程中。我真的希望更换后的设备能解决问题。我会尽快提供视频和要求的详细信息，但如果能有任何方法加快解决进度，我将不胜感激，因为这让我压力很大。按要求回复如下：逐步检查：• 充电与更新：请确保马达已充满电，且您的 Momcozy app 已更新至最新版本。- 是的 • 开机并选择模式：打开马达并将其设置为“泌乳模式”。- 是的，已完成 • 检查气流声音：轻轻将手指放在马达的吸力口上，交替堵住和松开，同时听气流声。\n\n- 是的，我可以清楚地听到马达的声音，并能通过 Air 1 吸乳器的透明窗口看到对我乳头的吸力。 • 调整吸力等级：逐渐增加吸力等级并重复气流检查，注意声音是否变大。\n\n- 是也，我也这么做了。舒适度与适配性：• 检查密封性：确保所有配件连接牢固，且您的内衣穿着紧贴，以便妥善固定 - \n\n- 是的，都做好了。• 确认法兰尺寸：请在乳头挺立时测量双侧乳头，以确认您使用了正确的法兰或插件尺寸 - \n\n- 是的，是完美的法兰尺寸 24mm。我之前的套装也使用相同的尺寸，吸力没有问题，最初只是电池缺陷，后来吸力才慢慢减弱。即使我的 Avent 电动吸乳器也使用 24mm，流量很好，但我必须用手扶着。Air 1 是电动的，但不是可穿戴的。• 检查配件：寻找任何磨损或损坏 - 我们建议每 3 个月更换一次配件以获得最佳性能 - 还没用到一周呢？？而且你是说配件要每三个月更换一次？？天哪！！这太烦人了，我现在非常沮丧，请退款，我求你了。我会退回这两套设备，请你们自己检查，请给我发一个退货快递码。• 找到您的舒适等级：逐渐增加吸力直到略感不适，然后降低一个等级 \n\n- 是的，我之前那个就是这么做的，后来电池电量下降并出现了最初的问题。马达再也没有重新开启过。二维码：AIR130300940B005BA00200 SN 序列号 - BP334NROB25111010698（已附件） 无法扫描包装盒底部的二维码，因此附上了图片。请尽快通过更换为 S12 或退款来处理。拜托了。感谢您的理解与支持。顺颂商祺，\nAsha Madaswamy 致以诚挚的问候，\n Asha Madaswamy, 电话：+61- 452607510 linkedin.com/in/ashamadaswamy9\n \n \n 于 2026年4月30日（周四）下午 6:01，Support 写道：\n \n \n \n\n \n \n \n \n 您好 Asha Madaswamy，这是一条系统自动消息。希望您今天过得愉快！如果目前不需要进一步帮助，我们将关闭此工单。欢迎您随时再次联系我们进行任何后续咨询。如果您仍需要我们就此问题提供支持，请直接回复此电子邮件，我们将继续为您跟进。如有新咨询，请随时发送新邮件——我们随时为您提供帮助！以下是最新更新的副本供您参考：您好 Asha Madaswamy，\n \n感谢您向我们反映此问题。得知您的吸乳器出现问题，我们深表歉意，并衷心感谢您抽出时间配合我们的工作。\n \n我们想确认新更换的吸乳器是否也出现了吸力弱的问题。\n另外，请告知此问题是发生在一个吸乳器上还是两个吸乳器上？\n \n让我们先从一些简单的排查步骤开始。如果您能在按照这些说明操作时拍摄一段短视频，将为我们提供宝贵的线索：\n \n逐步检查：\n• 充电与更新：请确保马达已充满电，且您的 Momcozy app 已更新至最新版本。\n• 开机并选择模式：打开马达并将其设置为“泌乳模式”。\n• 检查气流声音：轻轻将手指放在马达的吸力口上，交替堵住和松开，同时听气流声。\n• 调整吸力等级：逐渐增加吸力等级并重复气流检查，注意声音是否变大。\n \n舒适度与适配性：\n• 检查密封性：确保所有配件连接牢固，且您的内衣穿着紧贴，以便妥善固定\n• 确认法兰尺寸：请在乳头挺立时测量双侧乳头，以确认您使用了正确的法兰或插件尺寸\n• 检查配件：寻找任何磨损或损坏 - 我们建议每 3 个月更换一次配件以获得最佳性能\n• 找到您的舒适等级：逐渐增加吸力直到略感不适，然后降低一个等级\n \n为了更好地分析您遇到的问题，请提供包装盒底部的 UDI（唯一设备识别码）信息。您可以扫描盒子上生产日期和 SN（序列号）旁边的二维码来获取 UDI。如果包装盒已丢弃或盒子上没有 UDI 标签，您也可以扫描设备底部的二维码来获取产品的 SN。\n \n我们知道故障排查可能会令人沮丧，我们致力于为您找到合适的解决方案。感谢您在此过程中的耐心与配合。\n \n顺颂商祺，\n \nMomcozy 客服团队\n 致以诚挚的问候，\nMomcozy 支持团队 \n \n\n \n 本邮件是由 Momcozy 提供的服务。由 Zendesk 送达\n \n\n \n[GZ66PL-9YL4W]"
    }
  ],
  "chinese_reading_text": "标题：转发：对于再次打扰您的问题我们深表歉意\n既有分类：CPI::吸力弱\n产品/渠道：milk pump::Momcozy::Air 1 / Agent\n客服备注：是的，地址与之前寄送的相同 13 Thirza Glade, Riverstone NSW 2765。补发订单吸力差，下封邮件确认用户是要S12 pro quick? 确认补发地址\n描述：这是对之前请求 #1206585 的跟进。用户 Asha Madaswamy 反馈更换后的 Air 1 依然存在吸力弱的问题，并表示极其沮丧。已完成基本排查：已充电更新、模式正确、有气流声但吸力不足、法兰尺寸 24mm 无误。用户要求退款或更换为 S12 型号。\n\n会话记录：\n1. [2026-05-13 系统] 此工单已关闭并合并至 #1243068。\n2. [2026-05-13 客户 Asha] 转发了 5月9日的邮件内容。用户详细回复了客服的排查问卷，确认所有步骤均已尝试（马达有声音但实际吸力差），并对“配件需每3个月更换”的建议表示非常不满。提供了 SN：BP334NROB25111010698 和 QR：AIR130300940B005BA00200。强烈要求退款或换成 S12。",
  "translation_notes": [
    "Expression Mode 翻译为‘泌乳模式’。用户提到的 Air 1 是一款可穿戴吸乳器。",
    "原文中包含较长的邮件引用内容，已完整翻译。"
  ]
}

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  "created": "2026-05-13T05:44:17Z",
  "subject": "Fwd: We apologize for bothering you again about your issue",
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  "ticket": {
    "id": 1253941,
    "subject": "Fwd: We apologize for bothe...",
    "description": "This is a follow-up to your previous request #1206585 \"Re: Momcozy Re: Fwd: Order ...\"\n\nWarm Regards,\nAsha Madaswamy, \nM: +61- 452607510\nlinkedin.com/in/ashamadaswamy9 (https://www.linkedin.com/in/ashamadaswamy9)\n\n---------- Forwarded message ---------\nFrom: Asha Madaswamy <ashamadaswamy.18@gmail.com>\nDate: Sat, 9 May 2026, 12:43 pm\nSubject: Re: We apologize for bothering you again about your issue\nTo: Support <tracking_support@momcozy.com>\n\n\nHi Momcozy Customer Support,\n\nThank you for your follow-up.\n\nYes, the poor suction issue is also occurring with the newly replaced pump. I’ve noticed the problem persists, and it is happening despite trying to use the pump as instructed.\n\nTo be honest, I’m feeling quite frustrated and overwhelmed having to go through this troubleshooting process again, especially on top of an already challenging breastfeeding journey. I was really hoping the replacement would resolve the issue.\n\nI will try to provide the video and requested details as soon as I can, but I would really appreciate any way to expedite a resolution, as this has been quite stressful.\n\nAs requested:\n \nStep-by-Step Check:\n• Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version. - YES\n• Power On & Select Mode: Turn on the motor and set it to Expression Mode.  - YES, done\n• Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound.  - YES, i clearly can hear the motor sound and see the suction of my nipple through the air 1 pump transparent window.\n• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.  - YES, i do that too.\n \nComfort & Fit Matters:\n• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment -  - YES, all done.\n• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size -   - YES, its the perfect flange size 24mm, i use the same size with the earlier kit as well and had no issue with the suction it was only the battery defect later slowly the suction also went off and even i use 24 mm with my Avent electric pump as well, the flow is great but i have to struggle by holding it. air is electrical but not wearable. \n• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance - it has not even used for a week properly?? and are you saying parts to be replaced every three months?? Oh ma god!! this is annoying and at this point i'm at peak of frustration, please refund i beg you, i will return both kit and you check things yourself pls sen me a returning courier code. \n• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level  - YES, this was what i did with the earlier one and slowly the battery dropped and had the intial issue. The motor never switch on back. \n\nQr code: AIR130300940B005BA00200 \n\nSN Serial Number - BP334NROB25111010698 (Attached) \n\ncouldn't scan the QR code under the box so attached the picture.\n\nKindly do the needful by either replacing with S12 or refunding at the earliest. Please. Thank you for your understanding and support.\n\nKind regards,\nAsha Madaswamy\n\n                               \nWarm Regards,\nAsha Madaswamy, \nM: +61- 452607510\nlinkedin.com/in/ashamadaswamy9 (https://www.linkedin.com/in/ashamadaswamy9)\n\n\nOn Thu, Apr 30, 2026 at 6:01 PM Support <tracking_support@momcozy.com> wrote:\n\nHi Asha Madaswamy,\n\nThis is an automated system message.\n\nHope your day is going well! We will close this ticket if no further assistance is needed at this time, and you’re always welcome to reach out to us again for any follow-up needs.\n\nIf you still require our support with this issue, simply reply directly to this email and we will continue to follow up for you. For new inquiries, feel free to send us a new email—we’re always here to help!\n\nA copy of the latest update for your reference:\n\nHi Asha Madaswamy, \n \nThank you for bringing this to our attention. We're genuinely sorry to hear about the issue from your pump and truly appreciate you taking the time to work through this with us.\n \nWe would like to confirm whether the poor suction issue occurs on your newly replaced pump.\nAlso, could you please let us know if this problem happens on one single pump or both pumps?\n \nLet's start with some simple troubleshooting steps. If you could film a short video while following these instructions, it would give us valuable insight into what's happening:\n \nStep-by-Step Check:\n• Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.\n• Power On & Select Mode: Turn on the motor and set it to Expression Mode.\n• Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound.\n• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.\n \nComfort & Fit Matters:\n• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment\n• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size\n• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance\n• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level\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 know troubleshooting can be frustrating, and we're committed to finding the right solution for you. Thank you for your patience and partnership in this process.\n \nBest regards,\n \nMomcozy Customer Support\n\nWarm regards,\nThe Momcozy Support Team\n\n\nThis email is a service from Momcozy. Delivered by Zendesk (https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification)\n\n[GZ66PL-9YL4W]",
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      "body": "This request was closed and auto merged into request #1243068 \"Re: We apologize for bothering you again about your issue\".",
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      "body": "This request was closed and auto merged into request #1243068 \"Re: We apologize for bothering you again about your issue\".",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">This request was closed and auto merged into request <a href=\"/agent/tickets/1243068\" target=\"_blank\" rel=\"ticket\">#1243068</a> \"Re: We apologize for bothering you again about your issue\".</p></div>",
      "plain_body": "This request was closed and auto merged into request #1243068 \"Re: We apologize for bothering you again about your issue\".",
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    {
      "id": 57871615343001,
      "type": "Comment",
      "author_id": 55472480999705,
      "body": "This is a follow-up to your previous request #1206585 \"Re: Momcozy Re: Fwd: Order ...\"\n\n\n\n\n\n\n\nWarm Regards**,**\n\n**Asha Madaswamy,**\n\nM: +61- 452607510\n\nlinkedin.com/in/ashamadaswamy9\n\n\n\n---------- Forwarded message ---------\nFrom: **Asha Madaswamy** <ashamadaswamy.18@gmail.com>\nDate: Sat, 9 May 2026, 12:43 pm\nSubject: Re: We apologize for bothering you again about your issue\nTo: Support <tracking_support@momcozy.com>\n\n\n\n\nHi Momcozy Customer Support,\n\nThank you for your follow-up.\n\nYes, the poor suction issue is also occurring with the newly replaced pump. I’ve noticed the problem persists, and it is happening despite trying to use the pump as instructed.\n\nTo be honest, I’m feeling quite frustrated and overwhelmed having to go through this troubleshooting process again, especially on top of an already challenging breastfeeding journey. I was really hoping the replacement would resolve the issue.\n\nI will try to provide the video and requested details as soon as I can, but I would really appreciate any way to expedite a resolution, as this has been quite stressful.\n\nAs requested:\n\nStep-by-Step Check:\n\n• Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version. - **YES**\n• Power On & Select Mode: Turn on the motor and set it to Expression Mode.  - _**YES, done**_\n_• Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound. _ - _**YES, i clearly can hear the motor sound and see the suction of my nipple through the air 1 pump transparent window.**_\n_• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder. _ - _**YES, i do that too.**_\n_\nComfort & Fit Matters:\n• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment - _ - _**YES, all done.**_\n_• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size -  _ - _**YES, its the perfect flange size 24mm, i use the same size with the earlier kit as well and had no issue with the suction it was only the battery defect later slowly the suction also went off and even i use 24 mm with my Avent electric pump as well, the flow is great but i have to struggle by holding it. air is electrical but not wearable. **_\n_• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance - **it has not even used for a week properly?? and are you saying parts to be replaced every three months?? Oh ma god!! this is annoying and at this point i'm at peak of frustration, please refund i beg you, i will return both kit and you check things yourself pls sen me a returning courier code. **\n• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level _ - _**YES, this was what i did with the earlier one and slowly the battery dropped and had the intial issue. The motor never switch on back. **_\n\n_**Qr code: **_AIR130300940B005BA00200\n\n_**SN Serial Number - BP334NROB25111010698 (Attached) **_\n\n_**couldn't scan the QR code under the box so attached the picture.**_\n\nKindly do the needful by either replacing with S12 or refunding at the earliest. Please. Thank you for your understanding and support.\n\nKind regards,\nAsha Madaswamy\n\n\n\nWarm Regards**,**\n\n**Asha Madaswamy,**\n\nM: +61- 452607510\n\nlinkedin.com/in/ashamadaswamy9\n\n\n\n\n\nOn Thu, Apr 30, 2026 at 6:01 PM Support <tracking_support@momcozy.com> wrote:\n\n> Hi Asha Madaswamy,\n>\n> This is an automated system message.\n>\n> Hope your day is going well! We will close this ticket if no further assistance is needed at this time, and you’re always welcome to reach out to us again for any follow-up needs.\n>\n> If you still require our support with this issue, simply reply directly to this email and we will continue to follow up for you. For new inquiries, feel free to send us a new email—we’re always here to help!\n>\n> A copy of the latest update for your reference:\n>\n> Hi Asha Madaswamy,\n>\n> Thank you for bringing this to our attention. We're genuinely sorry to hear about the issue from your pump and truly appreciate you taking the time to work through this with us.\n>\n> We would like to confirm whether the **poor suction issue** occurs on your newly replaced pump.\n> Also, could you please let us know if this problem happens on **one single pump or both pumps**?\n>\n> Let's start with some simple troubleshooting steps. **If you could film a short video while following these instructions**, it would give us valuable insight into what's happening:\n>\n> Step-by-Step Check:\n> • Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.\n> • Power On & Select Mode: Turn on the motor and set it to Expression Mode.\n> • Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound.\n> • Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.\n>\n> Comfort & Fit Matters:\n> • Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment\n> • Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size\n> • Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance\n> • Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level\n>\n> 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**.\n>\n> We know troubleshooting can be frustrating, and we're committed to finding the right solution for you. Thank you for your patience and partnership in this process.\n>\n> Best regards,\n>\n> Momcozy Customer Support\n>\n> Warm regards,\n> The Momcozy Support Team\n>\n>\n>\n> This email is a service from Momcozy. Delivered by Zendesk\n>\n> [GZ66PL-9YL4W]",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><div>This is a follow-up to your previous request <a href=\"/agent/tickets/1206585\" target=\"_blank\" rel=\"ticket\">#1206585</a> \"Re: Momcozy Re: Fwd: Order ...\"</div><div dir=\"auto\"><div><br></div><div><br></div><div><div dir=\"ltr\"><div>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;</div><div>Warm Regards<b>,<br></b><div><div dir=\"ltr\"><b>Asha Madaswamy,</b>&nbsp;</div></div></div><div>M: +61- 452607510</div><div dir=\"ltr\"><a href=\"https://www.linkedin.com/in/ashamadaswamy9\" style=\"font-size: 14px; vertical-align: var(--artdeco-reset-base-vertical-align-baseline); text-decoration: var(--artdeco-reset-link-text-decoration-none); font-weight: var(--font-weight-bold); border: var(--artdeco-reset-link-border-zero); line-height: 1.42857;  padding: var(--artdeco-reset-base-padding-zero);\" rel=\"noreferrer\">linkedin.com/in/ashamadaswamy9</a><br></div></div></div></div><br><div><div dir=\"ltr\">---------- Forwarded message ---------<br>From: <strong dir=\"auto\">Asha Madaswamy</strong> <span dir=\"auto\">&lt;<a href=\"mailto:ashamadaswamy.18@gmail.com\" rel=\"noreferrer\">ashamadaswamy.18@gmail.com</a>&gt;</span><br>Date: Sat, 9 May 2026, 12:43 pm<br>Subject: Re: We apologize for bothering you again about your issue<br>To: Support &lt;<a href=\"mailto:tracking_support@momcozy.com\" rel=\"noreferrer\">tracking_support@momcozy.com</a>&gt;<br></div><br><br><div><div><div dir=\"ltr\"><div><p dir=\"auto\">Hi Momcozy Customer Support,</p><p dir=\"auto\">Thank you for your follow-up.</p><p dir=\"auto\">Yes, the poor suction issue is also occurring with the newly replaced pump. I’ve noticed the problem persists, and it is happening despite trying to use the pump as instructed.</p><p dir=\"auto\">To be honest, I’m feeling quite frustrated and overwhelmed having to go through this troubleshooting process again, especially on top of an already challenging breastfeeding journey. I was really hoping the replacement would resolve the issue.</p><p dir=\"auto\">I will try to provide the video and requested details as soon as I can, but I would really appreciate any way to expedite a resolution, as this has been quite stressful.</p><p dir=\"auto\"><i></i></p></div></div></div><div dir=\"auto\">As requested:<br style=\"color: rgb(68,68,68);  font-size: 14px;\"><span style=\"color: rgb(68,68,68);  font-size: 14px;\">&nbsp;</span><br style=\"color: rgb(68,68,68);  font-size: 14px;\"><span style=\"color: rgb(68,68,68);  font-size: 14px;\">Step-by-Step Check:</span><br style=\"color: rgb(68,68,68);  font-size: 14px;\"></div><div dir=\"auto\"><span style=\"color: rgb(68,68,68);  font-size: 14px;\">• Charge &amp; Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version. - <b>YES</b></span><br style=\"color: rgb(68,68,68);  font-size: 14px;\"><span style=\"color: rgb(68,68,68);  font-size: 14px;\">• Power On &amp; Select Mode: Turn on the motor and set it to Expression Mode.&nbsp;</span>&nbsp;-&nbsp;<i><span style=\"color: rgb(68,68,68);  font-size: 14px;\"><b>YES, done</b></span></i><i><br style=\"color: rgb(68,68,68);  font-size: 14px;\"><span style=\"color: rgb(68,68,68);  font-size: 14px;\">• Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound.&nbsp;</span></i>\n\n-&nbsp;<i><span style=\"color: rgb(68,68,68);  font-size: 14px;\"><b>YES, i clearly can hear the motor sound and see the suction of my nipple through the air 1 pump transparent window.</b></span></i><i><br style=\"color: rgb(68,68,68);  font-size: 14px;\"><span style=\"color: rgb(68,68,68);  font-size: 14px;\">• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.&nbsp;</span></i>\n\n-&nbsp;<i><span style=\"color: rgb(68,68,68);  font-size: 14px;\"><b>YES, i do that too.</b></span></i><i><br style=\"color: rgb(68,68,68);  font-size: 14px;\"><span style=\"color: rgb(68,68,68);  font-size: 14px;\">&nbsp;</span><br style=\"color: rgb(68,68,68);  font-size: 14px;\"><span style=\"color: rgb(68,68,68);  font-size: 14px;\">Comfort &amp; Fit Matters:</span><br style=\"color: rgb(68,68,68);  font-size: 14px;\"><span style=\"color: rgb(68,68,68);  font-size: 14px;\">• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment -&nbsp;</span></i>\n\n-&nbsp;<i><span style=\"color: rgb(68,68,68);  font-size: 14px;\"><b>YES, all done.</b></span></i><i><br style=\"color: rgb(68,68,68);  font-size: 14px;\"><span style=\"color: rgb(68,68,68);  font-size: 14px;\">• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size -&nbsp;&nbsp;</span></i>\n\n-&nbsp;<i><span style=\"color: rgb(68,68,68);  font-size: 14px;\"><b>YES, its the perfect flange size 24mm, i use the same size with the earlier kit as well and had no issue with the suction it was only the battery defect later slowly the suction also went off and even i use 24 mm with my&nbsp;Avent electric pump as well, the flow is great but i have to struggle by holding it. air is electrical but not wearable.&nbsp;</b></span></i><i><br style=\"color: rgb(68,68,68);  font-size: 14px;\"><span style=\"color: rgb(68,68,68);  font-size: 14px;\">• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance - <b>it has not even used for a week properly?? and are you saying parts to be replaced every three months?? Oh ma god!! this is annoying and at this point i'm at peak of frustration, please refund i beg you, i will return both kit and you check things yourself pls sen me a returning courier code.&nbsp;</b></span><br style=\"color: rgb(68,68,68);  font-size: 14px;\"><span style=\"color: rgb(68,68,68);  font-size: 14px;\">• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level&nbsp;</span></i>\n\n-&nbsp;<i><span style=\"color: rgb(68,68,68);  font-size: 14px;\"><b>YES, this was what i did with the earlier one and slowly the battery dropped and had the intial issue. The motor never switch on back.&nbsp;</b></span></i><p dir=\"auto\"></p><p dir=\"auto\"><i><span style=\"color: rgb(68,68,68);  font-size: 14px;\"><b>Qr code:&nbsp;</b></span></i><span style=\"font-size: inherit; font-weight: bold; color: rgb(84,84,84); \">AIR130300940B005BA00200&nbsp;</span></p><p dir=\"auto\"><i><span style=\" font-size: 14px;\"><b>SN Serial Number - BP334NROB25111010698 (Attached)&nbsp;</b></span></i></p><p dir=\"auto\"><i><span style=\" font-size: 14px;\"><b>couldn't scan the QR code under the box so attached the picture.</b></span></i></p><p dir=\"auto\"><span style=\"color: rgb(68,68,68);  font-size: 14px;\">Kindly do the needful by either replacing with S12 or refunding&nbsp;at the earliest. Please.&nbsp;</span>Thank you for your understanding and support.</p><p dir=\"auto\">Kind regards,<br>Asha Madaswamy</p></div><div></div></div><div><div><div dir=\"ltr\"><div><div dir=\"ltr\"><div dir=\"ltr\"><div>&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;</div><div>Warm Regards<b>,<br></b><div><div dir=\"ltr\"><b>Asha Madaswamy,</b>&nbsp;</div></div></div><div>M: +61- 452607510</div><div dir=\"ltr\"><a href=\"https://www.linkedin.com/in/ashamadaswamy9\" style=\"font-size: 14px; vertical-align: var(--artdeco-reset-base-vertical-align-baseline); text-decoration: var(--artdeco-reset-link-text-decoration-none); font-weight: var(--font-weight-bold); border: var(--artdeco-reset-link-border-zero); line-height: 1.42857;  padding: var(--artdeco-reset-base-padding-zero);\" rel=\"noreferrer\">linkedin.com/in/ashamadaswamy9</a><br></div></div></div></div><br></div><br><div><div dir=\"ltr\">On Thu, Apr 30, 2026 at 6:01 PM Support &lt;<a href=\"mailto:tracking_support@momcozy.com\" rel=\"noreferrer\">tracking_support@momcozy.com</a>&gt; wrote:<br></div><blockquote style=\"border-left-width: 1px; border-left-color: rgb(204,204,204); border-left-style: solid; padding-left: 1ex; margin: 0px 0px 0px 0.8ex;\"><div><u></u>\n  \n  \n\n          \n        \n<div style=\"width: 100%; margin: 0px; padding: 0px;\">\n  <div style=\" font-size: 14px; line-height: 1.5; color: rgb(68,68,68);\">\n    <p dir=\"auto\">Hi Asha Madaswamy,</p><p dir=\"auto\">This is an automated system message.</p><p dir=\"auto\">Hope your day is going well! We will close this ticket if no further assistance is needed at this time, and you’re always welcome to reach out to us again for any follow-up needs.</p><p dir=\"auto\">If you still require our support with this issue, simply reply directly to this email and we will continue to follow up for you. For new inquiries, feel free to send us a new email—we’re always here to help!</p><p dir=\"auto\">A copy of the latest update for your reference:</p><div dir=\"auto\">Hi Asha Madaswamy,&nbsp;<br>&nbsp;<br>Thank you for bringing this to our attention. We're genuinely sorry to hear about the issue from your pump and truly appreciate you taking the time to work through this with us.<br>&nbsp;<br>We would like to confirm whether the <strong>poor suction issue</strong> occurs on your newly replaced pump.<br>Also, could you please let us know if this problem happens on <strong>one single pump or both pumps</strong>?<br>&nbsp;<br>Let's start with some simple troubleshooting steps.<strong> If you could film a short video while following these instructions</strong>, it would give us valuable insight into what's happening:<br>&nbsp;<br>Step-by-Step Check:<br>• Charge &amp; Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.<br>• Power On &amp; Select Mode: Turn on the motor and set it to Expression Mode.<br>• Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound.<br>• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.<br>&nbsp;<br>Comfort &amp; Fit Matters:<br>• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment<br>• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size<br>• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance<br>• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level<br>&nbsp;<br>To better analyze the issue you're experiencing, please provide<strong> the UDI </strong>(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 <strong>SN</strong>.<br>&nbsp;<br>We know troubleshooting can be frustrating, and we're committed to finding the right solution for you. Thank you for your patience and partnership in this process.<br>&nbsp;<br>Best regards,<br>&nbsp;<br>Momcozy Customer Support<br></div><p dir=\"auto\"></p><p dir=\"auto\">Warm regards,<br>The Momcozy Support Team</p>\n  </div><br>\n  <div style=\" font-size: 12px; line-height: 1.5; color: rgb(73,84,92); padding-top: 10px; margin: 10px 0px 14px;\">\n    This email is a service from Momcozy. Delivered by <a href=\"https://www.zendesk.com/support/?utm_campaign=text&amp;utm_content=Rootglobal&amp;utm_medium=poweredbyzendesk&amp;utm_source=email-notification\" style=\"color: black;\" rel=\"noreferrer\">Zendesk</a>\n  </div><br>\n  \n<span style=\"color: rgb(255,255,255);\">[GZ66PL-9YL4W]</span>\n\n<div style=\"display: none;\">  <div>          </div></div></div></div></blockquote></div>\n</div>\n</div>\n</div></div>",
      "plain_body": "This is a follow-up to your previous request #1206585 \"Re: Momcozy Re: Fwd: Order ...\"   \n  \n    &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;  Warm Regards,\n  Asha Madaswamy,&nbsp;    M: +61- 452607510  linkedin.com/in/ashamadaswamy9\n    \n  ---------- Forwarded message ---------\nFrom: Asha Madaswamy &lt;ashamadaswamy.18@gmail.com&gt;\nDate: Sat, 9 May 2026, 12:43 pm\nSubject: Re: We apologize for bothering you again about your issue\nTo: Support &lt;tracking_support@momcozy.com&gt;\n \n\n     Hi Momcozy Customer Support,  Thank you for your follow-up.  Yes, the poor suction issue is also occurring with the newly replaced pump. I’ve noticed the problem persists, and it is happening despite trying to use the pump as instructed.  To be honest, I’m feeling quite frustrated and overwhelmed having to go through this troubleshooting process again, especially on top of an already challenging breastfeeding journey. I was really hoping the replacement would resolve the issue.  I will try to provide the video and requested details as soon as I can, but I would really appreciate any way to expedite a resolution, as this has been quite stressful.       As requested: &nbsp; Step-by-Step Check:   • Charge &amp; Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version. - YES • Power On &amp; Select Mode: Turn on the motor and set it to Expression Mode.&nbsp;&nbsp;-&nbsp;YES, done • Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound.&nbsp;\n\n-&nbsp;YES, i clearly can hear the motor sound and see the suction of my nipple through the air 1 pump transparent window. • Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.&nbsp;\n\n-&nbsp;YES, i do that too. &nbsp; Comfort &amp; Fit Matters: • Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment -&nbsp;\n\n-&nbsp;YES, all done. • Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size -&nbsp;&nbsp;\n\n-&nbsp;YES, its the perfect flange size 24mm, i use the same size with the earlier kit as well and had no issue with the suction it was only the battery defect later slowly the suction also went off and even i use 24 mm with my&nbsp;Avent electric pump as well, the flow is great but i have to struggle by holding it. air is electrical but not wearable.&nbsp; • Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance - it has not even used for a week properly?? and are you saying parts to be replaced every three months?? Oh ma god!! this is annoying and at this point i'm at peak of frustration, please refund i beg you, i will return both kit and you check things yourself pls sen me a returning courier code.&nbsp; • Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level&nbsp;\n\n-&nbsp;YES, this was what i did with the earlier one and slowly the battery dropped and had the intial issue. The motor never switch on back.&nbsp;  Qr code:&nbsp;AIR130300940B005BA00200&nbsp;  SN Serial Number - BP334NROB25111010698 (Attached)&nbsp;  couldn't scan the QR code under the box so attached the picture.  Kindly do the needful by either replacing with S12 or refunding&nbsp;at the earliest. Please.&nbsp;Thank you for your understanding and support.  Kind regards,\nAsha Madaswamy           &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;  Warm Regards,\n  Asha Madaswamy,&nbsp;    M: +61- 452607510  linkedin.com/in/ashamadaswamy9\n    \n \n  On Thu, Apr 30, 2026 at 6:01 PM Support &lt;tracking_support@momcozy.com&gt; wrote:\n   \n  \n  \n\n          \n        \n \n   \n     Hi Asha Madaswamy,  This is an automated system message.  Hope your day is going well! We will close this ticket if no further assistance is needed at this time, and you’re always welcome to reach out to us again for any follow-up needs.  If you still require our support with this issue, simply reply directly to this email and we will continue to follow up for you. For new inquiries, feel free to send us a new email—we’re always here to help!  A copy of the latest update for your reference:  Hi Asha Madaswamy,&nbsp;\n&nbsp;\nThank you for bringing this to our attention. We're genuinely sorry to hear about the issue from your pump and truly appreciate you taking the time to work through this with us.\n&nbsp;\nWe would like to confirm whether the poor suction issue occurs on your newly replaced pump.\nAlso, could you please let us know if this problem happens on one single pump or both pumps?\n&nbsp;\nLet's start with some simple troubleshooting steps. If you could film a short video while following these instructions, it would give us valuable insight into what's happening:\n&nbsp;\nStep-by-Step Check:\n• Charge &amp; Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.\n• Power On &amp; Select Mode: Turn on the motor and set it to Expression Mode.\n• Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound.\n• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.\n&nbsp;\nComfort &amp; Fit Matters:\n• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment\n• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size\n• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance\n• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level\n&nbsp;\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&nbsp;\nWe know troubleshooting can be frustrating, and we're committed to finding the right solution for you. Thank you for your patience and partnership in this process.\n&nbsp;\nBest regards,\n&nbsp;\nMomcozy Customer Support\n   Warm regards,\nThe Momcozy Support Team \n   \n\n   \n    This email is a service from Momcozy. Delivered by Zendesk\n   \n\n  \n[GZ66PL-9YL4W]",
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