更多原始信息
提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1255518",
"subject": "Re: Momcozy Re: RE: Email subject Defective Breast Pump Replacement Issue",
"description": "This is a follow-up to your previous request #1216630 \"RE: Email subject Defective...\"\n\nDear MOMCOZY\n\nThe serial number (SN) of the device\nYour complete shipping information:BP223 inputs 5V==2A 2BENK-BP223\nName:Karolin Trockels\nStreet Address:Carrer Oliveres 9\nCity:Sant pere de ribes\nState/Province:Barcelona\nCountry: España\nZip Code: 08810\nContact Number: 633678827\n\nKAROLIN T\nOnce we receive these details, we will immediately proceed with the replacement process.\n\nWe appreciate your patience and are committed to finding a proper solution for you.\n\nWarm regards,\nMomcozy Customer Support Team 💛\n\nThis email is a service from Momcozy. Delivered by Zendesk \n\nOn May 4, 2026 at 10:18:24 AM UTC, Karolin Trockels karolin.trockels@outlook.es wrote:\nDear Customer Support Team,\nI am contacting you regarding the breast pump for which we previously received a replacement.\nWe have carried out several tests, and unfortunately, the replacement unit presents the same issue. It works correctly at the beginning; however, after a short period of use, the suction power gradually decreases until it no longer functions effectively. This makes the product unusable for its intended purpose.\nWe have carefully followed all usage and cleaning instructions, so we believe this is a product defect.\nAs this is now the second faulty unit, we kindly request a definitive solution, either a replacement with a properly functioning unit or a full refund.\nWe look forward to your prompt response.\nKind regards,\nKarolin\n________________________________\nDe: Support \nEnviado: domingo, 3 de mayo de 2026 15:01\nPara: Karolin Trockels \nAsunto: From Momcozy: How would you rate the support you received? Request #1216630\n\nHello Karolin Trockels,\n\nWe truly appreciate your experience with Momcozy, and we would love to hear your thoughts! Whenever you have a moment, please click the link below to share your feelings with us.\n\nHow would you rate the support you received?\n\n😀 \nVery Satisfied \n😊 \nSatisfied \n😐 \nNeutral \n😟 \nDissatisfied \n😞 \nVery Dissatisfied \n\nHere's a reminder of what this request was about:\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nLindsay (Momcozy)\n\nApr 29, 2026, 21:07 GMT+8\n\nHello,\n\nThank you for sharing your experience with us. We sincerely apologize for the inconvenience you've encountered and truly appreciate you taking the time to provide this valuable feedback.\n\nWe've helped other mothers resolve similar concerns through some simple checks. Would you mind trying these steps with me?\n\nLet's start with two quick tests:\n• Please disassemble the motor from the milk bowl. Place your thumb over the motor's suction port and test the suction at both level 1 and level 9 - you should feel a noticeable difference in strength.\n• If you have two pumps, try switching the motors between the collection cups. This helps determine if the issue is with the motor or the accessories.\n\nIf the motor is working properly, here's how to check the accessories:\n• Inspect the seal: Please ensure the silicone diaphragm and valve are properly installed and undamaged. You can refer to our instructional video for guidance. Sometimes simply reinstalling the flange and accessories can restore normal suction.\nVideo: https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0\n• Consider accessory age: Silicone parts naturally wear over time. For optimal performance, we recommend replacing them every 1-3 months. To ensure compatibility, we suggest purchasing from our official store.\n• Check your fit: As your body changes, so might your flange needs. Measuring your nipple size when erect helps ensure you're using the most comfortable and effective size.\n• Ensure proper wear: A supportive, full-coverage nursing bra helps maintain a secure seal. Make sure the flange sits flush against your breast during use.\n\nWe know troubleshooting can feel frustrating, and we're here to support you through this process. If these steps don't resolve the issue, photos of your pump motors (showing manufacturer details) and any parts from our official store would be very helpful.\n\nTo better analyze the issue you're experiencing, please provide:\nA photo of bottom of motor to let us get the SN and model number :\nUDI (Unique Device Identifier) information located on the bottom of the box.\nIf your order is from our official stores and it is still in warranty, we'll be happy to arrange a replacement.\n\nPlease provide your shipping details:\nName:\nStreet Address:\nCity, State, Country, Zipcode:\nContact Number:\n\nWe're committed to ensuring you have the best possible experience with our products. Thank you for your patience and partnership in resolving this.\n\nKind regards,\nMomcozy Customer Support Team 💛\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nKarolin Trockels\n\nApr 29, 2026, 18:21 GMT+8\n\nDear Customer Support Team,\nI am contacting you regarding a breast pump for which we previously received a replacement.\nUnfortunately, the replacement unit has the same issue: it works properly at the beginning, but after a short period of use, the suction gradually decreases until it no longer functions effectively. This makes the product unusable for its intended purpose.\nWe have carefully followed all usage and cleaning instructions, so we believe this is a product defect.\nAs this is now the second faulty unit, we kindly request a definitive solution, either a replacement with a properly functioning unit or a full refund.\nWe look forward to your prompt response.\nKind regards,\n\n________________________________\nVon: Momcozy \nGesendet: Wednesday, July 30, 2025 2:06:49 PM\nAn: Karolin Trockels \nBetreff: Email subject\n\n \n\nMomcozy - US \n\nYour order is on the way!\n\nHi Karolin,\nWe're excited to tell you that your order has been shipped and your items should be with you soon! If you have any questions or need assistance, feel free to reply to this email anytime.\n\nOrder number: 1081120\nOrder date:2025-07-29 at 03:57\n\nWhat's been shipped\n\nItems (1)\n,,,\nShipment status Pending\n[Image was deleted or changed] \nMomcozy Mobile Flow™ Hands-Free Breast Pump | M9 1.0\nSingle / Cozy Red / EU\nx1\n$0.00\n$159.99\nShipped with Deutsche Post DHL\nTracking number CI742357659DE\nView tracking page\nNo longer want to receive these emails?\nUnsubscribe \n\nWe're committed to continuously enhancing our products and ensuring that we provide our customers with top-notch service.\nThank you so much for your support and for reaching out to us!\n\nSupport team from Momcozy\n\nThis email is a service from Momcozy. Delivered by Zendesk \n\n[LYWEVG-3V2NN]\n[LYWEVG-3V2NN]",
"status": "open",
"priority": "high",
"product_model": "milk pump::Momcozy::M9",
"created_at": "2026-05-13T15:35:35Z",
"updated_at": "2026-05-13T15:35:35Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "Weak",
"agents_notes": "Weak",
"category_field_id": "34154549939865",
"category_name": "CPI::Weak suction",
"category_value": "cpi__weak_suction",
"category_zh": "吸力弱"
},
"channel_summary": {
"local_channel": "Agent",
"conversation_channels": {
"web": 1
}
},
"messages": [
{
"conversation_id": "57888827243033",
"type": "Comment",
"created_at": "2026-05-13T15:35:35Z",
"author_id": "57443074688153",
"author_name": "Karolin Trockels",
"author_role": "end-user",
"sender_type": "customer",
"channel": "web",
"public": true,
"recording_type": "",
"text": "This is a follow-up to your previous request #1216630 \"RE: Email subject Defective...\" \nDear MOMCOZY \n \n \n \n \n\nThe serial number (SN) of the device\n\nYour complete shipping information:BP223 inputs 5V==2A 2BENK-BP223\n\nName:Karolin Trockels\n\nStreet Address:Carrer Oliveres 9\n\nCity:Sant pere de ribes\n\nState/Province:Barcelona\n\nCountry: España\n\nZip Code: 08810\n\nContact Number: 633678827\n\n \n \n\n \n \nKAROLIN T\n\nOnce we receive these details, we will immediately proceed with the replacement process.\n\n \n\nWe appreciate your patience and are committed to finding a proper solution for you.\n\n \n\nWarm regards,\n\nMomcozy Customer Support Team 💛 \n\n \nThis email is a service from Momcozy. Delivered by\nZendesk \n\n On May 4, 2026 at 10:18:24 AM UTC, Karolin Trockels karolin.trockels@outlook.es wrote: \n \n \nDear Customer Support Team, \n \nI am contacting you regarding the breast pump for which we previously received a replacement. \n \nWe have carried out several tests, and unfortunately, the replacement unit presents the same issue. It works correctly at the beginning; however, after a short period of use, the suction power gradually decreases until it no longer functions effectively. This\n makes the product unusable for its intended purpose. \n \nWe have carefully followed all usage and cleaning instructions, so we believe this is a product defect. \n \nAs this is now the second faulty unit, we kindly request a definitive solution, either a replacement with a properly functioning unit or a full refund. \n \nWe look forward to your prompt response. \n \nKind regards, \n \nKarolin"
}
]
}
翻译 JSON
{
"translated_subject": "Re: Momcozy 关于有缺陷吸乳器更换问题的回复",
"translated_description": "这是对您之前请求 #1216630 “RE: 邮件主题 有缺陷的...”的跟进\n\n亲爱的 MOMCOZY\n\n设备的序列号 (SN)\n您的完整收货信息：BP223 输入 5V==2A 2BENK-BP223\n姓名：Karolin Trockels\n街道地址：Carrer Oliveres 9\n城市：Sant pere de ribes\n州/省：Barcelona\n国家：España\n邮编：08810\n联系电话：633678827\n\nKAROLIN T\n一旦我们收到这些详细信息，我们将立即进行更换流程。\n\n我们感谢您的耐心，并致力于为您找到合适的解决方案。\n\n诚挚的问候，\nMomcozy 客户支持团队 💛\n\n此邮件是来自 Momcozy 的服务。由 Zendesk 发送。\n\n在 2026 年 5 月 4 日上午 10:18:24 (UTC)，Karolin Trockels karolin.trockels@outlook.es 写道：\n亲爱的客户支持团队，\n我正在就我们之前收到更换件的吸乳器与您联系。\n我们已经进行了多次测试，不幸的是，更换后的设备也出现了同样的问题。它在开始时工作正常；然而，使用一小段时间后，吸力会逐渐减小，直到无法有效运作。这使得该产品无法达到其预期用途。\n我们严格遵守了所有使用和清洗说明，因此我们认为这是一个产品缺陷。\n由于这已经是第二个故障单元，我们恳请给出一个明确的解决方案，要么更换一个能够正常工作的单元，要么全额退款。\n期待您的及时回复。\n顺致谢意，\nKarolin\n________________________________\n发件人: Support \n发送时间: 2026 年 5 月 3 日，星期日 15:01\n收件人: Karolin Trockels \n主题: 来自 Momcozy：您如何评价收到的支持？请求 #1216630\n\n您好 Karolin Trockels，\n\n我们非常珍惜您在 Momcozy 的体验，并希望听到您的想法！如果您有时间，请点击下方链接与我们分享您的感受。\n\n您如何评价收到的支持？\n\n😀 非常满意\n😊 满意\n😐 中立\n😟 不满意\n😞 非常不满意\n\n以下是此请求相关内容的提醒：\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nLindsay (Momcozy)\n\n2026 年 4 月 29 日, 21:07 GMT+8\n\n您好，\n\n感谢您与我们分享您的经历。对于您遇到的不便，我们深表歉意，并衷心感谢您抽出时间提供这些宝贵的反馈。\n\n我们曾通过一些简单的检查帮助其他母亲解决了类似的疑虑。您介意跟我一起尝试这些步骤吗？\n\n让我们从两个快速测试开始：\n• 请将马达从奶碗上拆下。将拇指放在马达的吸气口上，分别测试 1 档和 9 档的吸力——您应该能感觉到明显的力度差异。\n• 如果您有两个吸乳器，请尝试在收集杯之间交换马达。这有助于确定问题出在马达还是配件上。\n\n如果马达工作正常，请按以下步骤检查配件：\n• 检查密封：请确保硅胶隔膜和阀门安装正确且未损坏。您可以参考我们的说明视频获取指导。有时只需重新安装喇叭罩和配件即可恢复正常吸力。\n视频：https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0\n• 考虑配件使用年限：硅胶部件会随着时间自然磨损。为了获得最佳性能，我们建议每 1-3 个月更换一次。为确保兼容性，建议从我们的官方商店购买。\n• 检查尺寸：随着身体的变化，您对喇叭罩的需求也可能发生变化。在勃起时测量乳头尺寸有助于确保您使用最舒适有效的尺寸。\n• 确保正确佩戴：具有支撑力的全覆盖哺乳内衣有助于保持稳固的密封。确保使用时喇叭罩与乳房平贴。\n\n我们知道排查故障可能会让人感到沮丧，我们在这里支持您度过这个过程。如果这些步骤不能解决问题，提供您的吸乳器马达照片（显示制造商详情）以及从我们官方商店购买的任何零件的照片将会非常有帮助。\n\n为了更好地分析您遇到的问题，请提供：\n一张马达底部的照片，以便我们获取序列号 (SN) 和型号：\n位于包装盒底部的 UDI（唯一设备识别码）信息。\n如果您的订单来自我们的官方商店且仍在保修期内，我们将很乐意为您安排更换。\n\n请提供您的收货详情：\n姓名：\n街道地址：\n城市、州、国家、邮编：\n联系电话：\n\n我们致力于确保您在我们的产品中获得最佳体验。感谢您的耐心和配合解决此问题。\n\n顺致谢意，\nMomcozy 客户支持团队 💛\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nKarolin Trockels\n\n2026 年 4 月 29 日, 18:21 GMT+8\n\n亲爱的客户支持团队，\n我正在就我们之前收到更换件的吸乳器与您联系。\n不幸的是，更换后的设备存在同样的问题：开始时工作正常，但使用一小段时间后，吸力逐渐减小，直到无法有效运作。这使得该产品无法达到其预期用途。\n我们严格遵守了所有使用和 cleaning 说明，因此我们认为这是一个产品缺陷。\n由于这已经是第二个故障单元，我们恳请给出一个明确的解决方案，要么更换一个能够正常工作的单元，要么全额退款。\n期待您的及时回复。\n顺致谢意，\n\n________________________________\n发件人: Momcozy \n发送时间: 2025 年 7 月 30 日，星期三 2:06:49 PM\n收件人: Karolin Trockels \n主题: Email subject\n\nMomcozy - 美国 \n\n您的订单正在运送途中！\n\n您好 Karolin，\n我们很高兴地告诉您，您的订单已发货，您的商品很快就会送达！如果您有任何问题或需要帮助，请随时回复此邮件。\n\n订单号：1081120\n下单日期：2025-07-29 03:57\n\n已发货清单\n\n商品 (1)\n,,,\n物流状态：待定\n[图片已删除或更改] \nMomcozy Mobile Flow™ 穿戴式吸乳器 | M9 1.0\n单边 / 舒适红 / 欧规 (EU)\nx1\n$0.00\n$159.99\n通过 Deutsche Post DHL 发货\n运单号：CI742357659DE\n查看物流页面\n不再想收到此类邮件？\n取消订阅 \n\n我们致力于不断改进我们的产品，并确保为客户提供一流的服务。\n非常感谢您的支持和联系！\n\nMomcozy 支持团队\n\n此邮件是来自 Momcozy 的服务。由 Zendesk 发送。\n\n[LYWEVG-3V2NN]\n[LYWEVG-3V2NN]",
"translated_agents_notes": "吸力弱",
"translated_category_label": "吸力弱 (Weak suction)",
"translated_messages": [
{
"conversation_id": "57888827243033",
"created_at": "2026-05-13T15:35:35Z",
"sender_type": "customer",
"author_name": "Karolin Trockels",
"channel": "web",
"translated_text": "这是对您之前请求 #1216630 “RE: 邮件主题 有缺陷的...”的跟进\n亲爱的 MOMCOZY\n\n设备的序列号 (SN)\n\n您的完整收货信息：BP223 输入 5V==2A 2BENK-BP223\n\n姓名：Karolin Trockels\n\n街道地址：Carrer Oliveres 9\n\n城市：Sant pere de ribes\n\n州/省：Barcelona\n\n国家：España\n\n邮编：08810\n\n联系电话：633678827\n\nKAROLIN T\n\n一旦我们收到这些详细信息，我们将立即进行更换流程。\n\n我们感谢您的耐心，并致力于为您找到合适的解决方案。\n\n诚挚的问候，\n\nMomcozy 客户支持团队 💛\n\n此邮件是来自 Momcozy 的服务。由 Zendesk 发送。\n\n在 2026 年 5 月 4 日上午 10:18:24 (UTC)，Karolin Trockels karolin.trockels@outlook.es 写道：\n\n亲爱的客户支持团队，\n\n我正在就我们之前收到更换件的吸乳器与您联系。\n\n我们已经进行了多次测试，不幸的是，更换后的设备也出现了同样的问题。它在开始时工作正常；然而，使用一小段时间后，吸力会逐渐减小，直到无法有效运作。这使得该产品无法达到其预期用途。\n\n我们严格遵守了所有使用和清洗说明，因此我们认为这是一个产品缺陷。\n\n由于这已经是第二个故障单元，我们恳请给出一个明确的解决方案，要么更换一个能够正常工作的单元，要么全额退款。\n\n期待您的及时回复。\n\n顺致谢意，\n\nKarolin"
}
],
"chinese_reading_text": "标题：Re: Momcozy 关于有缺陷吸乳器更换问题的回复\n既有分类：吸力弱 (CPI::Weak suction)\n产品/渠道：milk pump::Momcozy::M9 / Agent (web)\n客服备注：吸力弱\n描述：客户反馈更换后的 M9 吸乳器再次出现吸力随使用时间逐渐减弱的问题，并提供了收货信息（Karolin Trockels, 西班牙巴塞罗那）和 SN 相关信息 (BP223)。客户要求更换或全额退款。包含历史排查记录和订单 1081120 的发货信息。\n对话翻译：\n[2026-05-13 15:35] Karolin Trockels (客户): 这是对前工单 #1216630 的跟进。提供了地址：Carrer Oliveres 9, Barcelona, España 08810，电话：633678827。反馈之前收到的更换件在开始工作正常后吸力会逐渐消失，认为产品有缺陷，要求最终解决方案（更换或退款）。",
"translation_notes": [
"原文包含大量嵌套的历史回复邮件，翻译中已完整保留所有排查步骤、订单信息和地址详情。",
"BP223 可能是型号或 SN 的一部分，已按原文保留。",
"地址为西班牙地址，保留了原始拼写以防邮寄错误。"
]
}
ticket_raw_json
{
"custom_fields": [
{
"id": 32685292044825,
"value": "shopify_official_web",
"name": "Shopify::Official web"
},
{
"id": 33749938239513,
"value": "milk.pump_momcozy_m9_mobile.flow_",
"name": "milk pump::Momcozy::M9"
},
{
"id": 34029476051481,
"value": "Weak"
},
{
"id": 34154549939865,
"value": "cpi__weak_suction",
"name": "CPI::Weak suction"
}
],
"custom_status_id": 32358758515353,
"ticket_id": 1255518,
"assignee_id": 51758814686873,
"created": "2026-05-13T15:35:35Z",
"subject": "Re: Momcozy Re: RE: Email subject Defective Breast Pump Replacement Issue",
"support_type": "Agent",
"32685292044825": "Shopify::Official web",
"33749938239513": "milk pump::Momcozy::M9",
"34029476051481": "Weak",
"34154549939865": "CPI::Weak suction",
"34154710239001": null,
"fields": [
{
"id": 32685292044825,
"value": "shopify_official_web",
"name": "Shopify::Official web"
},
{
"id": 33749938239513,
"value": "milk.pump_momcozy_m9_mobile.flow_",
"name": "milk pump::Momcozy::M9"
},
{
"id": 34029476051481,
"value": "Weak"
},
{
"id": 34154549939865,
"value": "cpi__weak_suction",
"name": "CPI::Weak suction"
}
],
"ticket": {
"id": 1255518,
"subject": "Re: Momcozy Re: RE: Email s...",
"description": "This is a follow-up to your previous request #1216630 \"RE: Email subject Defective...\"\n\nDear MOMCOZY\n\nThe serial number (SN) of the device\nYour complete shipping information:BP223 inputs 5V==2A 2BENK-BP223\nName:Karolin Trockels\nStreet Address:Carrer Oliveres 9\nCity:Sant pere de ribes\nState/Province:Barcelona\nCountry: España\nZip Code: 08810\nContact Number: 633678827\n\n\nKAROLIN T\nOnce we receive these details, we will immediately proceed with the replacement process.\n\nWe appreciate your patience and are committed to finding a proper solution for you.\n\nWarm regards,\nMomcozy Customer Support Team 💛\n\nThis email is a service from Momcozy. Delivered by Zendesk<https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification>\n\nOn May 4, 2026 at 10:18:24 AM UTC, Karolin Trockels karolin.trockels@outlook.es wrote:\nDear Customer Support Team,\nI am contacting you regarding the breast pump for which we previously received a replacement.\nWe have carried out several tests, and unfortunately, the replacement unit presents the same issue. It works correctly at the beginning; however, after a short period of use, the suction power gradually decreases until it no longer functions effectively. This makes the product unusable for its intended purpose.\nWe have carefully followed all usage and cleaning instructions, so we believe this is a product defect.\nAs this is now the second faulty unit, we kindly request a definitive solution, either a replacement with a properly functioning unit or a full refund.\nWe look forward to your prompt response.\nKind regards,\nKarolin\n________________________________\nDe: Support <tracking_support@momcozy.com>\nEnviado: domingo, 3 de mayo de 2026 15:01\nPara: Karolin Trockels <karolin.trockels@outlook.es>\nAsunto: From Momcozy: How would you rate the support you received? Request #1216630\n\n\nHello Karolin Trockels,\n\nWe truly appreciate your experience with Momcozy, and we would love to hear your thoughts! Whenever you have a moment, please click the link below to share your feelings with us.\n\nHow would you rate the support you received?\n\n😀<https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQQ5QH780DBWTGPJ2PRT4W5E?access_token=hc8GqrqeXsbAubTgvom3buRyyQ&rating=5>\nVery Satisfied<https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQQ5QH780DBWTGPJ2PRT4W5E?access_token=hc8GqrqeXsbAubTgvom3buRyyQ&rating=5>\n😊<https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQQ5QH780DBWTGPJ2PRT4W5E?access_token=hc8GqrqeXsbAubTgvom3buRyyQ&rating=4>\nSatisfied<https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQQ5QH780DBWTGPJ2PRT4W5E?access_token=hc8GqrqeXsbAubTgvom3buRyyQ&rating=4>\n😐<https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQQ5QH780DBWTGPJ2PRT4W5E?access_token=hc8GqrqeXsbAubTgvom3buRyyQ&rating=3>\nNeutral<https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQQ5QH780DBWTGPJ2PRT4W5E?access_token=hc8GqrqeXsbAubTgvom3buRyyQ&rating=3>\n😟<https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQQ5QH780DBWTGPJ2PRT4W5E?access_token=hc8GqrqeXsbAubTgvom3buRyyQ&rating=2>\nDissatisfied<https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQQ5QH780DBWTGPJ2PRT4W5E?access_token=hc8GqrqeXsbAubTgvom3buRyyQ&rating=2>\n😞<https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQQ5QH780DBWTGPJ2PRT4W5E?access_token=hc8GqrqeXsbAubTgvom3buRyyQ&rating=1>\nVery Dissatisfied<https://momcozy.zendesk.com/hc/en-us/survey_responses/01KQQ5QH780DBWTGPJ2PRT4W5E?access_token=hc8GqrqeXsbAubTgvom3buRyyQ&rating=1>\n\nHere's a reminder of what this request was about:\n\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nLindsay (Momcozy)\n\nApr 29, 2026, 21:07 GMT+8\n\nHello,\n\nThank you for sharing your experience with us. We sincerely apologize for the inconvenience you've encountered and truly appreciate you taking the time to provide this valuable feedback.\n\nWe've helped other mothers resolve similar concerns through some simple checks. Would you mind trying these steps with me?\n\nLet's start with two quick tests:\n• Please disassemble the motor from the milk bowl. Place your thumb over the motor's suction port and test the suction at both level 1 and level 9 - you should feel a noticeable difference in strength.\n• If you have two pumps, try switching the motors between the collection cups. This helps determine if the issue is with the motor or the accessories.\n\nIf the motor is working properly, here's how to check the accessories:\n• Inspect the seal: Please ensure the silicone diaphragm and valve are properly installed and undamaged. You can refer to our instructional video for guidance. Sometimes simply reinstalling the flange and accessories can restore normal suction.\nVideo: https://momcozy.com/pages/user-manuals?_pos=1&_psq=user-manuals&_ss=e&_v=1.0\n• Consider accessory age: Silicone parts naturally wear over time. For optimal performance, we recommend replacing them every 1-3 months. To ensure compatibility, we suggest purchasing from our official store.\n• Check your fit: As your body changes, so might your flange needs. Measuring your nipple size when erect helps ensure you're using the most comfortable and effective size.\n• Ensure proper wear: A supportive, full-coverage nursing bra helps maintain a secure seal. Make sure the flange sits flush against your breast during use.\n\nWe know troubleshooting can feel frustrating, and we're here to support you through this process. If these steps don't resolve the issue, photos of your pump motors (showing manufacturer details) and any parts from our official store would be very helpful.\n\nTo better analyze the issue you're experiencing, please provide:\nA photo of bottom of motor to let us get the SN and model number :\nUDI (Unique Device Identifier) information located on the bottom of the box.\nIf your order is from our official stores and it is still in warranty, we'll be happy to arrange a replacement.\n\nPlease provide your shipping details:\nName:\nStreet Address:\nCity, State, Country, Zipcode:\nContact Number:\n\nWe're committed to ensuring you have the best possible experience with our products. Thank you for your patience and partnership in resolving this.\n\nKind regards,\nMomcozy Customer Support Team 💛\n[https://rootglobal.zendesk.com/images/2016/default-avatar-80.png]\n\nKarolin Trockels\n\nApr 29, 2026, 18:21 GMT+8\n\nDear Customer Support Team,\nI am contacting you regarding a breast pump for which we previously received a replacement.\nUnfortunately, the replacement unit has the same issue: it works properly at the beginning, but after a short period of use, the suction gradually decreases until it no longer functions effectively. This makes the product unusable for its intended purpose.\nWe have carefully followed all usage and cleaning instructions, so we believe this is a product defect.\nAs this is now the second faulty unit, we kindly request a definitive solution, either a replacement with a properly functioning unit or a full refund.\nWe look forward to your prompt response.\nKind regards,\n\n________________________________\nVon: Momcozy <Bu>\nGesendet: Wednesday, July 30, 2025 2:06:49 PM\nAn: Karolin Trockels <k.t@patroklus.com>\nBetreff: Email subject\n\n \n\nMomcozy - US<https://url7748.as-list9.com/ls/click?upn=u001.Q748mSn-2B-2FvYpQasyGWViY3IyR-2FENBP8etQi8b0qPsK04znjgG3fYF8UX7h-2FPYLJ-2FOj8S2-2BiPCTvSg1dcY7AhHi1DV3MUbPYuKZekXrRbI66qxlkQB5jlgVNdhFaZiUrBbfAIurGYP-2B5vYRaFU6NLriQF6B-2FDvKlZYRKk6yg28-2BPGDCSRLoXhYN4nxc-2Fb51RsVgbHiukTXVK6sV5R8d5cvbTMmTX4Lat7TZ73vqU-2BBXBtKl1x2Fi79LamDvDnXENtwvVW_pqhlKnENxJlQNFVnHldUsGIX0bIVEMn3YNM0SHaJGUAYlGsjL6jziH4usNyt3AbHNyXeLCyc8pumD7HiHv2jJoDuvNLaQLzQheWQLvc1j8mIr60XJ48kisVV2wo7YYKn-2FBsMfm8haqLgjEEClLL1UGmpKarlht8zpyXK-2B-2BZwa7i2iMGtPrOT0rdrqu0inIsTKDjt2y7rQc5I1mnRYTLYXAeqyn6XmzqZ7bxdA-2FAIGDpPTdL2Wmyrg8jytn75QoNMOlfqHI9v15i3Eht0ye-2BN3Dk2EkSwiuDvB33QfgT3gRzGFiauRNhc3vFnyneUKsiWNgLSORljDnO8tuFWi076JA-3D-3D>\n\nYour order is on the way!\n\nHi Karolin,\nWe're excited to tell you that your order has been shipped and your items should be with you soon! If you have any questions or need assistance, feel free to reply to this email anytime.\n\nOrder number: 1081120\nOrder date:2025-07-29 at 03:57\n\nWhat's been shipped\n\nItems (1)\n,,,\nShipment status Pending\n[Image was deleted or changed]<https://url7748.as-list9.com/ls/click?upn=u001.Q748mSn-2B-2FvYpQasyGWViY0ZIWouDlumz5Uzm29ppYG-2FfqPS8X-2B-2FJmPq-2FKrnAEE-2BDRL6Qypva0GhH-2BcLFyDea84UAfX9Uq3ggRgLiPag0Xk4pAFSQYU2Z91DuapBRtxj5KR8IhQdJREFkdMPuOMuFsQ1YSxx4LlaHWtgdWXYra57dfdbMUjhNDJmNQne6XBveKvnH6RLrcq5yx2PvFnMJmV01-2BXzEvLB4O5qIaEN3RYBGCHFCCNLWxwd0qF-2Fe6CawYsBQEac27zbfphFXgECpTHubCGUJPlwnSN8MNKz1ebmyY51cYurKSjSr4ATXkY7l-2BiRnLxk3EpHoK7gfS9NK0A-3D-3DX84Y_pqhlKnENxJlQNFVnHldUsGIX0bIVEMn3YNM0SHaJGUAYlGsjL6jziH4usNyt3AbHNyXeLCyc8pumD7HiHv2jJoDuvNLaQLzQheWQLvc1j8mIr60XJ48kisVV2wo7YYKn-2FBsMfm8haqLgjEEClLL1UGmpKarlht8zpyXK-2B-2BZwa7i2iMGtPrOT0rdrqu0inIsTRoP9Y4xrcgbFBgKqDNvI26V-2FayyoQVW9ZxIs-2BBxwvsQUf1agDjPWKeC-2BXUc7xcd-2BJY5d2ENftJphiFF8CEOwWOEi9xPcC-2Bwaa8r8V4kqz-2BB1ebBBvB9fIIFC5-2FYK0W1O-2FFXgwR2bzhc0QWygXo31pw-3D-3D>\nMomcozy Mobile Flow™ Hands-Free Breast Pump | M9 1.0\nSingle / Cozy Red / EU\nx1\n$0.00\n$159.99\nShipped with Deutsche Post DHL\nTracking number CI742357659DE\nView tracking page\nNo longer want to receive these emails?\nUnsubscribe<https://url7748.as-list9.com/ls/click?upn=u001.Q748mSn-2B-2FvYpQasyGWViYy3RsHd9dmDTC2ltF7wfBUWGWOUpHkjoHjccO-2Fvl0-2By-2BS5mS4NshshWjbmSVXW5StT5rRcPg9HMo2HZvBZsn-2BRDijP00Bx1Sn7oecVszDWdIrLBMbJ7jcqm7zA453e9dkJiVqsI6Z-2Fy5ytKT8jd69pymkVH9Yq-2FVLiUux-2Fxs77YZ-2BU8PFxjDaWhuKR-2FZs9pKvT7c-2Fjdfeox5yDx3zbKZdPDJB7H2wzs9D63eVS93B1XvM2GxeCqlQADHZhw3D5CqNRspS1bxfXUv8GP4Jt40n0UoN3K5WjtVum40EQFYkvL6T7JrL0IIsGsnoPvClubUzz246pPlerRqYE4xlyqC579aArvfselHgMJY1gFAr3KXU9IC6PrgPtkOpLfv7Ag4nADw3Ecsaw7KXKfAWeSeFIrEi2w-2BNcJHrXkNTNTwFELLmzf3Df9P7Eem3xY-2FbH4tdE2I3pmtmCEy4ytJO4oZ03LZYZcmtWv-2FyTHfdGFync3gpvoA78alHRrB3ccz3zAcegrjfrheWf7maLfBHsFvfiZBBjSqg4Mk7SHWvK43UuUGO5HNpQ-2Bz91PGdChW5VhUD6ajBk7uvyvs3OWNOsFYIiLyqQ5vtC-2BDXNy-2BhGCk1ke5sOXqj6VSUKC-2BuS61rAJcC40I6qiNYYw2iE5C7ukWb3eT5MRVFuyH6TXN-2Fv9-2B915LHk8GKEREvR7PH8svZrLnX0nIu9DdF6JpF6-2FFiTy9KQvWHa2vvPOil-2BUSNlBdTprt1IG2f1rdgUjSpIDMvkvucGCvJyO9TqLrVsTNVwxmX38fj5jRnPLF5ZSBsCeJEDe6f9fiwp3lBJF6GkHI6fRiPYkaeaZ3qoy1eIxOe-2FPGZjQ37BeozqErbwv8H-2FWY1ndSH8e8JjtCfZMBBxh4kPohidu9pZXJ9C4lXZj8lgpFQRTpsGDqIpmVcoFrlJCPta2xIDwaTcs4ZDWO080eI7CVmJASrMV5oZhiwnOhzV0CLRukUAows3-2FXPaW2rtNf-2BZSWDHTs36WH8XpiVJoVDfTASrLAPssCewAzy8nzqNKw48wRcTWvc6OQxh9MVyJzCEHUINW4IYykATHHQYdSiGxHDV-2BZdXiXDnJZOoSpLpHbg-2Fkj2i9Auq7WMN-2BrmCq6ddU0hKbv4QYjFMtpZMj-2BartSipiDMojBEbIftYe7Rn2mcrDkYKKNiTryufj6K-2BjEiu2wMgKObZ2GGIHy7a5b5y3fJZDfty-2FamqrtTUGBcshP8A5OqbC8OLhM0Z1GSxOcMy2NUAq7PrlZaAnf8pJTj5HNAfLBsK160qbjx-2B3hv21meP2LZW9bO1kQlAWghDFsQKVNdiGdUyK9mcJb5L6DDMUvyQ-3D-3D8j7U_pqhlKnENxJlQNFVnHldUsGIX0bIVEMn3YNM0SHaJGUAYlGsjL6jziH4usNyt3AbHNyXeLCyc8pumD7HiHv2jJoDuvNLaQLzQheWQLvc1j8mIr60XJ48kisVV2wo7YYKn-2FBsMfm8haqLgjEEClLL1UGmpKarlht8zpyXK-2B-2BZwa7i2iMGtPrOT0rdrqu0inIsTXpkUHoveP8esbkBFHUnecbc1wgAy7hOczshI0eVeQJkAfy7JvriZghHvbMADMdT2BXZ9oQ6GgC6Eo3BmUvZk0i44BERis8WtfgXJeqiDlkYpa3O-2BDIYj4xUJkJ3Ju5jyQidR7pxVRlO0TtBluVYVlg-3D-3D>\n\n\nWe're committed to continuously enhancing our products and ensuring that we provide our customers with top-notch service.\nThank you so much for your support and for reaching out to us!\n\nSupport team from Momcozy\n\nThis email is a service from Momcozy. Delivered by Zendesk<https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification>\n\n[LYWEVG-3V2NN]\n[LYWEVG-3V2NN]",
"is_group_public": true,
"status": "open",
"type": "incident",
"priority": "high",
"url": "https://rootglobal.zendesk.com/api/v2/tickets/1255518.json",
"custom_status_id": 32358758515353,
"brand_id": 32404259465241,
"last_comment": {
"id": 57888827243033,
"body": "This is a follow-up to your previous request #1216630 \"RE: Email subject Defective...\" \nDear MOMCOZY \n \n \n \n \n\nThe serial number (SN) of the device\n\nYour complete shipping information:BP223 inputs 5V==2A 2BENK-BP223\n\nName:Karolin Trockels\n\nStreet Address:Carrer Oliveres 9\n\nCity:Sant pere de ribes\n\nState/Province:Barcelona\n\nCountry: España\n\nZip Code: 08810\n\nContact Number: 633678827\n\n \n \n\n\n \n \nKAROLIN T\n\nOnce we receive these details, we will immediately proceed with the replacement process.\n\n \n\nWe appreciate your patience and are committed to finding a proper solution for you.\n\n \n\nWarm regards,\n\nMomcozy Customer Support Team 💛 \n\n\n \nThis email is a service from Momcozy. Delivered by\nZendesk \n\n\n On May 4, 2026 at 10:18:24 AM UTC, Karolin Trockels karolin.trockels@outlook.es wrote: \n \n \nDear Customer Support Team, \n \nI am contacting you regarding the breast pump for which we previously received a replacement. \n \nWe have carried out several tests, and unfortunately, the replacement unit presents the same issue. It works correctly at the beginning; however, after a short period of use, the suction power gradually decreases until it no longer functions effectively. This\n makes the product unusable for its intended purpose. \n \nWe have carefully followed all usage and cleaning instructions, so we believe this is a product defect. \n \nAs this is now the second faulty unit, we kindly request a definitive solution, either a replacement with a properly functioning unit or a full refund. \n \nWe look forward to your prompt response. \n \nKind regards, \n \nKarolin",
"created_at": "2026-05-13T15:35:35Z",
"author_id": 57443074688153,
"public": true
}
}
}
conversation_raw_json
{
"conversations": [
{
"id": 57888827243033,
"type": "Comment",
"author_id": 57443074688153,
"body": "This is a follow-up to your previous request #1216630 \"RE: Email subject Defective...\"\n\nDear MOMCOZY\n\n\nThe serial number (SN) of the device\nYour complete shipping information:BP223 inputs 5V==2A 2BENK-BP223\nName:Karolin Trockels\nStreet Address:Carrer Oliveres 9\nCity:Sant pere de ribes\nState/Province:Barcelona\nCountry: España\nZip Code: 08810\nContact Number: 633678827\n\n\n\n\nKAROLIN T\nOnce we receive these details, we will immediately proceed with the replacement process.\n\nWe appreciate your patience and are committed to finding a proper solution for you.\n\nWarm regards,\nMomcozy Customer Support Team 💛\n\n\nThis email is a service from Momcozy. Delivered by Zendesk\n\n\nOn May 4, 2026 at 10:18:24 AM UTC, Karolin Trockels karolin.trockels@outlook.es wrote:\n\n> Dear Customer Support Team,\n>\n> I am contacting you regarding the breast pump for which we previously received a replacement.\n>\n> We have carried out several tests, and unfortunately, the replacement unit presents the same issue. It works correctly at the beginning; however, after a short period of use, the suction power gradually decreases until it no longer functions effectively. This makes the product unusable for its intended purpose.\n>\n> We have carefully followed all usage and cleaning instructions, so we believe this is a product defect.\n>\n> As this is now the second faulty unit, we kindly request a definitive solution, either a replacement with a properly functioning unit or a full refund.\n>\n> We look forward to your prompt response.\n>\n> Kind regards,\n>\n> Karolin\n>\n> * * *",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><div>This is a follow-up to your previous request <a href=\"/agent/tickets/1216630\" target=\"_blank\" rel=\"ticket\">#1216630</a> \"RE: Email subject Defective...\"</div><div dir=\"ltr\" style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\nDear MOMCOZY</div>\n<div>\n<div>\n<div dir=\"auto\" class=\"zd-comment\" style=\"line-height: 1.5; font-size: 14px; color: rgb(68, 68, 68);\">\n <br>\nThe serial number (SN) of the device<br>\nYour complete shipping information:BP223 inputs 5V==2A 2BENK-BP223<br>\nName:Karolin Trockels<br>\nStreet Address:Carrer Oliveres 9<br>\nCity:Sant pere de ribes<br>\nState/Province:Barcelona<br>\nCountry: España<br>\nZip Code: 08810<br>\nContact Number: 633678827<br>\n </div>\n<div dir=\"ltr\" class=\"zd-comment\" style=\"line-height: 1.5; font-size: 14px; color: rgb(68, 68, 68);\">\n<br>\n</div>\n<div dir=\"auto\" class=\"zd-comment\" style=\"line-height: 1.5; font-size: 14px; color: rgb(68, 68, 68);\">\nKAROLIN T<br>\nOnce we receive these details, we will immediately proceed with the replacement process.<br>\n <br>\nWe appreciate your patience and are committed to finding a proper solution for you.<br>\n <br>\nWarm regards,<br>\nMomcozy Customer Support Team 💛</div>\n<br>\n<div style=\"line-height: 1.5; padding-top: 10px; font-size: 12px; margin: 10px 0px 14px;\">\n<span style=\"color: rgb(73, 84, 92);\">This email is a service from Momcozy. Delivered by\n</span><span style=\"color: black;\"><a href=\"https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification\" style=\"color: black;\" rel=\"noreferrer\">Zendesk</a></span></div>\n<br>\n<div>On May 4, 2026 at 10:18:24 AM UTC, Karolin Trockels karolin.trockels@outlook.es wrote:</div>\n<blockquote style=\"padding-left: 1ex; border-left-width: 1px; border-left-style: solid; border-left-color: rgb(204, 204, 204); margin: 0px 0px 0px 0.8ex;\">\n<div style=\"text-align: left; text-indent: 0px; margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\" align=\"left\">\nDear Customer Support Team,</div>\n<div style=\"text-align: left; text-indent: 0px; margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\" align=\"left\">\nI am contacting you regarding the breast pump for which we previously received a replacement.</div>\n<div style=\"text-align: left; text-indent: 0px; margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\" align=\"left\">\nWe have carried out several tests, and unfortunately, the replacement unit presents the same issue. It works correctly at the beginning; however, after a short period of use, the suction power gradually decreases until it no longer functions effectively. This\n makes the product unusable for its intended purpose.</div>\n<div style=\"text-align: left; text-indent: 0px; margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\" align=\"left\">\nWe have carefully followed all usage and cleaning instructions, so we believe this is a product defect.</div>\n<div style=\"text-align: left; text-indent: 0px; margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\" align=\"left\">\nAs this is now the second faulty unit, we kindly request a definitive solution, either a replacement with a properly functioning unit or a full refund.</div>\n<div style=\"text-align: left; text-indent: 0px; margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\" align=\"left\">\nWe look forward to your prompt response.</div>\n<div style=\"text-align: left; text-indent: 0px; margin-top: 1em; margin-bottom: 1em; font-size: 12pt; color: rgb(0, 0, 0);\" align=\"left\">\nKind regards,</div>\n<div style=\" font-size: 12pt; color: rgb(0, 0, 0);\">\nKarolin</div>\n<div dir=\"ltr\"></div>\n<hr style=\"display: inline-block; width: 98%;\">\n\n\n\n</blockquote>\n</div>\n</div></div>",
"plain_body": "This is a follow-up to your previous request #1216630 \"RE: Email subject Defective...\" \nDear MOMCOZY \n \n \n \n \n\nThe serial number (SN) of the device\n\nYour complete shipping information:BP223 inputs 5V==2A 2BENK-BP223\n\nName:Karolin Trockels\n\nStreet Address:Carrer Oliveres 9\n\nCity:Sant pere de ribes\n\nState/Province:Barcelona\n\nCountry: España\n\nZip Code: 08810\n\nContact Number: 633678827\n\n \n \n\n\n \n \nKAROLIN T\n\nOnce we receive these details, we will immediately proceed with the replacement process.\n\n \n\nWe appreciate your patience and are committed to finding a proper solution for you.\n\n \n\nWarm regards,\n\nMomcozy Customer Support Team 💛 \n\n\n \nThis email is a service from Momcozy. Delivered by\nZendesk \n\n\n On May 4, 2026 at 10:18:24 AM UTC, Karolin Trockels karolin.trockels@outlook.es wrote: \n \n \nDear Customer Support Team, \n \nI am contacting you regarding the breast pump for which we previously received a replacement. \n \nWe have carried out several tests, and unfortunately, the replacement unit presents the same issue. It works correctly at the beginning; however, after a short period of use, the suction power gradually decreases until it no longer functions effectively. This\n makes the product unusable for its intended purpose. \n \nWe have carefully followed all usage and cleaning instructions, so we believe this is a product defect. \n \nAs this is now the second faulty unit, we kindly request a definitive solution, either a replacement with a properly functioning unit or a full refund. \n \nWe look forward to your prompt response. \n \nKind regards, \n \nKarolin",
"public": true,
"attachments": [],
"audit_id": 57888827242905,
"locale": "en",
"outbound_locale": null,
"translations": [],
"via": {
"channel": "web",
"source": {
"to": {},
"from": {
"ticket_id": 1216630,
"subject": "RE: Email subject Defective Breast Pump Replacement Issue",
"channel": "email"
},
"rel": "follow_up"
}
},
"created_at": "2026-05-13T15:35:35Z",
"metadata": {
"system": {
"message_id": "<GVYP280MB1017E52C3264A1D38F0DA264E2062@GVYP280MB1017.SWEP280.PROD.OUTLOOK.COM>",
"email_id": "01KRGZN6GN1MM9Y0H3FKJX97WM",
"raw_email_identifier": "20869961/77540e44-508b-4b0b-a1d4-707463c34b31.eml",
"json_email_identifier": "20869961/77540e44-508b-4b0b-a1d4-707463c34b31.json",
"eml_redacted": false
},
"custom": {},
"flags": [
15
],
"flags_options": {
"15": {
"trusted": true
}
},
"trusted": true,
"suspension_type_id": null
}
}
],
"users": [
{
"id": 57443074688153,
"url": "https://rootglobal.zendesk.com/api/v2/users/57443074688153.json",
"name": "Karolin Trockels",
"email": "karolin.trockels@outlook.es",
"created_at": "2026-04-29T10:21:48Z",
"updated_at": "2026-04-29T10:21:48Z",
"time_zone": "Asia/Hong_Kong",
"iana_time_zone": "Asia/Hong_Kong",
"phone": null,
"shared_phone_number": null,
"photo": null,
"locale_id": 1,
"locale": "en-US",
"organization_id": null,
"role": "end-user",
"verified": false,
"external_id": null,
"tags": [],
"alias": null,
"active": true,
"shared": false,
"shared_agent": false,
"last_login_at": null,
"two_factor_auth_enabled": null,
"signature": null,
"details": null,
"notes": null,
"role_type": null,
"custom_role_id": null,
"is_billing_admin": null,
"moderator": false,
"ticket_restriction": "requested",
"only_private_comments": false,
"restricted_agent": true,
"suspended": false,
"default_group_id": null,
"report_csv": false,
"user_fields": {
"model": null,
"phone": null,
"consumption_details": null,
"age_information": null,
"user_personal_information": null,
"weight_information": null,
"intentional_product_details": null,
"size_details": null,
"pregnancy_and_lactation_cycle": null,
"order_details": null,
"appid": null
},
"suspension_details": null
}
],
"next_page": null,
"previous_page": null,
"count": 1
}