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"body": "(22:32:29) 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(22:34:36) Web User 6a048b7c8f0cca323c4a2f04: After-sales service\n(22:34:40) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n(22:35:44) Web User 6a048b7c8f0cca323c4a2f04: The light on one of my pumps stopped working. The light that let's me know if the pump is on or not, is that covered under warrenty?\n(22:35:51) Momcozy: I’m here to help! Would you like me to walk you through some quick steps to check the pump light, or are you mainly wondering if this is covered by your warranty?\n(22:36:20) Web User 6a048b7c8f0cca323c4a2f04: Both would be great\n(22:36:28) Momcozy: Absolutely! I’ll help you troubleshoot the pump light and check if this is covered by your warranty.\n(22:36:34) Momcozy: Could you please share the exact model or product name of your breast pump? This will help me give you the best troubleshooting tips and check the warranty details for you!\n(22:37:10) Web User 6a048b7c8f0cca323c4a2f04: Air 1 modle\n(22:37:31) Momcozy: Let’s try some quick steps for your Air 1 pump!\n\n 1. Press and hold the power button for over 2 seconds to make sure it’s turning on properly.\n 2. Check the charging points on the bottom of the pump motor and ensure they’re clean. If your pump is new, peel off any protective film.\n 3. Try the charging case: make sure it’s fully charged (all 4 white lights on), remove the pump motor, wait 10 seconds, then place it back in and see if the indicator turns green.\n 4. Use the magnetic charger from the box to charge the pump motor directly and check if the light turns green.\n 5. If charging works but the pump won’t turn on, the power button might be the issue.\n 6. If none of these help, check for liquid damage like milk stains near seams or the suction hole. If you spot any, stop using the pump and contact customer support.\n(22:38:56) Web User 6a048b7c8f0cca323c4a2f04: The pump turns on, the light just doesn't turn on\n(22:39:02) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n(22:39:03) Momcozy: Do you need me to contact the human customer service for you now?\n\nYES, NO\n(22:39:57) Web User 6a048b7c8f0cca323c4a2f04: Yes\n(22:40:01) Momcozy: Could you please let me know your name and email address?\n(22:40:11) Web User 6a048b7c8f0cca323c4a2f04: name: Ashley Boyer\nemail: ashleyvansambeek@gmail.com\n(22:40:15) Momcozy: Transferring to a human agent.\n(22:41:15) 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 \nIn addition, could you please send us a short video showing the issue? This will help us better understand the problem and ensure we offer the most suitable solution.\n \nThank you for your cooperation and understanding.\n(22:42:31) Ashley Boyer uploaded: Screenshot_20260513_094219_Chrome.jpg\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRGWM3TQP5B92RHK4XAFZ45H/Screenshot_20260513_094219_Chrome.jpg\nType: image/jpeg\nSize: 337676\n(22:43:39) Ashley Boyer: The pump turns on, but the light doesn't \n(22:43:53) Momcozy Dian: We hope this message finds you well. 💛\n \nThank you so much for reaching out to us and for giving us the chance to assist you—we truly appreciate it.\n \nTo make sure you get the most accurate and timely support, we’ve forwarded your request to our specialized team. They’ll carefully review your case and provide you with a detailed response.\n \nWe kindly ask for your patience, and you can expect to hear back from us within 24 hours on a business day.\n \nThank you again for your understanding and trust in Momcozy. We’re always here to support you and are committed to ensuring you have the best experience with us.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(22:32:29) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.</p>\n\n<p dir=\"auto\">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<br>(22:34:36) Web User 6a048b7c8f0cca323c4a2f04: After-sales service\n<br>(22:34:40) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n<br>(22:35:44) Web User 6a048b7c8f0cca323c4a2f04: The light on one of my pumps stopped working. The light that let's me know if the pump is on or not, is that covered under warrenty?\n<br>(22:35:51) Momcozy: I’m here to help! Would you like me to walk you through some quick steps to check the pump light, or are you mainly wondering if this is covered by your warranty?\n<br>(22:36:20) Web User 6a048b7c8f0cca323c4a2f04: Both would be great\n<br>(22:36:28) Momcozy: Absolutely! I’ll help you troubleshoot the pump light and check if this is covered by your warranty.\n<br>(22:36:34) Momcozy: Could you please share the exact model or product name of your breast pump? This will help me give you the best troubleshooting tips and check the warranty details for you!\n<br>(22:37:10) Web User 6a048b7c8f0cca323c4a2f04: Air 1 modle\n<br>(22:37:31) Momcozy: Let’s try some quick steps for your Air 1 pump!</p>\n\n<p dir=\"auto\"> 1. Press and hold the power button for over 2 seconds to make sure it’s turning on properly.\n<br> 2. Check the charging points on the bottom of the pump motor and ensure they’re clean. If your pump is new, peel off any protective film.\n<br> 3. Try the charging case: make sure it’s fully charged (all 4 white lights on), remove the pump motor, wait 10 seconds, then place it back in and see if the indicator turns green.\n<br> 4. Use the magnetic charger from the box to charge the pump motor directly and check if the light turns green.\n<br> 5. If charging works but the pump won’t turn on, the power button might be the issue.\n<br> 6. If none of these help, check for liquid damage like milk stains near seams or the suction hole. If you spot any, stop using the pump and contact customer support.\n<br>(22:38:56) Web User 6a048b7c8f0cca323c4a2f04: The pump turns on, the light just doesn't turn on\n<br>(22:39:02) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n<br>(22:39:03) Momcozy: Do you need me to contact the human customer service for you now?</p>\n\n<p dir=\"auto\">YES, NO\n<br>(22:39:57) Web User 6a048b7c8f0cca323c4a2f04: Yes\n<br>(22:40:01) Momcozy: Could you please let me know your name and email address?\n<br>(22:40:11) Web User 6a048b7c8f0cca323c4a2f04: name: Ashley Boyer\n<br>email: <a href=\"mailto:ashleyvansambeek@gmail.com\" rel=\"noreferrer\">ashleyvansambeek@gmail.com</a>\n<br>(22:40:15) Momcozy: Transferring to a human agent.\n<br>(22:41:15) 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> \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> \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> \n<br>In addition, could you please send us a short video showing the issue? This will help us better understand the problem and ensure we offer the most suitable solution.\n<br> \n<br>Thank you for your cooperation and understanding.\n<br>(22:42:31) Ashley Boyer uploaded: Screenshot_20260513_094219_Chrome.jpg\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRGWM3TQP5B92RHK4XAFZ45H/Screenshot_20260513_094219_Chrome.jpg\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRGWM3TQP5B92RHK4XAFZ45H/Screenshot_20260513_094219_Chrome.jpg</a>\n<br>Type: image/jpeg\n<br>Size: 337676\n<br>(22:43:39) Ashley Boyer: The pump turns on, but the light doesn't \n<br>(22:43:53) Momcozy Dian: We hope this message finds you well. 💛\n<br> \n<br>Thank you so much for reaching out to us and for giving us the chance to assist you—we truly appreciate it.\n<br> \n<br>To make sure you get the most accurate and timely support, we’ve forwarded your request to our specialized team. They’ll carefully review your case and provide you with a detailed response.\n<br> \n<br>We kindly ask for your patience, and you can expect to hear back from us within 24 hours on a business day.\n<br> \n<br>Thank you again for your understanding and trust in Momcozy. We’re always here to support you and are committed to ensuring you have the best experience with us.</p></div>",
"plain_body": "(22:32:29) 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(22:34:36) Web User 6a048b7c8f0cca323c4a2f04: After-sales service\n\n(22:34:40) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n\n(22:35:44) Web User 6a048b7c8f0cca323c4a2f04: The light on one of my pumps stopped working. The light that let's me know if the pump is on or not, is that covered under warrenty?\n\n(22:35:51) Momcozy: I’m here to help! Would you like me to walk you through some quick steps to check the pump light, or are you mainly wondering if this is covered by your warranty?\n\n(22:36:20) Web User 6a048b7c8f0cca323c4a2f04: Both would be great\n\n(22:36:28) Momcozy: Absolutely! I’ll help you troubleshoot the pump light and check if this is covered by your warranty.\n\n(22:36:34) Momcozy: Could you please share the exact model or product name of your breast pump? This will help me give you the best troubleshooting tips and check the warranty details for you!\n\n(22:37:10) Web User 6a048b7c8f0cca323c4a2f04: Air 1 modle\n\n(22:37:31) Momcozy: Let’s try some quick steps for your Air 1 pump! \n\n 1. Press and hold the power button for over 2 seconds to make sure it’s turning on properly.\n\n 2. Check the charging points on the bottom of the pump motor and ensure they’re clean. If your pump is new, peel off any protective film.\n\n 3. Try the charging case: make sure it’s fully charged (all 4 white lights on), remove the pump motor, wait 10 seconds, then place it back in and see if the indicator turns green.\n\n 4. Use the magnetic charger from the box to charge the pump motor directly and check if the light turns green.\n\n 5. If charging works but the pump won’t turn on, the power button might be the issue.\n\n 6. If none of these help, check for liquid damage like milk stains near seams or the suction hole. If you spot any, stop using the pump and contact customer support.\n\n(22:38:56) Web User 6a048b7c8f0cca323c4a2f04: The pump turns on, the light just doesn't turn on\n\n(22:39:02) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n\n(22:39:03) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(22:39:57) Web User 6a048b7c8f0cca323c4a2f04: Yes\n\n(22:40:01) Momcozy: Could you please let me know your name and email address?\n\n(22:40:11) Web User 6a048b7c8f0cca323c4a2f04: name: Ashley Boyer\n\nemail: ashleyvansambeek@gmail.com\n\n(22:40:15) Momcozy: Transferring to a human agent.\n\n(22:41:15) 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 \n\nIn addition, could you please send us a short video showing the issue? This will help us better understand the problem and ensure we offer the most suitable solution.\n\n \n\nThank you for your cooperation and understanding.\n\n(22:42:31) Ashley Boyer uploaded: Screenshot_20260513_094219_Chrome.jpg\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRGWM3TQP5B92RHK4XAFZ45H/Screenshot_20260513_094219_Chrome.jpg\n\nType: image/jpeg\n\nSize: 337676\n\n(22:43:39) Ashley Boyer: The pump turns on, but the light doesn't \n\n(22:43:53) Momcozy Dian: We hope this message finds you well. 💛\n\n \n\nThank you so much for reaching out to us and for giving us the chance to assist you—we truly appreciate it.\n\n \n\nTo make sure you get the most accurate and timely support, we’ve forwarded your request to our specialized team. They’ll carefully review your case and provide you with a detailed response.\n\n \n\nWe kindly ask for your patience, and you can expect to hear back from us within 24 hours on a business day.\n\n \n\nThank you again for your understanding and trust in Momcozy. We’re always here to support you and are committed to ensuring you have the best experience with us.",
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