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"body": "(23:33:17) 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(23:33:31) Heather: After-sales service\n(23:33:34) 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(23:34:05) Heather: My Momcozy air 1 left pump is no longer working\n(23:34:33) Momcozy: Oh no, I’m sorry your Momcozy Air 1 left pump isn’t working! Let’s try a few quick checks together:\n\n 1. Hold the power button for more than 2 seconds to make sure it’s turning on.\n 2. Check the charging points on the pump motor. If it’s new, peel off any protective film.\n 3. Make sure the charging case is fully charged. Remove the pump motor, wait 10 seconds, then put it back—see if the indicator light turns green.\n 4. Try charging the pump motor directly with the magnetic charger and watch for a green light.\n 5. If it still won’t turn on, check for any liquid damage, like milk stains near the seams or suction hole. Stop using it if you spot any.\n\nIf it’s an assembly or suction issue, double-check that all parts are clean, dry, and tightly assembled. Never put the main unit or charger in water or a dishwasher!\n(23:34:38) Momcozy: Thank you so much for reaching out about your Momcozy Air 1 left pump. I hope the troubleshooting steps are helpful! If you ever need more support, I’m always here to help. Wishing you a cozy and wonderful day!\n(23:34:45) Momcozy: How else can I help you today?\n(23:35:27) Heather: It will turn on it’s not suctioning my nipple\n(23:35:46) Momcozy: Thanks for letting me know! If your Momcozy Air 1 pump turns on but isn’t suctioning, let’s try these steps:\n\n * Make sure the pump is fully charged, as low battery can weaken suction.\n * Double-check that it’s set to the correct working mode.\n * Take apart and carefully reassemble all parts—look for any gaps or loose connections in the flange, valve, bottle, or tubing, since even a tiny air leak can affect suction.\n * Inspect the duckbill valve and diaphragm for any cracks, stretching, or improper fit, and replace them if needed.\n * Ensure the flange fits snugly and nothing (like bra fabric or pads) is breaking the seal.\n * Dry any moisture in the tubing and straighten out any kinks.\n * Try reassembling and testing again.\n\nIf it’s still not working, the motor or air outlet may need a closer look!\n(23:37:46) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n(23:37:47) Momcozy: How would you rate your experience?\n\n⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n(23:38:04) Heather: Still not working\n(23:38:10) 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(23:38:11) Momcozy: Do you need me to contact the human customer service for you now?\n\nYES, NO\n(23:38:19) Heather: Yes\n(23:38:23) Momcozy: Transferring to a human agent.\n(23:38:50) 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(23:43:15) Heather uploaded: img_0317.png\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRH03AKMJAZE32RPZAEVC8HP/img_0317.png\nType: image/png\nSize: 780447\n(23:43:42) Heather uploaded: img_0318.png\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRH045EKKZNN8DYSXYTF8VXG/img_0318.png\nType: image/png\nSize: 307773\n(23:45:12) 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\">(23:33:17) 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>(23:33:31) Heather: After-sales service\n<br>(23:33:34) 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>(23:34:05) Heather: My Momcozy air 1 left pump is no longer working\n<br>(23:34:33) Momcozy: Oh no, I’m sorry your Momcozy Air 1 left pump isn’t working! Let’s try a few quick checks together:</p>\n\n<p dir=\"auto\"> 1. Hold the power button for more than 2 seconds to make sure it’s turning on.\n<br> 2. Check the charging points on the pump motor. If it’s new, peel off any protective film.\n<br> 3. Make sure the charging case is fully charged. Remove the pump motor, wait 10 seconds, then put it back—see if the indicator light turns green.\n<br> 4. Try charging the pump motor directly with the magnetic charger and watch for a green light.\n<br> 5. If it still won’t turn on, check for any liquid damage, like milk stains near the seams or suction hole. Stop using it if you spot any.</p>\n\n<p dir=\"auto\">If it’s an assembly or suction issue, double-check that all parts are clean, dry, and tightly assembled. Never put the main unit or charger in water or a dishwasher!\n<br>(23:34:38) Momcozy: Thank you so much for reaching out about your Momcozy Air 1 left pump. I hope the troubleshooting steps are helpful! If you ever need more support, I’m always here to help. Wishing you a cozy and wonderful day!\n<br>(23:34:45) Momcozy: How else can I help you today?\n<br>(23:35:27) Heather: It will turn on it’s not suctioning my nipple\n<br>(23:35:46) Momcozy: Thanks for letting me know! If your Momcozy Air 1 pump turns on but isn’t suctioning, let’s try these steps:</p>\n\n<p dir=\"auto\"> * Make sure the pump is fully charged, as low battery can weaken suction.\n<br> * Double-check that it’s set to the correct working mode.\n<br> * Take apart and carefully reassemble all parts—look for any gaps or loose connections in the flange, valve, bottle, or tubing, since even a tiny air leak can affect suction.\n<br> * Inspect the duckbill valve and diaphragm for any cracks, stretching, or improper fit, and replace them if needed.\n<br> * Ensure the flange fits snugly and nothing (like bra fabric or pads) is breaking the seal.\n<br> * Dry any moisture in the tubing and straighten out any kinks.\n<br> * Try reassembling and testing again.</p>\n\n<p dir=\"auto\">If it’s still not working, the motor or air outlet may need a closer look!\n<br>(23:37:46) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n<br>(23:37:47) Momcozy: How would you rate your experience?</p>\n\n<p dir=\"auto\">⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n<br>(23:38:04) Heather: Still not working\n<br>(23:38:10) 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>(23:38:11) Momcozy: Do you need me to contact the human customer service for you now?</p>\n\n<p dir=\"auto\">YES, NO\n<br>(23:38:19) Heather: Yes\n<br>(23:38:23) Momcozy: Transferring to a human agent.\n<br>(23:38:50) 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>(23:43:15) Heather uploaded: img_0317.png\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRH03AKMJAZE32RPZAEVC8HP/img_0317.png\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRH03AKMJAZE32RPZAEVC8HP/img_0317.png</a>\n<br>Type: image/png\n<br>Size: 780447\n<br>(23:43:42) Heather uploaded: img_0318.png\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRH045EKKZNN8DYSXYTF8VXG/img_0318.png\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRH045EKKZNN8DYSXYTF8VXG/img_0318.png</a>\n<br>Type: image/png\n<br>Size: 307773\n<br>(23:45:12) 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": "(23:33:17) 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(23:33:31) Heather: After-sales service\n\n(23:33:34) 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(23:34:05) Heather: My Momcozy air 1 left pump is no longer working\n\n(23:34:33) Momcozy: Oh no, I’m sorry your Momcozy Air 1 left pump isn’t working! Let’s try a few quick checks together: \n\n 1. Hold the power button for more than 2 seconds to make sure it’s turning on.\n\n 2. Check the charging points on the pump motor. If it’s new, peel off any protective film.\n\n 3. Make sure the charging case is fully charged. Remove the pump motor, wait 10 seconds, then put it back—see if the indicator light turns green.\n\n 4. Try charging the pump motor directly with the magnetic charger and watch for a green light.\n\n 5. If it still won’t turn on, check for any liquid damage, like milk stains near the seams or suction hole. Stop using it if you spot any. \n\n If it’s an assembly or suction issue, double-check that all parts are clean, dry, and tightly assembled. Never put the main unit or charger in water or a dishwasher!\n\n(23:34:38) Momcozy: Thank you so much for reaching out about your Momcozy Air 1 left pump. I hope the troubleshooting steps are helpful! If you ever need more support, I’m always here to help. Wishing you a cozy and wonderful day!\n\n(23:34:45) Momcozy: How else can I help you today?\n\n(23:35:27) Heather: It will turn on it’s not suctioning my nipple\n\n(23:35:46) Momcozy: Thanks for letting me know! If your Momcozy Air 1 pump turns on but isn’t suctioning, let’s try these steps: \n\n * Make sure the pump is fully charged, as low battery can weaken suction.\n\n * Double-check that it’s set to the correct working mode.\n\n * Take apart and carefully reassemble all parts—look for any gaps or loose connections in the flange, valve, bottle, or tubing, since even a tiny air leak can affect suction.\n\n * Inspect the duckbill valve and diaphragm for any cracks, stretching, or improper fit, and replace them if needed.\n\n * Ensure the flange fits snugly and nothing (like bra fabric or pads) is breaking the seal.\n\n * Dry any moisture in the tubing and straighten out any kinks.\n\n * Try reassembling and testing again. \n\n If it’s still not working, the motor or air outlet may need a closer look!\n\n(23:37:46) Momcozy: Thank you for your inquiry. We haven't received any new messages from you at present. If you have any other questions, we will continue to serve you.\n\n(23:37:47) Momcozy: How would you rate your experience? \n\n ⭐⭐⭐⭐⭐, ⭐⭐⭐⭐, ⭐⭐⭐, ⭐⭐, ⭐, NOT NOW\n\n(23:38:04) Heather: Still not working\n\n(23:38:10) 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(23:38:11) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(23:38:19) Heather: Yes\n\n(23:38:23) Momcozy: Transferring to a human agent.\n\n(23:38:50) 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(23:43:15) Heather uploaded: img_0317.png\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRH03AKMJAZE32RPZAEVC8HP/img_0317.png\n\nType: image/png\n\nSize: 780447\n\n(23:43:42) Heather uploaded: img_0318.png\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRH045EKKZNN8DYSXYTF8VXG/img_0318.png\n\nType: image/png\n\nSize: 307773\n\n(23:45:12) 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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