与来电者 +1 (513) 646-8090 的通话

{
  "ticket": {
    "ticket_id": "1255009",
    "subject": "Call with Caller +1 (513) 646-8090",
    "description": "Call from: +1 (513) 646-8090\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 1:07:55 PM UTC",
    "status": "solved",
    "priority": "normal",
    "product_model": "",
    "created_at": "2026-05-13T13:08:17Z",
    "updated_at": "2026-05-13T13:24:27Z"
  },
  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "late notification in app/ TBS\n112-5299884-0769802/ call us back to decide whether a replacement or refund\ntheabners21@gmail.com",
    "agents_notes": "late notification in app/ TBS\n112-5299884-0769802/ call us back to decide whether a replacement or refund\ntheabners21@gmail.com",
    "category_field_id": "34154549939865",
    "category_name": "EPI::False alarm",
    "category_value": "epi__false_alarm",
    "category_zh": "误报警"
  },
  "channel_summary": {
    "local_channel": "Agent",
    "conversation_channels": {
      "web": 2,
      "voice": 2
    }
  },
  "messages": [
    {
      "conversation_id": "57886366512665",
      "type": "Comment",
      "created_at": "2026-05-13T13:24:27Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call summary: \n The customer reported that notifications from their BM04 baby monitor arrive on their phone up to 2 hours late, although the monitor itself works fine and shows alerts immediately. The main issue is delayed notifications on the phone despite timely monitor alerts; app permissions and phone settings (background data, battery optimization) were verified by customer. Wi-Fi performance was ruled out as the cause; customer confirmed strong Wi-Fi and multiple router restarts without resolution. Sensitivity settings on the monitor are adequate, and app has been restarted multiple times. The customer mentioned time syncing issues with the device as a common unresolved problem. Customer provided the order number and email; the monitor is under warranty since purchased December 2025. Agent offered a replacement or full refund under warranty. If refunded, a return label would be sent for product return after refund is processed. The customer expressed frustration with widespread issues reported online but declined immediate replacement or refund, stating they need the monitor due to having two newborns. Customer intends to reconsider options and contact support again later. No resolution completed; case remains open pending customer's decision on warranty service. \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
    },
    {
      "conversation_id": "57886366221337",
      "type": "Comment",
      "created_at": "2026-05-13T13:24:22Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call transcript: \n00:08CustomerHello?00:13AgentHello? Can you hear me?00:15CustomerYes.00:18AgentSorry about that, sir. So once again, sir, I'm Cozy. How can we help?00:26CustomerWell, it's kinda cutting in and out, but I'm having issues with we have your guys'00:34AgentSorry.00:34CustomerMonitor. Hello?00:43AgentYes, sir. A monitored Okay.00:47CustomerYep. We get notified on our phone. Wait. And the notifications come in, like, 2 hours late. Is there a way to change that or something I should do?01:00AgentOkay. I see, sir. But could you please repeat, sir, the problem of your baby monitor?01:06CustomerYeah. The notifications on our phone come in, like, 2 hours after the event happened or, like, the notification of them crying or anything.01:13AgentMhmm.01:15CustomerWe're just wondering how to Okay. Prevent that from happening.01:21AgentOkay. So the the notification, sir, it is coming late. Like, it is not indicating, like, 2 hours later, sir. So for that 1, sir, let me just find the troubleshooting for that 1. If and if I may ask, sir, what is the model of your baby monitor?01:44Customer1 second. I'd I'm I don't have the the02:23Agentmother, sir. But do you have, sir, right now the order number of the baby monitor?02:30CustomerThe order number? Who has this on Mhmm. Deck? Never mind. I I can't access that right now.02:40CustomerI don't I don't know. How does that help me with the tech technical problem?02:47AgentYes, sir. So for that 1, sir, we're gonna check first the model number so we can provide you, sir, the proper02:54CustomerYou guys only have 1 baby monitor.02:58AgentTo be honest, sir, we do have 4 different kind of models of baby monitor, b m 0 1 to b m 0 4.03:06CustomerWhat was that again?03:09AgentWe do have, sir, 4 kinds of baby monitor, BM01 to BM04, sir.03:17CustomerI I have 0 4, I believe.03:20AgentOkay. I see. So let me just check that first, sir, and kindly wait for me. Hello, sir?06:23CustomerYeah. Alright,06:25Agentsir. So I have here some guided steps that might resolve the issue. So, again, sir, the main problem of your baby monitor, you are receiving a late notification for about 2 hours late, sir. So first of all, sir, have you tried to check? And are you using, sir, a 2.4 GHz Wi Fi, sir?06:47AgentYes. Okay.06:53CustomerAnd we06:54AgentAnd We have a Okay. And have you tried, sir, a ping test, like a Wi Fi test if your Wi Fi is higher than okay. Because sometimes, sir, your network is likely the culprit for this 1. So did you also try, sir, to reboot the router, like, restart the router of your Wi Fi?07:20CustomerYes. The Wi Fi is not the issue at all. Like, we it comes through on the baby monitor itself. No problem. So we wanna be notified on our phone as well.07:34CustomerLike, that's why we won with this this had the feature of both. And at first, it worked great, but now it's just it sucks.07:43AgentAlright. I see. So let's move on, sir, to the app and the phone settings. So for this 1, sir, if you are using let's move on, sir, to the app or to the phone settings, sir. Okay.07:58AgentSo it is either Android or Android or iOS, sir. Please ensure the monitor app is set to unrestricted or don't optimize. If the system puts the app to sleep, notifications will hang in limbo, sir.08:16CustomerYes. Okay.08:22AgentAnd, also, sir, did you make sure like, did you ensure the app has permission to use data in the background?08:29CustomerYes.08:34AgentOkay. And did you also restart, sir, the monitor as as well as the the app of the momcozy, sir?08:44CustomerOh, yeah. Multiple times.08:46AgentOh, alright. How about, sir, of the08:52CustomerGo ahead.08:53AgentOkay. How about, sir, see, the monitor sensitivity? If, uh, if the sensitivity is too low, sir, the monitor may wait until a sound or movement reaches a high threshold before triggering, sir, the notification process. So make sure, sir, it is set to medium to high, the sound sensitivity or the motion sensitivity of the monitor.09:21CustomerOn our on the monitor just fine. We're just having issues, like, coming over to our phone. So we're we're getting the notifications on the monitor. That's not the issue. Sensitivity is all that good.09:32CustomerWe're not receiving it on our phones. Uh-huh. On your phone, sir. Very common issue. And then, also, the time always gets messed up, and that's also a common issue with this.09:45CustomerAnd seems like no 1 knows how to fix it.09:49AgentOkay. I see. So I guess, sir, that you already tried all of the troubleshooting for that 1 to make it work. And for us, sir, to provide you the warranty for that baby monitor, are you able, sir, to pull up right now the order number so I can check the warranty of that baby monitor?10:08CustomerHow long is your warranty good for?10:13AgentYes, sir. If we can get the order number from you, sir, we are able to process a replacement How long? Or a full refund.10:21CustomerUh, let me let me try and look online to see if I purchased it.10:31AgentOkay. Alright, sir.10:33CustomerIf I give you a serial number, can you look it up on your end?10:38AgentUnfortunately, no, sir. We are unable to locate the order number with the serial number, sir.11:00CustomerOrder number, I have it right here.11:04AgentAlright. Let me know when you're please?11:07CustomerYes.11:07AgentYes, sir.11:08Customer112Hyphen5299884Hyphen0769802.11:30AgentK, sir. And may I also have, sir, your email address, please?11:35CustomerYes. It is the Abner's, t h e11:39AgentD e, Wilson? A11:41CustomerI'm telling you right now. T h11:44Agente Sorry.11:46CustomerA b n e r oh, 1 sec.11:53AgentMhmm.11:53CustomerS21@Gmail.com.11:59AgentOkay. Thank you so much for that 1, sir. Let me just repeat that for you. So the first letter, sir, it's c as in Charlie. Is that correct?12:09CustomerNo. The Abner. So t h e a r I'm sorry. Theadners21@Gmail.com.12:28AgentOkay. Got it, sir. So for now, kindly wait for me once again. I'm just going to check the details of this order number, sir.12:36CustomerYes.13:36AgentHello, sir?13:37CustomerYes.13:40AgentAlrighty, sir. So upon checking the order details of this 1, you have the b m 0 4 baby monitor, and it is still under our warranty since you've just purchased this, sir, last December 2025. So for now, sir, I'm gonna send you an email so we are an we are able, sir, to provide you the warranty. It's either a replacement or a full refund, sir. Which 1 do you prefer?14:09CustomerIf I get the refund, do I have to send the baby monitor back?14:16AgentFor that 1, sir, our higher support gonna send you the return label, sir, maybe after a week or 2. So you're gonna be receiving the return label in your email, sir.14:30CustomerAnd then I would return the product. Is that what you're getting at?14:35AgentYes, sir. But you're gonna be receiving the refund first, then you have to return the14:41CustomerIt's okay. I'll just do if you just I I guess nothing because everyone online has the same issues with this product, and I'm just sorry I ever bought it. But until we have another 1 lined up, we can't go without a baby monitor. We have 2 newborns. So15:00AgentOkay. Okay, sir. So are we gonna process her a replacement? No.15:10CustomerI'm just let me think about this, and I guess I'll I'll call back and get through this whole process again later.15:19AgentSure, sir. Sure, sir. No worries for that, sir. So kindly contact us back.15:27CustomerOkay. That's it. Have a good day.15:29AgentAlright. You too, sir. Have a great day.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems"
    },
    {
      "conversation_id": "57886412297113",
      "type": "VoiceComment",
      "created_at": "2026-05-13T13:24:00Z",
      "author_id": "42731096400153",
      "author_name": "CT-Krizell",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "voice",
      "public": true,
      "recording_type": "call",
      "text": "Inbound call from +1 (513) 646-8090\nCall Details:\n\nCall from: +1 (513) 646-8090\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 13:07:55 UTC\nLocation: Cincinnati, Ohio, United States\nAnswered by: CT-Krizell\nLength of phone call: 16 minutes, 3 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA8d79ba82b3f996dbc04fd044bc9c45ac/twilio/call/recording"
    },
    {
      "conversation_id": "57886024834073",
      "type": "Comment",
      "created_at": "2026-05-13T13:08:17Z",
      "author_id": "57886084831257",
      "author_name": "Caller +1 (513) 646-8090",
      "author_role": "end-user",
      "sender_type": "internal",
      "channel": "voice",
      "public": false,
      "recording_type": "",
      "text": "Call from: +1 (513) 646-8090\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 1:07:55 PM UTC"
    }
  ]
}

{
  "translated_subject": "与来电者 +1 (513) 646-8090 的通话",
  "translated_description": "来电号码：+1 (513) 646-8090\n拨打号码：+1 (619) 848-0676\n通话时间：2026年5月13日 下午1:07:55 UTC",
  "translated_agents_notes": "App 通知延迟/ 待定 (TBS)\n订单号 112-5299884-0769802/ 等待回电决定是更换还是退款\ntheabners21@gmail.com",
  "translated_category_label": "误报警/通知延迟",
  "translated_messages": [
    {
      "conversation_id": "57886366512665",
      "created_at": "2026-05-13T13:24:27Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话摘要：\n客户报告称，尽管 BM04 婴儿监视器本身工作正常并能立即显示警报，但手机上的通知会延迟长达 2 小时。主要问题是手机通知延迟，尽管监视器端的警报是及时的；客户已核实 App 权限和手机设置（后台数据、电池优化）。Wi-Fi 性能被排除为原因；客户确认 Wi-Fi 信号强且多次重启路由器仍未解决问题。监视器的灵敏度设置合适，App 也已多次重启。客户提到设备的时间同步问题是一个常见的未解决问题。客户提供了订单号和电子邮件；由于是 2025 年 12 月购买的，该监视器仍处于保修期内。客服提供了保修期内的更换或全额退款方案。如果选择退款，将在处理完退款后发送退货标签用于产品寄回。客户对网上报告的普遍问题表示沮丧，但拒绝了立即更换或退款，表示由于有两个新生儿，他们目前不能没有监视器。客户打算重新考虑方案，稍后再次联系支持。目前未完成解决；案件保持开启状态，等待客户关于保修服务的决定。\n如果您从此评论中删除任何数据，还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除数据。"
    },
    {
      "conversation_id": "57886366221337",
      "created_at": "2026-05-13T13:24:22Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话记录：\n00:08 客户：喂？\n00:13 客服：喂？能听到我说话吗？\n00:15 客户：可以。\n00:18 客服：抱歉，先生。再次自我介绍一下，我是 Cozy。有什么可以帮您的？\n00:26 客户：嗯，信号断断续续的，但我遇到了你们产品的问题。\n00:34 客服：抱歉。\n00:34 客户：监视器。喂？\n00:43 客服：是的，先生。监视器，好的。\n00:47 客户：对。我们的手机会收到通知。等等。通知延迟了大约 2 小时才发过来。有什么办法可以更改，或者我该怎么做？\n01:00 客服：好的。我明白了，先生。但能请您重复一下，您的婴儿监视器具体是什么问题吗？\n01:06 客户：是的。我们手机上的通知是在事件发生后大约 2 小时才发过来的，比如孩子哭声之类的通知。\n01:13 客服：嗯哼。\n01:15 客户：我们只是想知道如何……好的……防止这种情况发生。\n01:21 客服：好的。所以是通知延迟了，大约晚了 2 小时。针对这个问题，先生，让我查一下相关的排查步骤。我想问一下，您的婴儿监视器是什么型号？\n01:44 客户：等一下。我手头没有……\n02:23 客服：没关系。那您现在有婴儿监视器的订单号吗？\n02:30 客户：订单号？谁手头有这个……嗯哼。算了，我现在没法查看。\n02:40 客户：我不知道。这对解决技术问题有什么帮助吗？\n02:47 客服：是的，先生。因为我们需要先核对型号，以便为您提供正确的……\n02:54 客户：你们只有一种婴儿监视器吧。\n02:58 客服：说实话，先生，我们有 4 种不同型号的婴儿监视器，从 BM01 到 BM04。\n03:06 客户：你刚才说什么？\n03:09 客服：我们有 4 种婴儿监视器，先生，BM01 到 BM04。\n03:17 客户：我相信我的是 04。\n03:20 客服：好的。我明白了。让我先查一下，请稍等。喂，先生？\n06:23 客户：在的。\n06:25 客服：好了，先生。我这里有一些可能解决问题的指导步骤。再确认一下，您的主要问题是收到通知延迟了约 2 小时。首先，先生，您检查过吗？您使用的是 2.4 GHz 的 Wi-Fi 吗？\n06:47 客服：好的。\n06:53 客户：我们有……\n06:54 客服：您尝试过 Ping 测试吗，比如 Wi-Fi 测试，看您的 Wi-Fi 速度是否足够。因为有时网络可能是导致此问题的原因。您是否也尝试过重启路由器？\n07:20 客户：是的。Wi-Fi 完全不是问题。监视器本身收到通知没问题。我们是想在手机上也收到通知。\n07:34 客户：这就是为什么我们买这个的原因，因为它有两端通知功能。刚开始用着很好，但现在太糟糕了。\n07:43 客服：明白了。那我们来看一下 App 和手机设置。无论您用的是安卓还是 iOS。\n07:58 客服：请确保监视器 App 设置为“不限制”或“不优化电池”。如果系统让 App 休眠，通知就会悬而未决，先生。\n08:16 客户：是的。好的。\n08:22 客服：另外，先生，您确定 App 有后台使用数据的权限吗？\n08:29 客户：是的。\n08:34 客服：好的。您是否也重启过监视器以及 Momcozy 的 App？\n08:44 客户：哦，是的。很多次了。\n08:46 客服：噢，好吧。那……\n08:52 客户：你说。\n08:53 客服：好的。那监视器的灵敏度呢？如果灵敏度太低，监视器可能会等到声音或动作达到很高阈值才触发通知程序。请确保监视器的声音或移动灵敏度设置为中到高。\n09:21 客户：在监视器上显示是完全正常的。我们只是在手机接收上有问题。我们在监视器上能收到通知，那不是问题。灵敏度都很好。\n09:32 客户：只是手机收不到。嗯。而且时间总是弄乱，这也是个常见问题。\n09:45 客户：似乎没人知道怎么修好它。\n09:49 客服：好的。我明白了。我想您已经尝试了所有的排查步骤。为了我们能为您提供保修服务，您现在能找到订单号吗？这样我可以检查保修情况。\n10:08 客户：你们的保修期是多久？\n10:13 客服：先生，如果我们能拿到订单号，我们就能处理更换或者全额退款。\n10:21 客户：呃，让我上网查查我是在哪买的。\n10:31 客服：好的，先生。\n10:33 客户：如果我给你序列号，你能查到吗？\n10:38 客服：不幸的是，不行，先生。我们无法通过序列号查询订单号。\n11:00 客户：订单号，我找到了。\n11:04 客服：好的，请讲。\n11:07 客户：好的。\n11:08 客户：112-5299884-0769802。\n11:30 客服：好的，先生。我能再要一下您的电子邮件地址吗？\n11:35 客户：好的。是 theabners，t h e……\n11:39 客服：D e，Wilson？A……\n11:41 客户：我正告诉你呢。T h……\n11:44 客服：抱歉。\n11:46 客户：A b n e r，噢，等一下。\n11:53 客服：嗯哼。\n11:53 客户：s21@gmail.com。\n11:59 客服：好的。非常感谢。让我重复一遍。首字母是 C as in Charlie，对吗？\n12:09 客户：不。The Abner。T h e a b n e r s 2 1 @ gmail.com。\n12:28 客服：好的，收到了。现在请再等我一下，我要核实一下这个订单详情。\n12:36 客户：好的。\n13:36 客服：喂，先生？\n13:37 客户：在的。\n13:40 客服：好了，先生。经查询订单详情，您购买的是 BM04 婴儿监视器，由于您是去年 2025 年 12 月购买的，它仍在保修期内。现在，我会给您发邮件，以便为您提供保修。方案是更换新机或全额退款，您更倾向于哪一种？\n14:09 客户：如果我选择退款，我必须把监视器寄回去吗？\n14:16 客服：关于这一点，我们的高级支持团队会在大约一两周后给您发送退货标签。您会在邮件里收到它。\n14:30 客户：然后我就退回产品。你是这个意思吗？\n14:35 客服：是的，先生。但您会先收到退款，然后您再退回……\n14:41 客户：算了吧。我猜没什么用，因为网上每个人都有这个产品相同的问题，我真后悔买了它。但在我们买到替代品之前，我们不能没有监视器。我们有两个新生儿。所以……\n15:00 客服：好的。那我们要处理更换吗？不。\n15:10 客户：我再考虑考虑吧，我想我待会再回电重新处理这整个过程。\n15:19 客服：好的，先生。没问题。那请您再联系我们。\n15:27 客户：好的。就这样。祝你愉快。\n15:29 客服：好的。您也一样，祝您愉快。\n如果您从此评论中删除任何数据，还必须删除通话录音文件，以确保从所有 Zendesk 系统中删除数据。"
    },
    {
      "conversation_id": "57886412297113",
      "created_at": "2026-05-13T13:24:00Z",
      "sender_type": "agent",
      "author_name": "CT-Krizell",
      "channel": "voice",
      "translated_text": "来自 +1 (513) 646-8090 的呼入通话\n通话详情：\n\n来电号码：+1 (513) 646-8090\n拨打号码：+1 (619) 848-0676\n通话时间：2026-05-13 13:07:55 UTC\n地点：美国俄亥俄州辛辛那提\n接听者：CT-Krizell\n通话时长：16 分 3 秒\n收听录音：https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CA8d79ba82b3f996dbc04fd044bc9c45ac/twilio/call/recording"
    },
    {
      "conversation_id": "57886024834073",
      "created_at": "2026-05-13T13:08:17Z",
      "sender_type": "internal",
      "author_name": "Caller +1 (513) 646-8090",
      "channel": "voice",
      "translated_text": "来电号码：+1 (513) 646-8090\n\n拨打号码：+1 (619) 848-0676\n\n通话时间：2026年5月13日 下午1:07:55 UTC"
    }
  ],
  "chinese_reading_text": "标题：与来电者 +1 (513) 646-8090 的通话\n既有分类：误报警/通知延迟\n产品/渠道：BM04 / Agent (Voice/Web)\n客服备注：App 通知延迟/ 待定 (TBS)；订单号 112-5299884-0769802；联系邮箱 theabners21@gmail.com；等待回电决定更换或退款。\n描述：2026-05-13 呼入通话记录。\n会话记录：\n1. [内部摘要] 客户 BM04 监视器在手机端延迟 2 小时通知。已尝试排查 WiFi、App 权限、电池优化、灵敏度等。客户提到时间同步也有问题。客服查到订单处于保修期（2025年12月购），提供更换或先退款后退货方案。客户因家有两名新生儿，暂时无法寄回监视器，决定考虑后回电。\n2. [通话转录] 详细记录了客服确认型号（BM04）、排查网络和 App 设置的过程。客户确认监视器端正常，仅手机 App 延迟。客户提供了订单号 112-5299884-0769802 和邮箱 theadners21@gmail.com。最终客户表示需继续使用设备，暂不处理。\n3. [系统/语音详情] 呼入电话 16 分钟，由 CT-Krizell 接听。",
  "translation_notes": [
    "TBS 在客服笔记中通常指 To Be Settled 或 To Be Solved，此处译为‘待定’或‘待处理’。",
    "客户在提供邮箱时有拼写纠正，最终确认应为 theadners21@gmail.com（注意笔记中写的是 theabners，但录音纠正为 theadners）。"
  ]
}

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  "custom_status_id": 32358772428057,
  "ticket_id": 1255009,
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  "created": "2026-05-13T13:08:17Z",
  "subject": "Call with Caller +1 (513) 646-8090",
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  "ticket": {
    "id": 1255009,
    "subject": "Call with Caller +1 (513) 6...",
    "description": "Call from: +1 (513) 646-8090\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 1:07:55 PM UTC",
    "is_group_public": true,
    "status": "solved",
    "type": "incident",
    "priority": "normal",
    "url": "https://rootglobal.zendesk.com/api/v2/tickets/1255009.json",
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    "last_comment": {
      "id": 57886366512665,
      "body": "Call summary: \n  The customer reported that notifications from their BM04 baby monitor arrive on their phone up to 2 hours late, although the monitor itself works fine and shows alerts immediately.  The main issue is delayed notifications on the phone despite timely monitor alerts; app permissions and phone settings (background data, battery optimization) were verified by customer.  Wi-Fi performance was ruled out as the cause; customer confirmed strong Wi-Fi and multiple router restarts without resolution.  Sensitivity settings on the monitor are adequate, and app has been restarted multiple times.  The customer mentioned time syncing issues with the device as a common unresolved problem.  Customer provided the order number and email; the monitor is under warranty since purchased December 2025.  Agent offered a replacement or full refund under warranty. If refunded, a return label would be sent for product return after refund is processed.  The customer expressed frustration with widespread issues reported online but declined immediate replacement or refund, stating they need the monitor due to having two newborns.  Customer intends to reconsider options and contact support again later.  No resolution completed; case remains open pending customer's decision on warranty service.  \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
      "created_at": "2026-05-13T13:24:27Z",
      "author_id": -1,
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    }
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}

{
  "conversations": [
    {
      "id": 57886366512665,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call summary:**\n\n\n- The customer reported that notifications from their BM04 baby monitor arrive on their phone up to 2 hours late, although the monitor itself works fine and shows alerts immediately.\n- The main issue is delayed notifications on the phone despite timely monitor alerts; app permissions and phone settings (background data, battery optimization) were verified by customer.\n- Wi-Fi performance was ruled out as the cause; customer confirmed strong Wi-Fi and multiple router restarts without resolution.\n- Sensitivity settings on the monitor are adequate, and app has been restarted multiple times.\n- The customer mentioned time syncing issues with the device as a common unresolved problem.\n- Customer provided the order number and email; the monitor is under warranty since purchased December 2025.\n- Agent offered a replacement or full refund under warranty. If refunded, a return label would be sent for product return after refund is processed.\n- The customer expressed frustration with widespread issues reported online but declined immediate replacement or refund, stating they need the monitor due to having two newborns.\n- Customer intends to reconsider options and contact support again later.\n- No resolution completed; case remains open pending customer's decision on warranty service.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call summary:</b></h4><br><ul dir=\"auto\"><li>The customer reported that notifications from their BM04 baby monitor arrive on their phone up to 2 hours late, although the monitor itself works fine and shows alerts immediately.</li><li>The main issue is delayed notifications on the phone despite timely monitor alerts; app permissions and phone settings (background data, battery optimization) were verified by customer.</li><li>Wi-Fi performance was ruled out as the cause; customer confirmed strong Wi-Fi and multiple router restarts without resolution.</li><li>Sensitivity settings on the monitor are adequate, and app has been restarted multiple times.</li><li>The customer mentioned time syncing issues with the device as a common unresolved problem.</li><li>Customer provided the order number and email; the monitor is under warranty since purchased December 2025.</li><li>Agent offered a replacement or full refund under warranty. If refunded, a return label would be sent for product return after refund is processed.</li><li>The customer expressed frustration with widespread issues reported online but declined immediate replacement or refund, stating they need the monitor due to having two newborns.</li><li>Customer intends to reconsider options and contact support again later.</li><li>No resolution completed; case remains open pending customer's decision on warranty service.</li></ul><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
      "plain_body": "Call summary: \n  The customer reported that notifications from their BM04 baby monitor arrive on their phone up to 2 hours late, although the monitor itself works fine and shows alerts immediately.  The main issue is delayed notifications on the phone despite timely monitor alerts; app permissions and phone settings (background data, battery optimization) were verified by customer.  Wi-Fi performance was ruled out as the cause; customer confirmed strong Wi-Fi and multiple router restarts without resolution.  Sensitivity settings on the monitor are adequate, and app has been restarted multiple times.  The customer mentioned time syncing issues with the device as a common unresolved problem.  Customer provided the order number and email; the monitor is under warranty since purchased December 2025.  Agent offered a replacement or full refund under warranty. If refunded, a return label would be sent for product return after refund is processed.  The customer expressed frustration with widespread issues reported online but declined immediate replacement or refund, stating they need the monitor due to having two newborns.  Customer intends to reconsider options and contact support again later.  No resolution completed; case remains open pending customer's decision on warranty service.  \n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
      "public": false,
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      "audit_id": 57886398889113,
      "locale": "en",
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      "created_at": "2026-05-13T13:24:27Z",
      "metadata": {
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    {
      "id": 57886366221337,
      "type": "Comment",
      "author_id": -1,
      "body": "#### **Call transcript:**\n\n\n**00:08** **Customer** Hello?\n**00:13** **Agent** Hello? Can you hear me?\n**00:15** **Customer** Yes.\n**00:18** **Agent** Sorry about that, sir. So once again, sir, I'm Cozy. How can we help?\n**00:26** **Customer** Well, it's kinda cutting in and out, but I'm having issues with we have your guys'\n**00:34** **Agent** Sorry.\n**00:34** **Customer** Monitor. Hello?\n**00:43** **Agent** Yes, sir. A monitored Okay.\n**00:47** **Customer** Yep. We get notified on our phone. Wait. And the notifications come in, like, 2 hours late. Is there a way to change that or something I should do?\n**01:00** **Agent** Okay. I see, sir. But could you please repeat, sir, the problem of your baby monitor?\n**01:06** **Customer** Yeah. The notifications on our phone come in, like, 2 hours after the event happened or, like, the notification of them crying or anything.\n**01:13** **Agent** Mhmm.\n**01:15** **Customer** We're just wondering how to Okay. Prevent that from happening.\n**01:21** **Agent** Okay. So the the notification, sir, it is coming late. Like, it is not indicating, like, 2 hours later, sir. So for that 1, sir, let me just find the troubleshooting for that 1. If and if I may ask, sir, what is the model of your baby monitor?\n**01:44** **Customer** 1 second. I'd I'm I don't have the the\n**02:23** **Agent** mother, sir. But do you have, sir, right now the order number of the baby monitor?\n**02:30** **Customer** The order number? Who has this on Mhmm. Deck? Never mind. I I can't access that right now.\n**02:40** **Customer** I don't I don't know. How does that help me with the tech technical problem?\n**02:47** **Agent** Yes, sir. So for that 1, sir, we're gonna check first the model number so we can provide you, sir, the proper\n**02:54** **Customer** You guys only have 1 baby monitor.\n**02:58** **Agent** To be honest, sir, we do have 4 different kind of models of baby monitor, b m 0 1 to b m 0 4.\n**03:06** **Customer** What was that again?\n**03:09** **Agent** We do have, sir, 4 kinds of baby monitor, BM01 to BM04, sir.\n**03:17** **Customer** I I have 0 4, I believe.\n**03:20** **Agent** Okay. I see. So let me just check that first, sir, and kindly wait for me. Hello, sir?\n**06:23** **Customer** Yeah. Alright,\n**06:25** **Agent** sir. So I have here some guided steps that might resolve the issue. So, again, sir, the main problem of your baby monitor, you are receiving a late notification for about 2 hours late, sir. So first of all, sir, have you tried to check? And are you using, sir, a 2.4 GHz Wi Fi, sir?\n**06:47** **Agent** Yes. Okay.\n**06:53** **Customer** And we\n**06:54** **Agent** And We have a Okay. And have you tried, sir, a ping test, like a Wi Fi test if your Wi Fi is higher than okay. Because sometimes, sir, your network is likely the culprit for this 1. So did you also try, sir, to reboot the router, like, restart the router of your Wi Fi?\n**07:20** **Customer** Yes. The Wi Fi is not the issue at all. Like, we it comes through on the baby monitor itself. No problem. So we wanna be notified on our phone as well.\n**07:34** **Customer** Like, that's why we won with this this had the feature of both. And at first, it worked great, but now it's just it sucks.\n**07:43** **Agent** Alright. I see. So let's move on, sir, to the app and the phone settings. So for this 1, sir, if you are using let's move on, sir, to the app or to the phone settings, sir. Okay.\n**07:58** **Agent** So it is either Android or Android or iOS, sir. Please ensure the monitor app is set to unrestricted or don't optimize. If the system puts the app to sleep, notifications will hang in limbo, sir.\n**08:16** **Customer** Yes. Okay.\n**08:22** **Agent** And, also, sir, did you make sure like, did you ensure the app has permission to use data in the background?\n**08:29** **Customer** Yes.\n**08:34** **Agent** Okay. And did you also restart, sir, the monitor as as well as the the app of the momcozy, sir?\n**08:44** **Customer** Oh, yeah. Multiple times.\n**08:46** **Agent** Oh, alright. How about, sir, of the\n**08:52** **Customer** Go ahead.\n**08:53** **Agent** Okay. How about, sir, see, the monitor sensitivity? If, uh, if the sensitivity is too low, sir, the monitor may wait until a sound or movement reaches a high threshold before triggering, sir, the notification process. So make sure, sir, it is set to medium to high, the sound sensitivity or the motion sensitivity of the monitor.\n**09:21** **Customer** On our on the monitor just fine. We're just having issues, like, coming over to our phone. So we're we're getting the notifications on the monitor. That's not the issue. Sensitivity is all that good.\n**09:32** **Customer** We're not receiving it on our phones. Uh-huh. On your phone, sir. Very common issue. And then, also, the time always gets messed up, and that's also a common issue with this.\n**09:45** **Customer** And seems like no 1 knows how to fix it.\n**09:49** **Agent** Okay. I see. So I guess, sir, that you already tried all of the troubleshooting for that 1 to make it work. And for us, sir, to provide you the warranty for that baby monitor, are you able, sir, to pull up right now the order number so I can check the warranty of that baby monitor?\n**10:08** **Customer** How long is your warranty good for?\n**10:13** **Agent** Yes, sir. If we can get the order number from you, sir, we are able to process a replacement How long? Or a full refund.\n**10:21** **Customer** Uh, let me let me try and look online to see if I purchased it.\n**10:31** **Agent** Okay. Alright, sir.\n**10:33** **Customer** If I give you a serial number, can you look it up on your end?\n**10:38** **Agent** Unfortunately, no, sir. We are unable to locate the order number with the serial number, sir.\n**11:00** **Customer** Order number, I have it right here.\n**11:04** **Agent** Alright. Let me know when you're please?\n**11:07** **Customer** Yes.\n**11:07** **Agent** Yes, sir.\n**11:08** **Customer** 112Hyphen5299884Hyphen0769802.\n**11:30** **Agent** K, sir. And may I also have, sir, your email address, please?\n**11:35** **Customer** Yes. It is the Abner's, t h e\n**11:39** **Agent** D e, Wilson? A\n**11:41** **Customer** I'm telling you right now. T h\n**11:44** **Agent** e Sorry.\n**11:46** **Customer** A b n e r oh, 1 sec.\n**11:53** **Agent** Mhmm.\n**11:53** **Customer** S21@Gmail.com.\n**11:59** **Agent** Okay. Thank you so much for that 1, sir. Let me just repeat that for you. So the first letter, sir, it's c as in Charlie. Is that correct?\n**12:09** **Customer** No. The Abner. So t h e a r I'm sorry. Theadners21@Gmail.com.\n**12:28** **Agent** Okay. Got it, sir. So for now, kindly wait for me once again. I'm just going to check the details of this order number, sir.\n**12:36** **Customer** Yes.\n**13:36** **Agent** Hello, sir?\n**13:37** **Customer** Yes.\n**13:40** **Agent** Alrighty, sir. So upon checking the order details of this 1, you have the b m 0 4 baby monitor, and it is still under our warranty since you've just purchased this, sir, last December 2025. So for now, sir, I'm gonna send you an email so we are an we are able, sir, to provide you the warranty. It's either a replacement or a full refund, sir. Which 1 do you prefer?\n**14:09** **Customer** If I get the refund, do I have to send the baby monitor back?\n**14:16** **Agent** For that 1, sir, our higher support gonna send you the return label, sir, maybe after a week or 2. So you're gonna be receiving the return label in your email, sir.\n**14:30** **Customer** And then I would return the product. Is that what you're getting at?\n**14:35** **Agent** Yes, sir. But you're gonna be receiving the refund first, then you have to return the\n**14:41** **Customer** It's okay. I'll just do if you just I I guess nothing because everyone online has the same issues with this product, and I'm just sorry I ever bought it. But until we have another 1 lined up, we can't go without a baby monitor. We have 2 newborns. So\n**15:00** **Agent** Okay. Okay, sir. So are we gonna process her a replacement? No.\n**15:10** **Customer** I'm just let me think about this, and I guess I'll I'll call back and get through this whole process again later.\n**15:19** **Agent** Sure, sir. Sure, sir. No worries for that, sir. So kindly contact us back.\n**15:27** **Customer** Okay. That's it. Have a good day.\n**15:29** **Agent** Alright. You too, sir. Have a great day.\n\n\n\n* * *\n_If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems_",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\"><h4 dir=\"auto\"><b>Call transcript:</b></h4><br><table><tbody><tr><td style=\"width: 1%; border-style: none;\"><b>00:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello? Can you hear me?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sorry about that, sir. So once again, sir, I'm Cozy. How can we help?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:26</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Well, it's kinda cutting in and out, but I'm having issues with we have your guys'</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sorry.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Monitor. Hello?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, sir. A monitored Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yep. We get notified on our phone. Wait. And the notifications come in, like, 2 hours late. Is there a way to change that or something I should do?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I see, sir. But could you please repeat, sir, the problem of your baby monitor?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. The notifications on our phone come in, like, 2 hours after the event happened or, like, the notification of them crying or anything.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:15</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">We're just wondering how to Okay. Prevent that from happening.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So the the notification, sir, it is coming late. Like, it is not indicating, like, 2 hours later, sir. So for that 1, sir, let me just find the troubleshooting for that 1. If and if I may ask, sir, what is the model of your baby monitor?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">1 second. I'd I'm I don't have the the</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">mother, sir. But do you have, sir, right now the order number of the baby monitor?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">The order number? Who has this on Mhmm. Deck? Never mind. I I can't access that right now.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I don't I don't know. How does that help me with the tech technical problem?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, sir. So for that 1, sir, we're gonna check first the model number so we can provide you, sir, the proper</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">You guys only have 1 baby monitor.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">To be honest, sir, we do have 4 different kind of models of baby monitor, b m 0 1 to b m 0 4.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">What was that again?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">We do have, sir, 4 kinds of baby monitor, BM01 to BM04, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:17</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I I have 0 4, I believe.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I see. So let me just check that first, sir, and kindly wait for me. Hello, sir?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:23</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Alright,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:25</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">sir. So I have here some guided steps that might resolve the issue. So, again, sir, the main problem of your baby monitor, you are receiving a late notification for about 2 hours late, sir. So first of all, sir, have you tried to check? And are you using, sir, a 2.4 GHz Wi Fi, sir?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:47</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And we</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:54</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And We have a Okay. And have you tried, sir, a ping test, like a Wi Fi test if your Wi Fi is higher than okay. Because sometimes, sir, your network is likely the culprit for this 1. So did you also try, sir, to reboot the router, like, restart the router of your Wi Fi?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. The Wi Fi is not the issue at all. Like, we it comes through on the baby monitor itself. No problem. So we wanna be notified on our phone as well.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Like, that's why we won with this this had the feature of both. And at first, it worked great, but now it's just it sucks.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:43</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. I see. So let's move on, sir, to the app and the phone settings. So for this 1, sir, if you are using let's move on, sir, to the app or to the phone settings, sir. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:58</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">So it is either Android or Android or iOS, sir. Please ensure the monitor app is set to unrestricted or don't optimize. If the system puts the app to sleep, notifications will hang in limbo, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:22</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And, also, sir, did you make sure like, did you ensure the app has permission to use data in the background?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. And did you also restart, sir, the monitor as as well as the the app of the momcozy, sir?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, yeah. Multiple times.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:46</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Oh, alright. How about, sir, of the</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Go ahead.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. How about, sir, see, the monitor sensitivity? If, uh, if the sensitivity is too low, sir, the monitor may wait until a sound or movement reaches a high threshold before triggering, sir, the notification process. So make sure, sir, it is set to medium to high, the sound sensitivity or the motion sensitivity of the monitor.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">On our on the monitor just fine. We're just having issues, like, coming over to our phone. So we're we're getting the notifications on the monitor. That's not the issue. Sensitivity is all that good.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:32</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">We're not receiving it on our phones. Uh-huh. On your phone, sir. Very common issue. And then, also, the time always gets messed up, and that's also a common issue with this.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:45</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And seems like no 1 knows how to fix it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:49</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I see. So I guess, sir, that you already tried all of the troubleshooting for that 1 to make it work. And for us, sir, to provide you the warranty for that baby monitor, are you able, sir, to pull up right now the order number so I can check the warranty of that baby monitor?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">How long is your warranty good for?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, sir. If we can get the order number from you, sir, we are able to process a replacement How long? Or a full refund.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Uh, let me let me try and look online to see if I purchased it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:31</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Alright, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:33</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">If I give you a serial number, can you look it up on your end?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>10:38</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Unfortunately, no, sir. We are unable to locate the order number with the serial number, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Order number, I have it right here.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:04</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Let me know when you're please?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">112Hyphen5299884Hyphen0769802.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">K, sir. And may I also have, sir, your email address, please?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. It is the Abner's, t h e</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">D e, Wilson? A</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm telling you right now. T h</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">e Sorry.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:46</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">A b n e r oh, 1 sec.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Mhmm.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">S21@Gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>11:59</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Thank you so much for that 1, sir. Let me just repeat that for you. So the first letter, sir, it's c as in Charlie. Is that correct?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. The Abner. So t h e a r I'm sorry. Theadners21@Gmail.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:28</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Got it, sir. So for now, kindly wait for me once again. I'm just going to check the details of this order number, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>12:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:36</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hello, sir?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:37</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>13:40</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alrighty, sir. So upon checking the order details of this 1, you have the b m 0 4 baby monitor, and it is still under our warranty since you've just purchased this, sir, last December 2025. So for now, sir, I'm gonna send you an email so we are an we are able, sir, to provide you the warranty. It's either a replacement or a full refund, sir. Which 1 do you prefer?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:09</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">If I get the refund, do I have to send the baby monitor back?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">For that 1, sir, our higher support gonna send you the return label, sir, maybe after a week or 2. So you're gonna be receiving the return label in your email, sir.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:30</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And then I would return the product. Is that what you're getting at?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes, sir. But you're gonna be receiving the refund first, then you have to return the</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>14:41</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">It's okay. I'll just do if you just I I guess nothing because everyone online has the same issues with this product, and I'm just sorry I ever bought it. But until we have another 1 lined up, we can't go without a baby monitor. We have 2 newborns. So</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:00</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. Okay, sir. So are we gonna process her a replacement? No.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm just let me think about this, and I guess I'll I'll call back and get through this whole process again later.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:19</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sure, sir. Sure, sir. No worries for that, sir. So kindly contact us back.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. That's it. Have a good day.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>15:29</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. You too, sir. Have a great day.</td></tr></tbody></table><br><hr><i>If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems</i><br></div>",
      "plain_body": "Call transcript: \n00:08CustomerHello?00:13AgentHello? Can you hear me?00:15CustomerYes.00:18AgentSorry about that, sir. So once again, sir, I'm Cozy. How can we help?00:26CustomerWell, it's kinda cutting in and out, but I'm having issues with we have your guys'00:34AgentSorry.00:34CustomerMonitor. Hello?00:43AgentYes, sir. A monitored Okay.00:47CustomerYep. We get notified on our phone. Wait. And the notifications come in, like, 2 hours late. Is there a way to change that or something I should do?01:00AgentOkay. I see, sir. But could you please repeat, sir, the problem of your baby monitor?01:06CustomerYeah. The notifications on our phone come in, like, 2 hours after the event happened or, like, the notification of them crying or anything.01:13AgentMhmm.01:15CustomerWe're just wondering how to Okay. Prevent that from happening.01:21AgentOkay. So the the notification, sir, it is coming late. Like, it is not indicating, like, 2 hours later, sir. So for that 1, sir, let me just find the troubleshooting for that 1. If and if I may ask, sir, what is the model of your baby monitor?01:44Customer1 second. I'd I'm I don't have the the02:23Agentmother, sir. But do you have, sir, right now the order number of the baby monitor?02:30CustomerThe order number? Who has this on Mhmm. Deck? Never mind. I I can't access that right now.02:40CustomerI don't I don't know. How does that help me with the tech technical problem?02:47AgentYes, sir. So for that 1, sir, we're gonna check first the model number so we can provide you, sir, the proper02:54CustomerYou guys only have 1 baby monitor.02:58AgentTo be honest, sir, we do have 4 different kind of models of baby monitor, b m 0 1 to b m 0 4.03:06CustomerWhat was that again?03:09AgentWe do have, sir, 4 kinds of baby monitor, BM01 to BM04, sir.03:17CustomerI I have 0 4, I believe.03:20AgentOkay. I see. So let me just check that first, sir, and kindly wait for me. Hello, sir?06:23CustomerYeah. Alright,06:25Agentsir. So I have here some guided steps that might resolve the issue. So, again, sir, the main problem of your baby monitor, you are receiving a late notification for about 2 hours late, sir. So first of all, sir, have you tried to check? And are you using, sir, a 2.4 GHz Wi Fi, sir?06:47AgentYes. Okay.06:53CustomerAnd we06:54AgentAnd We have a Okay. And have you tried, sir, a ping test, like a Wi Fi test if your Wi Fi is higher than okay. Because sometimes, sir, your network is likely the culprit for this 1. So did you also try, sir, to reboot the router, like, restart the router of your Wi Fi?07:20CustomerYes. The Wi Fi is not the issue at all. Like, we it comes through on the baby monitor itself. No problem. So we wanna be notified on our phone as well.07:34CustomerLike, that's why we won with this this had the feature of both. And at first, it worked great, but now it's just it sucks.07:43AgentAlright. I see. So let's move on, sir, to the app and the phone settings. So for this 1, sir, if you are using let's move on, sir, to the app or to the phone settings, sir. Okay.07:58AgentSo it is either Android or Android or iOS, sir. Please ensure the monitor app is set to unrestricted or don't optimize. If the system puts the app to sleep, notifications will hang in limbo, sir.08:16CustomerYes. Okay.08:22AgentAnd, also, sir, did you make sure like, did you ensure the app has permission to use data in the background?08:29CustomerYes.08:34AgentOkay. And did you also restart, sir, the monitor as as well as the the app of the momcozy, sir?08:44CustomerOh, yeah. Multiple times.08:46AgentOh, alright. How about, sir, of the08:52CustomerGo ahead.08:53AgentOkay. How about, sir, see, the monitor sensitivity? If, uh, if the sensitivity is too low, sir, the monitor may wait until a sound or movement reaches a high threshold before triggering, sir, the notification process. So make sure, sir, it is set to medium to high, the sound sensitivity or the motion sensitivity of the monitor.09:21CustomerOn our on the monitor just fine. We're just having issues, like, coming over to our phone. So we're we're getting the notifications on the monitor. That's not the issue. Sensitivity is all that good.09:32CustomerWe're not receiving it on our phones. Uh-huh. On your phone, sir. Very common issue. And then, also, the time always gets messed up, and that's also a common issue with this.09:45CustomerAnd seems like no 1 knows how to fix it.09:49AgentOkay. I see. So I guess, sir, that you already tried all of the troubleshooting for that 1 to make it work. And for us, sir, to provide you the warranty for that baby monitor, are you able, sir, to pull up right now the order number so I can check the warranty of that baby monitor?10:08CustomerHow long is your warranty good for?10:13AgentYes, sir. If we can get the order number from you, sir, we are able to process a replacement How long? Or a full refund.10:21CustomerUh, let me let me try and look online to see if I purchased it.10:31AgentOkay. Alright, sir.10:33CustomerIf I give you a serial number, can you look it up on your end?10:38AgentUnfortunately, no, sir. We are unable to locate the order number with the serial number, sir.11:00CustomerOrder number, I have it right here.11:04AgentAlright. Let me know when you're please?11:07CustomerYes.11:07AgentYes, sir.11:08Customer112Hyphen5299884Hyphen0769802.11:30AgentK, sir. And may I also have, sir, your email address, please?11:35CustomerYes. It is the Abner's, t h e11:39AgentD e, Wilson? A11:41CustomerI'm telling you right now. T h11:44Agente Sorry.11:46CustomerA b n e r oh, 1 sec.11:53AgentMhmm.11:53CustomerS21@Gmail.com.11:59AgentOkay. Thank you so much for that 1, sir. Let me just repeat that for you. So the first letter, sir, it's c as in Charlie. Is that correct?12:09CustomerNo. The Abner. So t h e a r I'm sorry. Theadners21@Gmail.com.12:28AgentOkay. Got it, sir. So for now, kindly wait for me once again. I'm just going to check the details of this order number, sir.12:36CustomerYes.13:36AgentHello, sir?13:37CustomerYes.13:40AgentAlrighty, sir. So upon checking the order details of this 1, you have the b m 0 4 baby monitor, and it is still under our warranty since you've just purchased this, sir, last December 2025. So for now, sir, I'm gonna send you an email so we are an we are able, sir, to provide you the warranty. It's either a replacement or a full refund, sir. Which 1 do you prefer?14:09CustomerIf I get the refund, do I have to send the baby monitor back?14:16AgentFor that 1, sir, our higher support gonna send you the return label, sir, maybe after a week or 2. So you're gonna be receiving the return label in your email, sir.14:30CustomerAnd then I would return the product. Is that what you're getting at?14:35AgentYes, sir. But you're gonna be receiving the refund first, then you have to return the14:41CustomerIt's okay. I'll just do if you just I I guess nothing because everyone online has the same issues with this product, and I'm just sorry I ever bought it. But until we have another 1 lined up, we can't go without a baby monitor. We have 2 newborns. So15:00AgentOkay. Okay, sir. So are we gonna process her a replacement? No.15:10CustomerI'm just let me think about this, and I guess I'll I'll call back and get through this whole process again later.15:19AgentSure, sir. Sure, sir. No worries for that, sir. So kindly contact us back.15:27CustomerOkay. That's it. Have a good day.15:29AgentAlright. You too, sir. Have a great day.\n If you redact any data from this comment, you must also delete the call recording file to ensure that data is deleted from all Zendesk systems",
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