与 Rosie 的对话

Conversation with Rosie
Ticket 1254921 pending normal 2026-05-13T12:34:11Z Zendesk
客服备注 / Agents notes 34029476051481
air 1| aren’t drawing the nipple into the pump at all
air 1| 完全没有把乳头吸入吸乳器中
Zendesk 既有问题分类 34154549939865
CPI::No suction issue
value: cpi__no_suction_issue
CPI::无吸力问题
销售渠道 / 来源渠道 32685292044825
AMZ
value: amz
产品型号 / 产品线 33749938239513
milk pump::Momcozy::Air 1
value: milk_pump__momcozy__air_1

核心信息

产品字段
milk pump::Momcozy::Air 1
会话渠道
{"chat_transcript": 7, "native_messaging": 6}
本地 channel
Agent
更新时间
2026-05-13T13:21:31Z
Requester
空
模型
gemini-3-flash-preview

中文整合阅读文本

标题：与 Rosie 的对话
既有分类：CPI::无吸力问题
产品型号：milk pump::Momcozy::Air 1
渠道：Agent (Native Messaging/Chat Transcript)
客服备注：air 1| 完全没有把乳头吸入吸乳器中
描述：与 Web 用户 6a046f82514fd306b1c25cc1 的对话

--- 会话历史 (按时间顺序) ---
[2026-05-13 12:34:11] [internal] 与 Web 用户 6a046f82514fd306b1c25cc1 的对话
[2026-05-13 12:47:11] [system] (20:33:07) Momcozy: 欢迎并询问支持类型。 (20:33:32) Rosie: Air 1s 不工作，无法吸入乳头。 (20:34:03) Rosie 提供姓名和邮箱。 (20:34:10) Bot 提示转接并要求准备订单号、UDI 和故障视频。 (20:34:36) 客服 Dian 要求订单号验证保修。 (20:37:09) Rosie 上传订单截图 IMG_8111.png。 (20:39:48) 客服确认是否为无吸力。 (20:44:02) 客服询问是否在线。
[2026-05-13 13:08:08] [system] (20:51:10) Rosie: 确认是吸力问题。 (20:52:26) 客服 Dian 提供更换方案（同款或同价位），并要求提供电机底部照片（含 SN/型号）和 UDI。提供排查步骤（充电、更新 App、检查气流声、调节吸力、法兰尺寸测量）。 (20:58:07) Rosie: 要求更换 V1。 (20:59:51) 客服要求针对 V1 更换提供电机照片和视频。 (21:07:21) 客服再次询问是否在线。
[2026-05-13 13:21:19] [system] (21:11:18) 客服 Dian: 因长时间未回复，系统将关闭聊天，并告知人工在线时间和后续联系方式。

描述与翻译

中文描述

与 Web 用户 6a046f82514fd306b1c25cc1 的对话

英文/原始描述

Conversation with Web User 6a046f82514fd306b1c25cc1

Conversation 中文翻译

#1 unknown 2026-05-13T13:21:31Z native_messaging ReEngagementSent
无中文翻译文本
英文原文 / 原始消息 

              

            

            

            

              

                #2 system
                2026-05-13T13:21:19Z
                chat_transcript
                Comment
                
              

              
(21:11:18) Momcozy Dian: 由于我们没有收到您的回复，我们现在将关闭此聊天。💛

如果您仍需要帮助或有任何其他问题，请随时再次联系我们——我们将非常乐意为您提供协助！

💻 实时聊天：周一至周五：美东时间上午 7 点至下午 5 点，晚上 8 点至凌晨 4 点；周六至周日：美东时间上午 7 点至下午 5 点

感谢您联系 Momcozy，祝您度过愉快的一天！

***请注意：您的工单可能会被系统自动关闭，但请不要担心。工单关闭并不意味着您的问题已经解决。如果您有任何问题或疑虑，请随时联系我们。

              

                英文原文 / 原始消息
                
(21:11:18) Momcozy Dian: Since we haven’t received a response from you, we’ll go ahead and close this chat for now. 💛

 

If you still need help or have any other questions, please don’t hesitate to reach us out again — we’ll be more than happy to assist!

💻 Live Chat: Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST

 

Thank you for connecting with Momcozy, and we wish you a wonderful day ahead!

 

***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.

              

            

            

            

              

                #3 system
                2026-05-13T13:21:19Z
                chat_transcript
                ChatEndedEvent
                
              

              
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                #4 system
                2026-05-13T13:11:19Z
                native_messaging
                ChatStartedEvent
                
              

              
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                #5 system
                2026-05-13T13:08:08Z
                chat_transcript
                Comment
                
              

              
(20:51:10) Rosie: 没有吸力 (No auction) 

(20:51:13) Rosie: 吸力 (Suction)

(20:52:26) Momcozy Dian: 对于我们的产品给您带来的任何不便，我们深表歉意。 

关于您遇到的问题，我们为您提供以下几种方案：

1. 更换同款产品

2. 更换价格相近的产品（不高于已支付的价格）

对于方案 2，您可以直接在 Amazon 或我们的官方网站上搜索我们的品牌名称找到产品，并向我们发送您想要的新产品的链接。 

同时，为了更好地分析您遇到的问题，请提供以下信息：

 * 电机底部的清晰照片，以便我们验证 SN 和型号 

 • 如果只有一个电机故障，请提供故障电机的照片 

 • 如果两个电机都有故障，请提供两个电机的照片

 * 包装盒底部的 UDI (唯一设备标识符) 信息 

针对吸力弱/无吸力：

让我们先从一些简单的排除故障步骤开始。如果您能在按照这些指示操作时拍摄一段短视频，将为我们提供有关情况的宝贵参考：

逐步检查：

 • 充电与更新：请确保电机已充满电，且您的 Momcozy App 已更新至最新版本。

 • 开机并选择模式：打开电机并将其设置为 Expression Mode（吸乳模式）。

 • 检查气流声：用手指轻轻按住电机的吸力口，交替堵住和释放，同时听气流声。

 • 调节吸力级别：逐渐增加吸力级别并重复气流检查，注意声音是否变大。

舒适度与贴合度事项：

 • 检查密封：确保所有配件连接牢固，且您的文胸提供紧密贴合以便正确连接

 • 验证法兰尺寸：请在乳头勃起时测量两边乳头，以确认您使用的是正确的法兰或插入件尺寸

 • 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

 • 寻找舒适度：逐渐增加吸力直到感到轻微不适，然后降低一个级别

(20:58:07) Rosie: 请给我更换一个 V1

(20:59:51) Momcozy Dian: 为了继续进行更换 (V1)，请提供以下信息，以便我们的团队验证问题并继续后续步骤：

 * 显示序列号 (SN) 和型号的电机底部清晰照片

 * 如果只有一个电机故障，请提供故障电机的照片

 * 如果两个电机都有故障，请提供两个电机的照片 

 * 包装盒底部的 UDI (唯一设备标识符) 信息

此外，如果可能的话，请在按照上述说明操作时拍摄一段短视频。这将为我们提供有关您所遇问题的宝贵参考。

收到所需信息后，我们将进行相应处理。

(21:07:21) Momcozy Dian: 您好！只是确认一下——我们还在连接中吗？

              

                英文原文 / 原始消息
                
(20:51:10) Rosie: No auction 

(20:51:13) Rosie: Suction

(20:52:26) Momcozy Dian: We regret any inconvenience that may have been caused by our products. 

 

Regarding the issue experiencing, we have a couple of options available for you:

1. A replacement for the same product

2. A replacement within a similar price range (not higher than the price paid)

 

For the 2. opt., you can easily locate the product on Amazon or our official website by searching for our brand name and send us the link of the new product you want. 

 

In the meantime, to better analyze the issue you’re experiencing, could you please provide the following: 

 * A clear photo of the bottom of the motor so we can verify the SN and model number 

 • If only one motor is faulty, please provide one photo of the affected motor 

 • If both motors are faulty, kindly provide photos of both

 * The UDI (Unique Device Identifier) information located on the bottom of the box 

 

For Weak Suction/No Suction 

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: 

 Step-by-Step Check: 

 • Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version. 

 • Power On & Select Mode: Turn on the motor and set it to Expression Mode. 

 • Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound. 

 • Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder. 

 Comfort & Fit Matters: 

 • Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment 

 • Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size 

 • Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance 

 • Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level

(20:58:07) Rosie: A replacement with a v1 please

(20:59:51) Momcozy Dian: To proceed with the replacement (V1), kindly provide the following information so our team can verify the issue and continue with the next steps: 

 * A clear photo of the bottom of the motor showing the serial number (SN) and model number

 * If only one motor is faulty, please provide one photo of the affected motor

 * If both motors are faulty, kindly provide photos of both motors 

 * The UDI (Unique Device Identifier) information located on the bottom of the box

 

 

 Additionally, if possible, please film a short video while following the instructions above. This will give us valuable insight into the issue you are experiencing.

 

Once we receive the requested information, we will proceed accordingly.

(21:07:21) Momcozy Dian: Hi there! Just checking in — are we still connected?

              

            

            

            

              

                #6 system
                2026-05-13T13:08:08Z
                chat_transcript
                ChatEndedEvent
                
              

              
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                #7 system
                2026-05-13T12:51:11Z
                native_messaging
                ChatStartedEvent
                
              

              
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                #8 system
                2026-05-13T12:51:10Z
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                ChatEndedEvent
                
              

              
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                #9 system
                2026-05-13T12:51:01Z
                native_messaging
                ChatStartedEvent
                
              

              
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                #10 system
                2026-05-13T12:47:11Z
                chat_transcript
                Comment
                
              

              
(20:33:07) Momcozy: 您好，欢迎来到 Momcozy。请选择您需要的支持类型。

IBCLC（泌乳咨询和母婴保健）、婴儿监视器 (BM03/BM04) 固件更新、产品和活动咨询、订单状态和物流问题、售后服务、其他咨询

(20:33:32) Web User 6a046f82514fd306b1c25cc1: 你好，我有 Air 1s，它们不工作了。它们完全没有把乳头吸入吸乳器中

(20:33:45) Momcozy: 能否请您告诉我您的姓名和电子邮件地址？

(20:34:03) Web User 6a046f82514fd306b1c25cc1: 姓名: Rosie

电子邮件: rosieanne_@hotmail.com

(20:34:10) Momcozy: 正在转接人工客服，请稍候... 

同时，请准备以下信息，这将帮助我们快速定位并解决您的问题。（如果您已经提供，请忽略）：

1. 请提供您的订单号和购买平台。

2. 请提供产品包装盒底部的唯一设备标识符 (UDI)。您可以扫描包装盒上生产日期和序列号 (SN) 旁的二维码来获取 UDI。如果包装盒已丢弃或没有 UDI 标签，您也可以扫描设备底部的二维码来获取产品序列号 (SN)。

3. 请提供清晰的照片或短视频来展示问题。

(20:34:36) Momcozy Dian: 您好，

感谢您向我们反映此问题，对于给您带来的不便，我们深表歉意。

您能否提供订单号或订单确认截图？我们需要此信息来验证原始购买详情并确认保修状态。一旦我们获得订单号，我们将能够进行适当的后续服务。

如果物品是作为礼物收到的，我们恳请您联系原始购买者以获取订单号。非常感谢您的配合。

(20:37:09) Rosie 上传了: IMG_8111.png

URL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRGNEJRXWAKF9C5ASQSYBPK5/IMG_8111.png

类型: image/png

大小: 492175

(20:39:48) Momcozy Dian: 感谢您发送订单号。

确认一下，当您提到吸乳器完全没有将乳头吸入时，是指设备没有吸力吗？

我们期待您的说明，以便进一步协助您。

(20:44:02) Momcozy Dian: 只是确认一下——我们还在连接中吗？

              

                英文原文 / 原始消息
                
(20:33:07) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. 

 IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES

(20:33:32) Web User 6a046f82514fd306b1c25cc1: Hi, I have the air 1s and they’re not working. They aren’t drawing the nipple into the pump at all

(20:33:45) Momcozy: Could you please let me know your name and email address?

(20:34:03) Web User 6a046f82514fd306b1c25cc1: name: Rosie

email: rosieanne_@hotmail.com

(20:34:10) Momcozy: Transferring to a human agent, please wait... 

 Meanwhile, please prepare the following information, which will help us quickly locate and address your issue. (If you have already provided it, please ignore.): 

 1. Please provide your order number and the purchasing platform. 

 2. Please provide the unique device identifier (UDI) at the bottom of the product packaging box. You can scan the QR code next to the production date and serial number (SN) on the packaging box to obtain the UDI. If the packaging box has been discarded or there is no UDI label, you can also scan the QR code at the bottom of the device to obtain the product serial number (SN). 

 3. Please provide clear photos or short videos to demonstrate the problem.

(20:34:36) Momcozy Dian: Hello,

 

Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience this has caused.

 

Would you kindly provide us with the order number or screenshot of the order confirmation? We need this to verify the original purchase details and confirm the warranty status. Once we have the order number, we’ll be able to proceed with the appropriate follow-up service.

 

If the item was received as a gift, we kindly ask that you contact the original purchaser to obtain the order number. We truly appreciate your help with this.

(20:37:09) Rosie uploaded: IMG_8111.png

URL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRGNEJRXWAKF9C5ASQSYBPK5/IMG_8111.png

Type: image/png

Size: 492175

(20:39:48) Momcozy Dian: Thank you for sending the order number.

 

Just to confirm, when you mentioned that the pump is not drawing the nipple into the pump at all, do you mean that there is no suction from the device?

 

We look forward to your clarification so we can further assist you.

(20:44:02) Momcozy Dian: Just checking in — are we still connected?

              

            

            

            

              

                #11 system
                2026-05-13T12:47:11Z
                chat_transcript
                ChatEndedEvent
                
              

              
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                #12 internal
                2026-05-13T12:34:11Z
                native_messaging
                Comment
                Web User 6a046f82514fd306b1c25cc1
              

              
与 Web 用户 6a046f82514fd306b1c25cc1 的对话

              

                英文原文 / 原始消息
                
Conversation with Web User 6a046f82514fd306b1c25cc1

              

            

            

            

              

                #13 system
                2026-05-13T12:34:11Z
                native_messaging
                ChatStartedEvent
                
              

              
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全部自定义字段

          

            
field_id显示名 / 选项名value

            
32685292044825AMZamz


33749938239513milk pump::Momcozy::Air 1milk_pump__momcozy__air_1


34029476051481air 1| aren’t drawing the nipple into the pump at all


34154549939865CPI::No suction issuecpi__no_suction_issue

          

        


        

          
更多原始信息

          

            提取后的分类输入 JSON
            
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      "text": "(21:11:18) Momcozy Dian: Since we haven’t received a response from you, we’ll go ahead and close this chat for now. 💛\n\n \n\nIf you still need help or have any other questions, please don’t hesitate to reach us out again — we’ll be more than happy to assist!\n\n💻 Live Chat: Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST\n\n \n\nThank you for connecting with Momcozy, and we wish you a wonderful day ahead!\n\n \n\n***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime."
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      "text": "(20:51:10) Rosie: No auction \n\n(20:51:13) Rosie: Suction\n\n(20:52:26) Momcozy Dian: We regret any inconvenience that may have been caused by our products. \n\n \n\nRegarding the issue experiencing, we have a couple of options available for you:\n\n1. A replacement for the same product\n\n2. A replacement within a similar price range (not higher than the price paid)\n\n \n\nFor the 2. opt., you can easily locate the product on Amazon or our official website by searching for our brand name and send us the link of the new product you want. \n\n \n\nIn the meantime, to better analyze the issue you’re experiencing, could you please provide the following: \n\n * A clear photo of the bottom of the motor so we can verify the SN and model number \n\n • If only one motor is faulty, please provide one photo of the affected motor \n\n • If both motors are faulty, kindly provide photos of both\n\n * The UDI (Unique Device Identifier) information located on the bottom of the box \n\n \n\nFor Weak Suction/No Suction \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\n Step-by-Step Check: \n\n • Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version. \n\n • Power On & Select Mode: Turn on the motor and set it to Expression Mode. \n\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\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\n • Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment \n\n • Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size \n\n • Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance \n\n • Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level\n\n(20:58:07) Rosie: A replacement with a v1 please\n\n(20:59:51) Momcozy Dian: To proceed with the replacement (V1), kindly provide the following information so our team can verify the issue and continue with the next steps: \n\n * A clear photo of the bottom of the motor showing the serial number (SN) and model number\n\n * If only one motor is faulty, please provide one photo of the affected motor\n\n * If both motors are faulty, kindly provide photos of both motors \n\n * The UDI (Unique Device Identifier) information located on the bottom of the box\n\n \n\n \n\n Additionally, if possible, please film a short video while following the instructions above. This will give us valuable insight into the issue you are experiencing.\n\n \n\nOnce we receive the requested information, we will proceed accordingly.\n\n(21:07:21) Momcozy Dian: Hi there! Just checking in — are we still connected?"
    },
    {
      "conversation_id": "57886038238745",
      "type": "ChatEndedEvent",
      "created_at": "2026-05-13T13:08:08Z",
      "author_id": "",
      "author_name": "",
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      "sender_type": "system",
      "channel": "chat_transcript",
      "public": null,
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    },
    {
      "conversation_id": "57885613032089",
      "type": "ChatStartedEvent",
      "created_at": "2026-05-13T12:51:11Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
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    },
    {
      "conversation_id": "57885613023897",
      "type": "ChatEndedEvent",
      "created_at": "2026-05-13T12:51:10Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
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    },
    {
      "conversation_id": "57885633244057",
      "type": "ChatStartedEvent",
      "created_at": "2026-05-13T12:51:01Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "native_messaging",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57885535948441",
      "type": "Comment",
      "created_at": "2026-05-13T12:47:11Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
      "channel": "chat_transcript",
      "public": true,
      "recording_type": "",
      "text": "(20:33:07) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. \n\n IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n\n(20:33:32) Web User 6a046f82514fd306b1c25cc1: Hi, I have the air 1s and they’re not working. They aren’t drawing the nipple into the pump at all\n\n(20:33:45) Momcozy: Could you please let me know your name and email address?\n\n(20:34:03) Web User 6a046f82514fd306b1c25cc1: name: Rosie\n\nemail: rosieanne_@hotmail.com\n\n(20:34:10) Momcozy: Transferring to a human agent, please wait... \n\n Meanwhile, please prepare the following information, which will help us quickly locate and address your issue. (If you have already provided it, please ignore.): \n\n 1. Please provide your order number and the purchasing platform. \n\n 2. Please provide the unique device identifier (UDI) at the bottom of the product packaging box. You can scan the QR code next to the production date and serial number (SN) on the packaging box to obtain the UDI. If the packaging box has been discarded or there is no UDI label, you can also scan the QR code at the bottom of the device to obtain the product serial number (SN). \n\n 3. Please provide clear photos or short videos to demonstrate the problem.\n\n(20:34:36) Momcozy Dian: Hello,\n\n \n\nThank you for bringing this to our attention, and we sincerely apologize for the inconvenience this has caused.\n\n \n\nWould you kindly provide us with the order number or screenshot of the order confirmation? We need this to verify the original purchase details and confirm the warranty status. Once we have the order number, we’ll be able to proceed with the appropriate follow-up service.\n\n \n\nIf the item was received as a gift, we kindly ask that you contact the original purchaser to obtain the order number. We truly appreciate your help with this.\n\n(20:37:09) Rosie uploaded: IMG_8111.png\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRGNEJRXWAKF9C5ASQSYBPK5/IMG_8111.png\n\nType: image/png\n\nSize: 492175\n\n(20:39:48) Momcozy Dian: Thank you for sending the order number.\n\n \n\nJust to confirm, when you mentioned that the pump is not drawing the nipple into the pump at all, do you mean that there is no suction from the device?\n\n \n\nWe look forward to your clarification so we can further assist you.\n\n(20:44:02) Momcozy Dian: Just checking in — are we still connected?"
    },
    {
      "conversation_id": "57885535948313",
      "type": "ChatEndedEvent",
      "created_at": "2026-05-13T12:47:11Z",
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      "sender_type": "system",
      "channel": "chat_transcript",
      "public": null,
      "recording_type": "",
      "text": ""
    },
    {
      "conversation_id": "57885233367065",
      "type": "Comment",
      "created_at": "2026-05-13T12:34:11Z",
      "author_id": "57885249800345",
      "author_name": "Web User 6a046f82514fd306b1c25cc1",
      "author_role": "end-user",
      "sender_type": "internal",
      "channel": "native_messaging",
      "public": false,
      "recording_type": "",
      "text": "Conversation with Web User 6a046f82514fd306b1c25cc1"
    },
    {
      "conversation_id": "57885233366937",
      "type": "ChatStartedEvent",
      "created_at": "2026-05-13T12:34:11Z",
      "author_id": "",
      "author_name": "",
      "author_role": "",
      "sender_type": "system",
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      "recording_type": "",
      "text": ""
    }
  ]
}

          

          

            翻译 JSON
            
{
  "translated_subject": "与 Rosie 的对话",
  "translated_description": "与 Web 用户 6a046f82514fd306b1c25cc1 的对话",
  "translated_agents_notes": "air 1| 完全没有把乳头吸入吸乳器中",
  "translated_category_label": "CPI::无吸力问题",
  "translated_messages": [
    {
      "conversation_id": "57886338229017",
      "created_at": "2026-05-13T13:21:31Z",
      "sender_type": "unknown",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    },
    {
      "conversation_id": "57886335603353",
      "created_at": "2026-05-13T13:21:19Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": "(21:11:18) Momcozy Dian: 由于我们没有收到您的回复，我们现在将关闭此聊天。💛\n\n如果您仍需要帮助或有任何其他问题，请随时再次联系我们——我们将非常乐意为您提供协助！\n\n💻 实时聊天：周一至周五：美东时间上午 7 点至下午 5 点，晚上 8 点至凌晨 4 点；周六至周日：美东时间上午 7 点至下午 5 点\n\n感谢您联系 Momcozy，祝您度过愉快的一天！\n\n***请注意：您的工单可能会被系统自动关闭，但请不要担心。工单关闭并不意味着您的问题已经解决。如果您有任何问题或疑虑，请随时联系我们。"
    },
    {
      "conversation_id": "57886335599257",
      "created_at": "2026-05-13T13:21:19Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": ""
    },
    {
      "conversation_id": "57886130404761",
      "created_at": "2026-05-13T13:11:19Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    },
    {
      "conversation_id": "57886048076313",
      "created_at": "2026-05-13T13:08:08Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": "(20:51:10) Rosie: 没有吸力 (No auction) \n\n(20:51:13) Rosie: 吸力 (Suction)\n\n(20:52:26) Momcozy Dian: 对于我们的产品给您带来的任何不便，我们深表歉意。 \n\n关于您遇到的问题，我们为您提供以下几种方案：\n\n1. 更换同款产品\n\n2. 更换价格相近的产品（不高于已支付的价格）\n\n对于方案 2，您可以直接在 Amazon 或我们的官方网站上搜索我们的品牌名称找到产品，并向我们发送您想要的新产品的链接。 \n\n同时，为了更好地分析您遇到的问题，请提供以下信息：\n\n * 电机底部的清晰照片，以便我们验证 SN 和型号 \n\n • 如果只有一个电机故障，请提供故障电机的照片 \n\n • 如果两个电机都有故障，请提供两个电机的照片\n\n * 包装盒底部的 UDI (唯一设备标识符) 信息 \n\n针对吸力弱/无吸力：\n\n让我们先从一些简单的排除故障步骤开始。如果您能在按照这些指示操作时拍摄一段短视频，将为我们提供有关情况的宝贵参考：\n\n逐步检查：\n\n • 充电与更新：请确保电机已充满电，且您的 Momcozy App 已更新至最新版本。\n\n • 开机并选择模式：打开电机并将其设置为 Expression Mode（吸乳模式）。\n\n • 检查气流声：用手指轻轻按住电机的吸力口，交替堵住和释放，同时听气流声。\n\n • 调节吸力级别：逐渐增加吸力级别并重复气流检查，注意声音是否变大。\n\n舒适度与贴合度事项：\n\n • 检查密封：确保所有配件连接牢固，且您的文胸提供紧密贴合以便正确连接\n\n • 验证法兰尺寸：请在乳头勃起时测量两边乳头，以确认您使用的是正确的法兰或插入件尺寸\n\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\n • 寻找舒适度：逐渐增加吸力直到感到轻微不适，然后降低一个级别\n\n(20:58:07) Rosie: 请给我更换一个 V1\n\n(20:59:51) Momcozy Dian: 为了继续进行更换 (V1)，请提供以下信息，以便我们的团队验证问题并继续后续步骤：\n\n * 显示序列号 (SN) 和型号的电机底部清晰照片\n\n * 如果只有一个电机故障，请提供故障电机的照片\n\n * 如果两个电机都有故障，请提供两个电机的照片 \n\n * 包装盒底部的 UDI (唯一设备标识符) 信息\n\n此外，如果可能的话，请在按照上述说明操作时拍摄一段短视频。这将为我们提供有关您所遇问题的宝贵参考。\n\n收到所需信息后，我们将进行相应处理。\n\n(21:07:21) Momcozy Dian: 您好！只是确认一下——我们还在连接中吗？"
    },
    {
      "conversation_id": "57886038238745",
      "created_at": "2026-05-13T13:08:08Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": ""
    },
    {
      "conversation_id": "57885613032089",
      "created_at": "2026-05-13T12:51:11Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    },
    {
      "conversation_id": "57885613023897",
      "created_at": "2026-05-13T12:51:10Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": ""
    },
    {
      "conversation_id": "57885633244057",
      "created_at": "2026-05-13T12:51:01Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    },
    {
      "conversation_id": "57885535948441",
      "created_at": "2026-05-13T12:47:11Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": "(20:33:07) Momcozy: 您好，欢迎来到 Momcozy。请选择您需要的支持类型。\n\nIBCLC（泌乳咨询和母婴保健）、婴儿监视器 (BM03/BM04) 固件更新、产品和活动咨询、订单状态和物流问题、售后服务、其他咨询\n\n(20:33:32) Web User 6a046f82514fd306b1c25cc1: 你好，我有 Air 1s，它们不工作了。它们完全没有把乳头吸入吸乳器中\n\n(20:33:45) Momcozy: 能否请您告诉我您的姓名和电子邮件地址？\n\n(20:34:03) Web User 6a046f82514fd306b1c25cc1: 姓名: Rosie\n\n电子邮件: rosieanne_@hotmail.com\n\n(20:34:10) Momcozy: 正在转接人工客服，请稍候... \n\n同时，请准备以下信息，这将帮助我们快速定位并解决您的问题。（如果您已经提供，请忽略）：\n\n1. 请提供您的订单号和购买平台。\n\n2. 请提供产品包装盒底部的唯一设备标识符 (UDI)。您可以扫描包装盒上生产日期和序列号 (SN) 旁的二维码来获取 UDI。如果包装盒已丢弃或没有 UDI 标签，您也可以扫描设备底部的二维码来获取产品序列号 (SN)。\n\n3. 请提供清晰的照片或短视频来展示问题。\n\n(20:34:36) Momcozy Dian: 您好，\n\n感谢您向我们反映此问题，对于给您带来的不便，我们深表歉意。\n\n您能否提供订单号或订单确认截图？我们需要此信息来验证原始购买详情并确认保修状态。一旦我们获得订单号，我们将能够进行适当的后续服务。\n\n如果物品是作为礼物收到的，我们恳请您联系原始购买者以获取订单号。非常感谢您的配合。\n\n(20:37:09) Rosie 上传了: IMG_8111.png\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRGNEJRXWAKF9C5ASQSYBPK5/IMG_8111.png\n\n类型: image/png\n\n大小: 492175\n\n(20:39:48) Momcozy Dian: 感谢您发送订单号。\n\n确认一下，当您提到吸乳器完全没有将乳头吸入时，是指设备没有吸力吗？\n\n我们期待您的说明，以便进一步协助您。\n\n(20:44:02) Momcozy Dian: 只是确认一下——我们还在连接中吗？"
    },
    {
      "conversation_id": "57885535948313",
      "created_at": "2026-05-13T12:47:11Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "chat_transcript",
      "translated_text": ""
    },
    {
      "conversation_id": "57885233367065",
      "created_at": "2026-05-13T12:34:11Z",
      "sender_type": "internal",
      "author_name": "Web User 6a046f82514fd306b1c25cc1",
      "channel": "native_messaging",
      "translated_text": "与 Web 用户 6a046f82514fd306b1c25cc1 的对话"
    },
    {
      "conversation_id": "57885233366937",
      "created_at": "2026-05-13T12:34:11Z",
      "sender_type": "system",
      "author_name": "",
      "channel": "native_messaging",
      "translated_text": ""
    }
  ],
  "chinese_reading_text": "标题：与 Rosie 的对话\n既有分类：CPI::无吸力问题\n产品型号：milk pump::Momcozy::Air 1\n渠道：Agent (Native Messaging/Chat Transcript)\n客服备注：air 1| 完全没有把乳头吸入吸乳器中\n描述：与 Web 用户 6a046f82514fd306b1c25cc1 的对话\n\n--- 会话历史 (按时间顺序) ---\n[2026-05-13 12:34:11] [internal] 与 Web 用户 6a046f82514fd306b1c25cc1 的对话\n[2026-05-13 12:47:11] [system] (20:33:07) Momcozy: 欢迎并询问支持类型。 (20:33:32) Rosie: Air 1s 不工作，无法吸入乳头。 (20:34:03) Rosie 提供姓名和邮箱。 (20:34:10) Bot 提示转接并要求准备订单号、UDI 和故障视频。 (20:34:36) 客服 Dian 要求订单号验证保修。 (20:37:09) Rosie 上传订单截图 IMG_8111.png。 (20:39:48) 客服确认是否为无吸力。 (20:44:02) 客服询问是否在线。\n[2026-05-13 13:08:08] [system] (20:51:10) Rosie: 确认是吸力问题。 (20:52:26) 客服 Dian 提供更换方案（同款或同价位），并要求提供电机底部照片（含 SN/型号）和 UDI。提供排查步骤（充电、更新 App、检查气流声、调节吸力、法兰尺寸测量）。 (20:58:07) Rosie: 要求更换 V1。 (20:59:51) 客服要求针对 V1 更换提供电机照片和视频。 (21:07:21) 客服再次询问是否在线。\n[2026-05-13 13:21:19] [system] (21:11:18) 客服 Dian: 因长时间未回复，系统将关闭聊天，并告知人工在线时间和后续联系方式。",
  "translation_notes": [
    "原文中 'No auction' 经用户在下一条消息中更正为 'Suction'，翻译中已对应处理为‘吸力’。",
    "Expression Mode 在吸乳器语境下通常翻译为‘吸乳模式’或‘催乳模式’。",
    "客户提到型号为 'Air 1s'，但客服备注和系统型号标记为 'Air 1'，翻译保留了原文描述。"
  ]
}

          

          

            ticket_raw_json
            
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  "ticket_id": 1254921,
  "assignee_id": 46577650054809,
  "created": "2026-05-13T12:34:11Z",
  "subject": "Conversation with Rosie",
  "support_type": "Agent",
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      "value": "air 1| aren’t drawing the nipple into the pump at all"
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      "id": 34154549939865,
      "value": "cpi__no_suction_issue",
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  "ticket": {
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      "body": "(21:11:18) Momcozy Dian: Since we haven’t received a response from you, we’ll go ahead and close this chat for now. 💛\n\n \n\nIf you still need help or have any other questions, please don’t hesitate to reach us out again — we’ll be more than happy to assist!\n\n💻 Live Chat: Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST\n\n \n\nThank you for connecting with Momcozy, and we wish you a wonderful day ahead!\n\n \n\n***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
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      "body": "(21:11:18) Momcozy Dian: Since we haven’t received a response from you, we’ll go ahead and close this chat for now. 💛\n \nIf you still need help or have any other questions, please don’t hesitate to reach us out again — we’ll be more than happy to assist!\n💻 Live Chat: Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST\n \nThank you for connecting with Momcozy, and we wish you a wonderful day ahead!\n \n***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(21:11:18) Momcozy Dian: Since we haven’t received a response from you, we’ll go ahead and close this chat for now. 💛\n<br>&nbsp;\n<br>If you still need help or have any other questions, please don’t hesitate to reach us out again — we’ll be more than happy to assist!\n<br>💻 Live Chat: Mon–Fri: 7am–5pm, 8pm–4am EST; Sat–Sun: 7am–5pm EST\n<br>&nbsp;\n<br>Thank you for connecting with Momcozy, and we wish you a wonderful day ahead!\n<br>&nbsp;\n<br>***Please note: Your ticket may be automatically closed by the system, but please don't worry. The closure of the ticket does not mean that your issue has been resolved. If you have any questions or concerns, please feel free to reach out to us anytime.</p></div>",
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      "body": "(20:51:10) Rosie: No auction \n(20:51:13) Rosie: Suction\n(20:52:26) Momcozy Dian: We regret any inconvenience that may have been caused by our products. \n \nRegarding the issue experiencing, we have a couple of options available for you:\n1. A replacement for the same product\n2. A replacement within a similar price range (not higher than the price paid)\n \nFor the 2. opt., you can easily locate the product on Amazon or our official website by searching for our brand name and send us the link of the new product you want. \n \nIn the meantime, to better analyze the issue you’re experiencing, could you please provide the following:\n\n * A clear photo of the bottom of the motor so we can verify the SN and model number \n   • If only one motor is faulty, please provide one photo of the affected motor \n   • If both motors are faulty, kindly provide photos of both\n * The UDI (Unique Device Identifier) information located on the bottom of the box \n\n \nFor Weak Suction/No Suction \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\n• Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.\n\n• Power On & Select Mode: Turn on the motor and set it to Expression Mode.\n\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\n• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.\n\n\nComfort & Fit Matters:\n\n• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment\n\n• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size\n\n• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance\n\n• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level\n(20:58:07) Rosie: A replacement with a v1 please\n(20:59:51) Momcozy Dian: To proceed with the replacement (V1), kindly provide the following information so our team can verify the issue and continue with the next steps:\n\n * A clear photo of the bottom of the motor showing the serial number (SN) and model number\n * If only one motor is faulty, please provide one photo of the affected motor\n * If both motors are faulty, kindly provide photos of both motors\n\n * The UDI (Unique Device Identifier) information located on the bottom of the box\n   \n    \n\nAdditionally, if possible, please film a short video while following the instructions above. This will give us valuable insight into the issue you are experiencing.\n \nOnce we receive the requested information, we will proceed accordingly.\n(21:07:21) Momcozy Dian: Hi there! Just checking in — are we still connected?",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(20:51:10) Rosie: No auction \n<br>(20:51:13) Rosie: Suction\n<br>(20:52:26) Momcozy Dian: We regret any inconvenience that may have been caused by our products. \n<br>&nbsp;\n<br>Regarding the issue experiencing, we have a couple of options available for you:\n<br>1. A replacement for the same product\n<br>2. A replacement within a similar price range (not higher than the price paid)\n<br>&nbsp;\n<br>For the 2. opt., you can easily locate the product on Amazon or our official website by searching for our brand name and send us the link of the new product you want. \n<br>&nbsp;\n<br>In the meantime, to better analyze the issue you’re experiencing, could you please provide the following:</p>\n\n<p dir=\"auto\"> * A clear photo of the bottom of the motor so we can verify the SN and model number&nbsp;\n<br>   • If only one motor is faulty, please provide one photo of the affected motor&nbsp;\n<br>   • If both motors are faulty, kindly provide photos of both\n<br> * The UDI (Unique Device Identifier) information located on the bottom of the box&nbsp;</p>\n\n<p dir=\"auto\">&nbsp;\n<br>For Weak Suction/No Suction&nbsp;\n<br>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:</p>\n\n<p dir=\"auto\">Step-by-Step Check:</p>\n\n<p dir=\"auto\">• Charge &amp; Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.</p>\n\n<p dir=\"auto\">• Power On &amp; Select Mode: Turn on the motor and set it to Expression Mode.</p>\n\n<p dir=\"auto\">• Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound.</p>\n\n<p dir=\"auto\">• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.</p>\n\n<p dir=\"auto\">Comfort &amp; Fit Matters:</p>\n\n<p dir=\"auto\">• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment</p>\n\n<p dir=\"auto\">• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size</p>\n\n<p dir=\"auto\">• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance</p>\n\n<p dir=\"auto\">• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level\n<br>(20:58:07) Rosie: A replacement with a v1 please\n<br>(20:59:51) Momcozy Dian: To proceed with the replacement (V1), kindly provide the following information so our team can verify the issue and continue with the next steps:</p>\n\n<p dir=\"auto\"> * A clear photo of the bottom of the motor showing the serial number (SN) and model number\n<br> * If only one motor is faulty, please provide one photo of the affected motor\n<br> * If both motors are faulty, kindly provide photos of both motors</p>\n\n<p dir=\"auto\"> * The UDI (Unique Device Identifier) information located on the bottom of the box\n<br>   \n<br>   &nbsp;</p>\n\n<p dir=\"auto\">Additionally, if possible, please film a short video while following the instructions above. This will give us valuable insight into the issue you are experiencing.\n<br>&nbsp;\n<br>Once we receive the requested information, we will proceed accordingly.\n<br>(21:07:21) Momcozy Dian: Hi there! Just checking in — are we still connected?</p></div>",
      "plain_body": "(20:51:10) Rosie: No auction \n\n(20:51:13) Rosie: Suction\n\n(20:52:26) Momcozy Dian: We regret any inconvenience that may have been caused by our products. \n\n&nbsp;\n\nRegarding the issue experiencing, we have a couple of options available for you:\n\n1. A replacement for the same product\n\n2. A replacement within a similar price range (not higher than the price paid)\n\n&nbsp;\n\nFor the 2. opt., you can easily locate the product on Amazon or our official website by searching for our brand name and send us the link of the new product you want. \n\n&nbsp;\n\nIn the meantime, to better analyze the issue you’re experiencing, could you please provide the following: \n\n  * A clear photo of the bottom of the motor so we can verify the SN and model number&nbsp;\n\n   • If only one motor is faulty, please provide one photo of the affected motor&nbsp;\n\n   • If both motors are faulty, kindly provide photos of both\n\n * The UDI (Unique Device Identifier) information located on the bottom of the box&nbsp; \n\n &nbsp;\n\nFor Weak Suction/No Suction&nbsp;\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\n Step-by-Step Check: \n\n • Charge &amp; Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version. \n\n • Power On &amp; Select Mode: Turn on the motor and set it to Expression Mode. \n\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\n • Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder. \n\n Comfort &amp; Fit Matters: \n\n • Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment \n\n • Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size \n\n • Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance \n\n • Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level\n\n(20:58:07) Rosie: A replacement with a v1 please\n\n(20:59:51) Momcozy Dian: To proceed with the replacement (V1), kindly provide the following information so our team can verify the issue and continue with the next steps: \n\n  * A clear photo of the bottom of the motor showing the serial number (SN) and model number\n\n * If only one motor is faulty, please provide one photo of the affected motor\n\n * If both motors are faulty, kindly provide photos of both motors \n\n  * The UDI (Unique Device Identifier) information located on the bottom of the box\n\n   \n\n   &nbsp; \n\n Additionally, if possible, please film a short video while following the instructions above. This will give us valuable insight into the issue you are experiencing.\n\n&nbsp;\n\nOnce we receive the requested information, we will proceed accordingly.\n\n(21:07:21) Momcozy Dian: Hi there! Just checking in — are we still connected?",
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            "message": "We regret any inconvenience that may have been caused by our products. \n \nRegarding the issue experiencing, we have a couple of options available for you:\n1. A replacement for the same product\n2. A replacement within a similar price range (not higher than the price paid)\n \nFor the 2. opt., you can easily locate the product on Amazon or our official website by searching for our brand name and send us the link of the new product you want. \n \nIn the meantime, to better analyze the issue you’re experiencing, could you please provide the following:\n\n * A clear photo of the bottom of the motor so we can verify the SN and model number \n   • If only one motor is faulty, please provide one photo of the affected motor \n   • If both motors are faulty, kindly provide photos of both\n * The UDI (Unique Device Identifier) information located on the bottom of the box \n\n \nFor Weak Suction/No Suction \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\n• Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.\n\n• Power On & Select Mode: Turn on the motor and set it to Expression Mode.\n\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\n• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.\n\n\nComfort & Fit Matters:\n\n• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment\n\n• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size\n\n• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance\n\n• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level",
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                  "text": "We regret any inconvenience that may have been caused by our products. \n \nRegarding the issue experiencing, we have a couple of options available for you:\n1. A replacement for the same product\n2. A replacement within a similar price range (not higher than the price paid)\n \nFor the 2. opt., you can easily locate the product on Amazon or our official website by searching for our brand name and send us the link of the new product you want. \n \nIn the meantime, to better analyze the issue you’re experiencing, could you please provide the following:\n\n * A clear photo of the bottom of the motor so we can verify the SN and model number \n   • If only one motor is faulty, please provide one photo of the affected motor \n   • If both motors are faulty, kindly provide photos of both\n * The UDI (Unique Device Identifier) information located on the bottom of the box \n\n \nFor Weak Suction/No Suction \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\n• Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.\n\n• Power On & Select Mode: Turn on the motor and set it to Expression Mode.\n\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\n• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.\n\n\nComfort & Fit Matters:\n\n• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment\n\n• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size\n\n• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance\n\n• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level",
                  "html_text": "We regret any inconvenience that may have been caused by our products. <br /> <br />Regarding the issue experiencing, we have a couple of options available for you:<br /><strong>1. A replacement for the same product</strong><br /><strong>2. A replacement within a similar price range (not higher than the price paid)</strong><br /> <br />For the 2. opt., you can easily locate the product on Amazon or our official website by searching for our brand name and send us the link of the new product you want. <br /> <br /><strong>In the meantime, to better analyze the issue you’re experiencing, could you please provide the following:</strong><br /><ul><li><strong>A clear photo of the bottom of the motor so we can verify the SN and model number</strong> <br /><strong>• If only one motor is faulty, please provide one photo of the affected motor</strong> <br /><strong>• If both motors are faulty, kindly provide photos of both</strong></li><li><strong>The UDI (Unique Device Identifier) information located on the bottom of the box</strong> </li></ul> <br /><strong>For Weak Suction/No Suction</strong> <br />Let's start with some simple troubleshooting steps<strong>. If you could film a short video while following these instructions, it would give us valuable insight into what's happening:</strong><br /><br />Step-by-Step Check:<br /><br />• Charge &amp; Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.<br /><br />• Power On &amp; Select Mode: Turn on the motor and set it to Expression Mode.<br /><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 /><br />• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.<br /><br /><br />Comfort &amp; Fit Matters:<br /><br />• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment<br /><br />• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size<br /><br />• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance<br /><br />• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level<br />"
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      "body": "(20:33:07) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.\n\nIBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n(20:33:32) Web User 6a046f82514fd306b1c25cc1: Hi, I have the air 1s and they’re not working. They aren’t drawing the nipple into the pump at all\n(20:33:45) Momcozy: Could you please let me know your name and email address?\n(20:34:03) Web User 6a046f82514fd306b1c25cc1: name: Rosie\nemail: rosieanne_@hotmail.com\n(20:34:10) Momcozy: Transferring to a human agent, please wait...\n\nMeanwhile, please prepare the following information, which will help us quickly locate and address your issue. (If you have already provided it, please ignore.):\n\n 1. Please provide your order number and the purchasing platform.\n\n 2. Please provide the unique device identifier (UDI) at the bottom of the product packaging box. You can scan the QR code next to the production date and serial number (SN) on the packaging box to obtain the UDI. If the packaging box has been discarded or there is no UDI label, you can also scan the QR code at the bottom of the device to obtain the product serial number (SN).\n\n 3. Please provide clear photos or short videos to demonstrate the problem.\n(20:34:36) Momcozy Dian: Hello,\n \nThank you for bringing this to our attention, and we sincerely apologize for the inconvenience this has caused.\n \nWould you kindly provide us with the order number or screenshot of the order confirmation? We need this to verify the original purchase details and confirm the warranty status. Once we have the order number, we’ll be able to proceed with the appropriate follow-up service.\n \nIf the item was received as a gift, we kindly ask that you contact the original purchaser to obtain the order number. We truly appreciate your help with this.\n(20:37:09) Rosie uploaded: IMG_8111.png\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRGNEJRXWAKF9C5ASQSYBPK5/IMG_8111.png\nType: image/png\nSize: 492175\n(20:39:48) Momcozy Dian: Thank you for sending the order number.\n \nJust to confirm, when you mentioned that the pump is not drawing the nipple into the pump at all, do you mean that there is no suction from the device?\n \nWe look forward to your clarification so we can further assist you.\n(20:44:02) Momcozy Dian: Just checking in — are we still connected?",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(20:33:07) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.</p>\n\n<p dir=\"auto\">IBCLC(LACTATION CONSULTATION AND MATERNAL &amp; INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n<br>(20:33:32) Web User 6a046f82514fd306b1c25cc1: Hi, I have the air 1s and they’re not working. They aren’t drawing the nipple into the pump at all\n<br>(20:33:45) Momcozy: Could you please let me know your name and email address?\n<br>(20:34:03) Web User 6a046f82514fd306b1c25cc1: name: Rosie\n<br>email: <a href=\"mailto:rosieanne_@hotmail.com\" rel=\"noreferrer\">rosieanne_@hotmail.com</a>\n<br>(20:34:10) Momcozy: Transferring to a human agent, please wait...</p>\n\n<p dir=\"auto\">Meanwhile, please prepare the following information, which will help us quickly locate and address your issue. (If you have already provided it, please ignore.):</p>\n\n<p dir=\"auto\"> 1. Please provide your order number and the purchasing platform.</p>\n\n<p dir=\"auto\"> 2. Please provide the unique device identifier (UDI) at the bottom of the product packaging box. You can scan the QR code next to the production date and serial number (SN) on the packaging box to obtain the UDI. If the packaging box has been discarded or there is no UDI label, you can also scan the QR code at the bottom of the device to obtain the product serial number (SN).</p>\n\n<p dir=\"auto\"> 3. Please provide clear photos or short videos to demonstrate the problem.\n<br>(20:34:36) Momcozy Dian: Hello,\n<br> \n<br>Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience this has caused.\n<br>&nbsp;\n<br>Would you kindly provide us with the order number or screenshot of the order confirmation? We need this to verify the original purchase details and confirm the warranty status. Once we have the order number, we’ll be able to proceed with the appropriate follow-up service.\n<br>&nbsp;\n<br>If the item was received as a gift, we kindly ask that you contact the original purchaser to obtain the order number. We truly appreciate your help with this.\n<br>(20:37:09) Rosie uploaded: IMG_8111.png\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRGNEJRXWAKF9C5ASQSYBPK5/IMG_8111.png\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRGNEJRXWAKF9C5ASQSYBPK5/IMG_8111.png</a>\n<br>Type: image/png\n<br>Size: 492175\n<br>(20:39:48) Momcozy Dian: Thank you for sending the order number.\n<br>&nbsp;\n<br>Just to confirm, when you mentioned that the pump is not drawing the nipple into the pump at all, do you mean that there is no suction from the device?\n<br>&nbsp;\n<br>We look forward to your clarification so we can further assist you.\n<br>(20:44:02) Momcozy Dian: Just checking in — are we still connected?</p></div>",
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