与来电者 +1 (808) 724-1373 的通话

{
  "ticket": {
    "ticket_id": "1256018",
    "subject": "Call with Caller +1 (808) 724-1373",
    "description": "Call from: +1 (808) 724-1373\nCall to: +1 (619) 848-0676\nTime of call: May 13, 2026 at 6:27:06 PM UTC",
    "status": "solved",
    "priority": "normal",
    "product_model": "milk pump::Momcozy::M9",
    "created_at": "2026-05-13T18:27:23Z",
    "updated_at": "2026-05-13T18:39:13Z"
  },
  "zendesk_fields": {
    "agents_notes_field_id": "34029476051481",
    "agents_notes_label": "no suction / 2 pumps",
    "agents_notes": "no suction / 2 pumps",
    "category_field_id": "34154549939865",
    "category_name": "CPI::No suction issue",
    "category_value": "cpi__no_suction_issue",
    "category_zh": "无吸力问题"
  },
  "channel_summary": {
    "local_channel": "Agent",
    "conversation_channels": {
      "web": 3,
      "voice": 2
    }
  },
  "messages": [
    {
      "conversation_id": "57891198756633",
      "type": "Comment",
      "created_at": "2026-05-13T18:39:13Z",
      "author_id": "34818877588633",
      "author_name": "CT-Gold",
      "author_role": "agent",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Customer Communications: INBOUND\nIssue Details: no suction / 2 pumps\nResolution Offered: educ bts / adv cx to send us an email with needed details or info for an aftersales resolution / prefer refund\nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A"
    },
    {
      "conversation_id": "57891204957081",
      "type": "Comment",
      "created_at": "2026-05-13T18:38:35Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call summary: \n Customer, a first-time mom, purchased a Momcozy M9 breast pump from Amazon but experienced no suction from both pumps, negatively affecting her milk supply. She tried various troubleshooting steps including adjusting suction levels, checking pump parts, using different flange sizes, and using replacement parts without success. Customer expressed emotional distress and reluctance to try a replacement pump. Agent confirmed the purchase date (September), warranty status, and offered a replacement or refund. Customer declined replacement and opted for a refund due to trauma and dissatisfaction. Agent instructed customer to email support@momcozy.com with the order number in the subject line, shipping info (name, address, phone), pictures of pump information labels, and a short video demonstrating the suction issue to verify the problem. Customer does not have the original box but will provide the required photos and video. Agent confirmed that upon receiving the requested documentation, the refund process can proceed. Customer had no additional requests; call ended cordially. \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": "57891215798169",
      "type": "Comment",
      "created_at": "2026-05-13T18:38:32Z",
      "author_id": "-1",
      "author_name": "",
      "author_role": "",
      "sender_type": "internal",
      "channel": "web",
      "public": false,
      "recording_type": "",
      "text": "Call transcript: \n00:02AgentThank you for calling momcozy. This is Gold. How can I help you?00:07CustomerHi. Yes. I'm calling regarding a momcozy breast pump that I purchased on Amazon.00:16AgentUh-huh. May I know, ma'am, how I can actually help with that?00:20CustomerYeah. Sorry. Because I I contacted Amazon, and then I tried to do the chat feature with your company's agent, but then they told me to call instead. I purchased it, and I'm a first time mom, and I exclusively breast pump for milk. And it's just not working for me, and it's been really difficult to use.00:44CustomerAnd in fact, it kind of negatively impacted my supply. So I I definitely want to, like, send it back and get a refund. I see. I'm so sorry00:58Agentto hear that, ma'am. Okay. You mean, ma'am, like, it doesn't have a suction, ma'am, or no suction, ma'am?01:06CustomerLike, no no suction. And I've tried everything. I've, like, googled all the videos. And01:18AgentOkay. So this is happening, ma'am, for both of the pumps, ma'am, or for 1 pump only?01:24CustomerBoth of the pumps.01:27AgentOkay. So, yeah, could you please provide to me, ma'am, your order number from Amazon so we could check your option, ma'am?01:35CustomerOkay. The order number is sorry. 1 moment. Check your 13 okay. It's 11323725750500238.02:03AgentAlright. Thank you, ma'am. Let me just go ahead, ma'am, and pull up your order number. Okay? Just kindly stay on the line, ma'am.02:11CustomerOkay. Oh,02:13Agentby the way, ma'am, while I'm pulling up your order, I just have a few questions, ma'am, as part of the order. Okay. So, yeah, if I because I understand, ma'am, you that you've mentioned you already searched online for some troubleshooting. If I may ask, ma'am, have you also tried, ma'am, to put your pump on the suction hole, ma'am, of each pump and then increase the suction level from 1 to 9? Then Yes.02:48AgentTried different options. Difference at the suction level? Sorry. Go ahead, ma'am. I have.02:56CustomerOh, no. I'm just confirming that, yes, I have.03:00AgentOkay. Thank you, ma'am. How about, ma'am, checking if there's any parts that is actually broken, ma'am? Have you tried to disassemble all the pump accessories and kind of a secure lid firmly, especially, ma'am, the diaphragm and the valves?03:21CustomerYes. So I've tried to do that. And then because the product comes with replacement parts, I've opened the new replacement parts and tried it with the second set of parts. It's the same.03:34AgentOkay. Thank you, ma'am. And, also, sometimes, ma'am, the reason why the pump, ma'am, will not get a suction is because the flange, ma'am, that you're using may not be may not be fitted, ma'am, to your nipple size, ma'am, and the flange size. So did you use, ma'am, the measuring the nipple measuring tool, ma'am, to make sure that you are using the correct flange size, ma'am, for a secure fit?04:06CustomerYes. And I yes. I've used the measurements, and I've actually tried 3 different sizes. It's the same. I04:14Agentsee. Thank you, ma'am. So yeah. Also, could you please confirm, ma'am, if you are actually making sure that the pumps, ma'am, are fully charged before using the pumps, ma'am?04:34CustomerYes. They're fully charged.04:38AgentAlright. Thank you, ma'am. So yeah. Actually, ma'am, for this 1, I was able to pull up your order information, and I can see here that you have the m 9 pump, ma'am. Correct?04:48AgentAnd you purchased it way back September. So for this 1, ma'am, definitely, we can provide you, ma'am we can actually provide you, ma'am, a replacement for the pump, especially that you still have a warranty, ma'am, for it. So would you like to do that instead, ma'am?05:10CustomerNo. I I'm kinda traumatized using this. I I don't want it. It's like it's giving me a lot of Okay.05:18AgentThat's good.05:18CustomerYou know, mental, emotional stress because I'm trying to, like, feed my baby, and it's it's been very traumatizing.05:27AgentI'm so sorry for that, ma'am. Okay? But, yeah, um, actually, ma'am, for this 1, we are open, ma'am, if you would like, uh, do you have, ma'am, a specific pump that you would like to try, ma'am, aside from m line? Maybe we can provide it, ma'am, as a replacement instead of the m 9 model?05:53CustomerNo.05:56AgentOkay. So, yeah, I understand, ma'am. No worries. We can definitely provide you, ma'am, a refund for the product. Okay?06:03AgentSo, however, ma'am, for this 1, before we can proceed, ma'am, with the refund, um, we will just be needing your help in order for us to verify some information, ma'am, for the pump. Okay?06:16CustomerOkay. I'm happy to send it back here. I just you know, I06:24AgentSorry, ma'am. Didn't mean to interrupt. But, yeah, for this 1, ma'am, you will just be needing, ma'am, to send an email. The email address, ma'am, is support@momcozy.com.06:39CustomerSorry. Can you say that06:39Agent1 more time? Ma'am Sorry, ma'am. So, again, the email address is support@momcozy.com.06:52CustomerOkay.06:54AgentYes, ma'am. And then on the email that you will be sending, please do indicate, ma'am, your order number on the subject line, and then kindly write, ma'am, on the email your shipping information. So that includes, ma'am, your full name, your shipping address, and your phone number. Then do you still have, ma'am, the original box that came with the pump, ma'am, aside from the shawl box?07:18CustomerThe original box? I don't think so.07:22AgentI see. That's okay, ma'am. If you don't have it, ma'am, to receive the UDI number, you can just take a picture, ma'am, of each pump's information. So that is located, ma'am, on the pump motor below the suction hole, ma'am. Can you see QR codes, like the model number, production date?07:48AgentYes. Can you see the information, ma'am, on the pump? So all you need to do is just take a clear picture, ma'am, of those information for each pump, ma'am. Okay? Then attach it, ma'am, on the email that you will be sending with us.08:03AgentAnd lastly, ma'am Okay. Kindly provide a short video. So on the video, ma'am, you don't need to put the pumps on your breast. All you need to do is just to record, ma'am, on the video that you are putting your pump on the suction hold, Increase the suction level, ma'am, from 1 to 9, and then just record, ma'am, the performance of the pump for at least 10 to 5 to 15 seconds, ma'am. Okay.08:35AgentAlright. Thank you so much, ma'am. So you may also indicate on the email, ma'am, that you prefer to get a refund, ma'am. Okay? Okay.08:46AgentAlright. Thank you. So, yeah, would there be anything else, ma'am, that I can possibly assist you with? Uh, no. That was it.08:56AgentAlrighty. If that is the case, ma'am, again, thank you so much, ma'am, for calling momcozy. You have a wonderful day, ma'am. Bye for now. Take care.09:05CustomerThank you. Bye.09:08AgentBye bye, ma'am.\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": "57891218310937",
      "type": "VoiceComment",
      "created_at": "2026-05-13T18:38:15Z",
      "author_id": "34818877588633",
      "author_name": "CT-Gold",
      "author_role": "agent",
      "sender_type": "agent",
      "channel": "voice",
      "public": true,
      "recording_type": "call",
      "text": "Inbound call from +1 (808) 724-1373\nCall Details:\n\nCall from: +1 (808) 724-1373\nCall to: +1 (619) 848-0676\nTime of call: 2026-05-13 18:27:06 UTC\nLocation: Hawaii, United States\nAnswered by: CT-Gold\nLength of phone call: 11 minutes, 7 seconds\nListen to the recording: https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAfb97c6ef1daa4451afbfc9256fa18e04/twilio/call/recording"
    },
    {
      "conversation_id": "57891081217817",
      "type": "Comment",
      "created_at": "2026-05-13T18:27:23Z",
      "author_id": "57891067158169",
      "author_name": "Caller +1 (808) 724-1373",
      "author_role": "end-user",
      "sender_type": "internal",
      "channel": "voice",
      "public": false,
      "recording_type": "",
      "text": "Call from: +1 (808) 724-1373\n\nCall to: +1 (619) 848-0676\n\nTime of call: May 13, 2026 at 6:27:06 PM UTC"
    }
  ]
}

{
  "translated_subject": "与来电者 +1 (808) 724-1373 的通话",
  "translated_description": "来电自：+1 (808) 724-1373\n呼叫至：+1 (619) 848-0676\n通话时间：2026年5月13日 6:27:06 PM UTC",
  "translated_agents_notes": "无吸力 / 2个泵",
  "translated_category_label": "CPI::无吸力问题",
  "translated_messages": [
    {
      "conversation_id": "57891198756633",
      "created_at": "2026-05-13T18:39:13Z",
      "sender_type": "internal",
      "author_name": "CT-Gold",
      "channel": "web",
      "translated_text": "客户沟通：呼入\n问题详情：无吸力 / 2个泵\n提供的解决方案：教育排查步骤 / 建议客户向我们发送包含所需详情或信息的电子邮件以进行售后处理 / 倾向于退款\n客户响应：客户已理解\n后续行动：无\n升级详情：无"
    },
    {
      "conversation_id": "57891204957081",
      "created_at": "2026-05-13T18:38:35Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话摘要：\n客户是一位新手妈妈，从亚马逊购买了 Momcozy M9 吸乳器，但两个泵都没有吸力，对她的产奶量产生了负面影响。她尝试了各种排查步骤，包括调整吸力级别、检查泵部件、使用不同的法兰尺寸以及使用更换部件，但均未成功。客户表达了情绪上的痛苦，并不愿意尝试更换新泵。客服确认了购买日期（9月）、保修状态，并提供了更换或退款。客户因心理创伤和不满意拒绝了更换，选择了退款。客服指示客户向 support@momcozy.com 发送电子邮件，邮件主题注明订单号，提供送货信息（姓名、地址、电话）、泵信息标签的照片，以及一段演示吸力问题的短视频以验证问题。客户没有原包装盒，但会提供所需的照片和视频。客服确认在收到所需文件后，可以进行退款流程。客户没有额外要求；通话礼貌结束。\n如果您从此评论中删除任何数据，您还必须删除通话录音文件，以确保数据从所有 Zendesk 系统中删除。"
    },
    {
      "conversation_id": "57891215798169",
      "created_at": "2026-05-13T18:38:32Z",
      "sender_type": "internal",
      "author_name": "",
      "channel": "web",
      "translated_text": "通话逐字稿：\n00:02 客服：感谢致电 Momcozy。我是 Gold。有什么可以帮您的？\n00:07 客户：你好。是的。我打电话是关于我在亚马逊上购买的 Momcozy 吸乳器。\n00:16 客服：嗯。请问，女士，我具体能提供什么帮助？\n00:20 客户：好的。抱歉。因为我联系了亚马逊，然后我尝试和你们公司的客服进行在线聊天，但他们让我打电话。我是第一次当妈妈，我完全靠吸乳器排奶。但它对我来说根本不起作用，用起来非常困难。\n00:44 客户：事实上，它对我的奶量产生了负面影响。所以我非常想把它退掉并获得退款。我明白了。我很抱歉\n00:58 客服：听到这个消息，女士。好的。您的意思是，女士，它没有吸力，或者吸力不足？\n01:06 客户：完全没有吸力。我尝试了一切办法。我谷歌了所有的视频。\n01:18 客服：好的。那么这种情况，女士，是两个泵都有，还是只有一个泵有？\n01:24 客户：两个泵都是。\n01:27 客服：好的。那么，女士，能不能请您提供一下亚马逊的订单号，以便我们查看您的后续处理方案？\n01:35 客户：好的。订单号是……抱歉。请稍等。查一下……好的。是 11323725750500238。\n02:03 客服：好的。谢谢您，女士。让我为您查询这个订单号。好吗？请稍等，女士。\n02:11 客户：好的。哦，\n02:13 客服：顺便说一下，女士，在我查询订单的时候，作为流程的一部分，我有几个问题。好的。我想确认一下，您提到已经在线搜索了一些排查方法。我想问一下，您是否尝试过将泵放在每个泵的吸力孔上，然后将吸力级别从 1 增加到 9？然后……是的。\n02:48 客服：尝试了不同的选项？不同的吸力级别？抱歉。您请说，女士。\n02:56 客户：哦，不。我只是确认，是的，我尝试过了。\n03:00 客服：好的。谢谢您，女士。那么，有没有检查过是否有任何部件损坏？您是否尝试过拆卸所有泵配件并重新稳固安装盖子，特别是隔膜和鸭嘴阀？\n03:21 客户：是的。我试过了。而且因为产品自带了备用零件，我打开了新的备用零件，用第二套零件试了一下。结果是一样的。\n03:34 客服：好的。谢谢您，女士。还有，女士，有时候泵没有吸力的原因是您使用的法兰尺寸可能与您的乳头尺寸不匹配。那么您是否使用了乳头测量工具，以确保使用了正确的法兰尺寸以保证紧密贴合？\n04:06 客户：是的。我有。我使用了测量工具，实际上我尝试了 3 种不同的尺寸。结果都一样。\n04:14 客服：明白了。谢谢您，女士。好的。另外，请确认一下，您在使用之前是否确保泵已充满电？\n04:34 客户：是的。充满电了。\n04:38 客服：好的。谢谢您，女士。好的。实际上，女士，对于这个订单，我已经查到了您的订单信息，我可以看到您购买的是 M9 吸乳器。对吗？\n04:48 客服：您是在 9 月份购买的。对于这个情况，女士，我们绝对可以为您提供泵的更换，特别是您还在保修期内。您想尝试更换吗？\n05:10 客户：不想。用这个让我感到很受创。我不想要它。它给了我很多……好的。\n05:18 客服：没关系。\n05:18 客户：你知道的，精神上和情感上的压力，因为我正努力喂养我的宝宝，这让我非常痛苦。\n05:27 客服：非常抱歉，女士。好吗？但是，是的，实际上，女士，对于这一点，我们持开放态度，您是否有除了 M9 以外想尝试的特定型号？也许我们可以提供其他型号作为更换，而不是 M9？\n05:53 客户：不。\n05:56 客服：好的。我明白了，女士。没关系。我们绝对可以为您办理退款。好吗？\n06:03 客服：不过，女士，在我们进行退款之前，我们需要您的帮助来验证一些关于泵的信息。可以吗？\n06:16 客户：好的。我很乐意寄回去。我只是……\n06:24 客服：抱歉，女士。不是故意打断您。但是，是的，对于这个，您只需要发送一封电子邮件。电子邮箱地址是 support@momcozy.com。\n06:39 客户：抱歉。能再说一遍吗？\n06:39 客服：没问题。再说一次，邮箱地址是 support@momcozy.com。\n06:52 客户：好的。\n06:54 客服：是的，女士。然后在您发送的邮件中，请在主题行注明您的订单号，然后在邮件中写下您的收货信息。包括您的全名、收货地址和电话号码。另外，您还有除了外包装箱以外的原装盒吗？\n07:18 客户：原装盒？我不这么认为。\n07:22 客服：明白了。没关系，女士。如果您没有盒子，为了获取 UDI 编号，您可以直接拍一张每个泵的信息照片。这些信息位于吸力孔下方的泵电机上。您能看到二维码，比如型号、生产日期吗？\n07:48 客服：是的。您能看到泵上的信息吗？所以您只需要为每个泵的这些信息拍一张清晰的照片。好吗？然后将其附在发给我们的邮件中。\n08:03 客服：最后，女士……好的。请提供一段短视频。在视频中，您不需要把泵放在乳房上。您只需要录制您将泵放在吸力孔上的操作，将吸力级别从 1 增加到 9，然后记录泵的表现至少 5 到 15 秒即可。好的。\n08:35 客服：好的。非常感谢，女士。您也可以在邮件中注明您倾向于退款。好吗？好的。\n08:46 客服：好的。谢谢。那么，女士，还有什么我可以帮您的吗？呃，没有了。就这样。\n08:56 客服：好的。既然如此，再次感谢您致电 Momcozy，女士。祝您有美好的一天。再见，保重。\n09:05 客户：谢谢。再见。\n09:08 客服：再见，女士。\n如果您从此评论中删除任何数据，您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": "57891218310937",
      "created_at": "2026-05-13T18:38:15Z",
      "sender_type": "agent",
      "author_name": "CT-Gold",
      "channel": "voice",
      "translated_text": "来自 +1 (808) 724-1373 的呼入电话\n通话详情：\n\n来电自：+1 (808) 724-1373\n呼叫至：+1 (619) 848-0676\n通话时间：2026-05-13 18:27:06 UTC\n地点：美国夏威夷\n接听人：CT-Gold\n通话时长：11 分 7 秒\n收听录音：https://rootglobal.zendesk.com/api/v2/channels/voice/calls/CAfb97c6ef1daa4451afbfc9256fa18e04/twilio/call/recording"
    },
    {
      "conversation_id": "57891081217817",
      "created_at": "2026-05-13T18:27:23Z",
      "sender_type": "internal",
      "author_name": "Caller +1 (808) 724-1373",
      "channel": "voice",
      "translated_text": "来电自：+1 (808) 724-1373\n\n呼叫至：+1 (619) 848-0676\n\n通话时间：2026年5月13日 6:27:06 PM UTC"
    }
  ],
  "chinese_reading_text": "标题：与来电者 +1 (808) 724-1373 的通话\n既有分类：CPI::无吸力问题\n产品型号：milk pump::Momcozy::M9\n客服备注：无吸力 / 2个泵\n描述：来电详情显示通话时间为2026年5月13日，来自夏威夷的客户咨询。\n会话记录：\n1. [2026-05-13 18:27:23] 内部记录：记录了通话的基本信息。\n2. [2026-05-13 18:38:15] 客服日志：Gold 接听了时长 11 分钟的电话。\n3. [2026-05-13 18:38:32] 逐字稿：客户（新手妈妈）反映 M9 两个泵均无吸力，尝试各种排查（换零件、试不同尺寸法兰）无效。客户对产品失去信心，表示心理受创不愿换货。客服提供了退款方案，指导其发送包含订单号 11323725750500238、收货信息、电机二维码照片及演示视频的邮件至 support@momcozy.com。\n4. [2026-05-13 18:38:35] AI摘要：总结了通话重点，包括客户的不满、排查过程、拒绝换货坚持退款以及客服要求的后续凭证。\n5. [2026-05-13 18:39:13] 内部备注：确认已向客户提供排查指导并建议通过邮件进行退款处理，客户已理解。",
  "translation_notes": [
    "保留了所有订单号、邮箱地址和产品型号。",
    "将 transcript 中的对话逐句进行了完整翻译，未进行摘要化。",
    "保留了原始系统关于数据脱敏的警告提示。"
  ]
}

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    {
      "id": 57891198756633,
      "type": "Comment",
      "author_id": 34818877588633,
      "body": "Customer Communications: INBOUND\nIssue Details: no suction / 2 pumps\nResolution Offered: educ bts / adv cx to send us an email with needed details or info for an aftersales resolution / prefer refund\nCustomer Responses: cx understood\nFollow-up Actions: N/A\nEscalation Details: N/A",
      "html_body": "<div class=\"zd-comment\" dir=\"auto\">Customer&nbsp;Communications: INBOUND<br>Issue&nbsp;Details: no suction / 2 pumps<br>Resolution&nbsp;Offered:&nbsp;educ bts / adv cx to send us an email with needed details or info for an aftersales resolution / prefer refund<br>Customer&nbsp;Responses:&nbsp;cx understood<br>Follow-up&nbsp;Actions:&nbsp;N/A<br>Escalation&nbsp;Details:&nbsp;N/A<br></div>",
      "plain_body": "Customer&nbsp;Communications: INBOUND\nIssue&nbsp;Details: no suction / 2 pumps\nResolution&nbsp;Offered:&nbsp;educ bts / adv cx to send us an email with needed details or info for an aftersales resolution / prefer refund\nCustomer&nbsp;Responses:&nbsp;cx understood\nFollow-up&nbsp;Actions:&nbsp;N/A\nEscalation&nbsp;Details:&nbsp;N/A",
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      "created_at": "2026-05-13T18:39:13Z",
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    {
      "id": 57891204957081,
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      "body": "#### **Call summary:**\n\n\n- Customer, a first-time mom, purchased a Momcozy M9 breast pump from Amazon but experienced no suction from both pumps, negatively affecting her milk supply.\n- She tried various troubleshooting steps including adjusting suction levels, checking pump parts, using different flange sizes, and using replacement parts without success.\n- Customer expressed emotional distress and reluctance to try a replacement pump.\n- Agent confirmed the purchase date (September), warranty status, and offered a replacement or refund.\n- Customer declined replacement and opted for a refund due to trauma and dissatisfaction.\n- Agent instructed customer to email support@momcozy.com with the order number in the subject line, shipping info (name, address, phone), pictures of pump information labels, and a short video demonstrating the suction issue to verify the problem.\n- Customer does not have the original box but will provide the required photos and video.\n- Agent confirmed that upon receiving the requested documentation, the refund process can proceed.\n- Customer had no additional requests; call ended cordially.\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>Customer, a first-time mom, purchased a Momcozy M9 breast pump from Amazon but experienced no suction from both pumps, negatively affecting her milk supply.</li><li>She tried various troubleshooting steps including adjusting suction levels, checking pump parts, using different flange sizes, and using replacement parts without success.</li><li>Customer expressed emotional distress and reluctance to try a replacement pump.</li><li>Agent confirmed the purchase date (September), warranty status, and offered a replacement or refund.</li><li>Customer declined replacement and opted for a refund due to trauma and dissatisfaction.</li><li>Agent instructed customer to email support@momcozy.com with the order number in the subject line, shipping info (name, address, phone), pictures of pump information labels, and a short video demonstrating the suction issue to verify the problem.</li><li>Customer does not have the original box but will provide the required photos and video.</li><li>Agent confirmed that upon receiving the requested documentation, the refund process can proceed.</li><li>Customer had no additional requests; call ended cordially.</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  Customer, a first-time mom, purchased a Momcozy M9 breast pump from Amazon but experienced no suction from both pumps, negatively affecting her milk supply.  She tried various troubleshooting steps including adjusting suction levels, checking pump parts, using different flange sizes, and using replacement parts without success.  Customer expressed emotional distress and reluctance to try a replacement pump.  Agent confirmed the purchase date (September), warranty status, and offered a replacement or refund.  Customer declined replacement and opted for a refund due to trauma and dissatisfaction.  Agent instructed customer to email support@momcozy.com with the order number in the subject line, shipping info (name, address, phone), pictures of pump information labels, and a short video demonstrating the suction issue to verify the problem.  Customer does not have the original box but will provide the required photos and video.  Agent confirmed that upon receiving the requested documentation, the refund process can proceed.  Customer had no additional requests; call ended cordially.  \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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      "created_at": "2026-05-13T18:38:35Z",
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      "type": "Comment",
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      "body": "#### **Call transcript:**\n\n\n**00:02** **Agent** Thank you for calling momcozy. This is Gold. How can I help you?\n**00:07** **Customer** Hi. Yes. I'm calling regarding a momcozy breast pump that I purchased on Amazon.\n**00:16** **Agent** Uh-huh. May I know, ma'am, how I can actually help with that?\n**00:20** **Customer** Yeah. Sorry. Because I I contacted Amazon, and then I tried to do the chat feature with your company's agent, but then they told me to call instead. I purchased it, and I'm a first time mom, and I exclusively breast pump for milk. And it's just not working for me, and it's been really difficult to use.\n**00:44** **Customer** And in fact, it kind of negatively impacted my supply. So I I definitely want to, like, send it back and get a refund. I see. I'm so sorry\n**00:58** **Agent** to hear that, ma'am. Okay. You mean, ma'am, like, it doesn't have a suction, ma'am, or no suction, ma'am?\n**01:06** **Customer** Like, no no suction. And I've tried everything. I've, like, googled all the videos. And\n**01:18** **Agent** Okay. So this is happening, ma'am, for both of the pumps, ma'am, or for 1 pump only?\n**01:24** **Customer** Both of the pumps.\n**01:27** **Agent** Okay. So, yeah, could you please provide to me, ma'am, your order number from Amazon so we could check your option, ma'am?\n**01:35** **Customer** Okay. The order number is sorry. 1 moment. Check your 13 okay. It's 11323725750500238.\n**02:03** **Agent** Alright. Thank you, ma'am. Let me just go ahead, ma'am, and pull up your order number. Okay? Just kindly stay on the line, ma'am.\n**02:11** **Customer** Okay. Oh,\n**02:13** **Agent** by the way, ma'am, while I'm pulling up your order, I just have a few questions, ma'am, as part of the order. Okay. So, yeah, if I because I understand, ma'am, you that you've mentioned you already searched online for some troubleshooting. If I may ask, ma'am, have you also tried, ma'am, to put your pump on the suction hole, ma'am, of each pump and then increase the suction level from 1 to 9? Then Yes.\n**02:48** **Agent** Tried different options. Difference at the suction level? Sorry. Go ahead, ma'am. I have.\n**02:56** **Customer** Oh, no. I'm just confirming that, yes, I have.\n**03:00** **Agent** Okay. Thank you, ma'am. How about, ma'am, checking if there's any parts that is actually broken, ma'am? Have you tried to disassemble all the pump accessories and kind of a secure lid firmly, especially, ma'am, the diaphragm and the valves?\n**03:21** **Customer** Yes. So I've tried to do that. And then because the product comes with replacement parts, I've opened the new replacement parts and tried it with the second set of parts. It's the same.\n**03:34** **Agent** Okay. Thank you, ma'am. And, also, sometimes, ma'am, the reason why the pump, ma'am, will not get a suction is because the flange, ma'am, that you're using may not be may not be fitted, ma'am, to your nipple size, ma'am, and the flange size. So did you use, ma'am, the measuring the nipple measuring tool, ma'am, to make sure that you are using the correct flange size, ma'am, for a secure fit?\n**04:06** **Customer** Yes. And I yes. I've used the measurements, and I've actually tried 3 different sizes. It's the same. I\n**04:14** **Agent** see. Thank you, ma'am. So yeah. Also, could you please confirm, ma'am, if you are actually making sure that the pumps, ma'am, are fully charged before using the pumps, ma'am?\n**04:34** **Customer** Yes. They're fully charged.\n**04:38** **Agent** Alright. Thank you, ma'am. So yeah. Actually, ma'am, for this 1, I was able to pull up your order information, and I can see here that you have the m 9 pump, ma'am. Correct?\n**04:48** **Agent** And you purchased it way back September. So for this 1, ma'am, definitely, we can provide you, ma'am we can actually provide you, ma'am, a replacement for the pump, especially that you still have a warranty, ma'am, for it. So would you like to do that instead, ma'am?\n**05:10** **Customer** No. I I'm kinda traumatized using this. I I don't want it. It's like it's giving me a lot of Okay.\n**05:18** **Agent** That's good.\n**05:18** **Customer** You know, mental, emotional stress because I'm trying to, like, feed my baby, and it's it's been very traumatizing.\n**05:27** **Agent** I'm so sorry for that, ma'am. Okay? But, yeah, um, actually, ma'am, for this 1, we are open, ma'am, if you would like, uh, do you have, ma'am, a specific pump that you would like to try, ma'am, aside from m line? Maybe we can provide it, ma'am, as a replacement instead of the m 9 model?\n**05:53** **Customer** No.\n**05:56** **Agent** Okay. So, yeah, I understand, ma'am. No worries. We can definitely provide you, ma'am, a refund for the product. Okay?\n**06:03** **Agent** So, however, ma'am, for this 1, before we can proceed, ma'am, with the refund, um, we will just be needing your help in order for us to verify some information, ma'am, for the pump. Okay?\n**06:16** **Customer** Okay. I'm happy to send it back here. I just you know, I\n**06:24** **Agent** Sorry, ma'am. Didn't mean to interrupt. But, yeah, for this 1, ma'am, you will just be needing, ma'am, to send an email. The email address, ma'am, is support@momcozy.com.\n**06:39** **Customer** Sorry. Can you say that\n**06:39** **Agent** 1 more time? Ma'am Sorry, ma'am. So, again, the email address is support@momcozy.com.\n**06:52** **Customer** Okay.\n**06:54** **Agent** Yes, ma'am. And then on the email that you will be sending, please do indicate, ma'am, your order number on the subject line, and then kindly write, ma'am, on the email your shipping information. So that includes, ma'am, your full name, your shipping address, and your phone number. Then do you still have, ma'am, the original box that came with the pump, ma'am, aside from the shawl box?\n**07:18** **Customer** The original box? I don't think so.\n**07:22** **Agent** I see. That's okay, ma'am. If you don't have it, ma'am, to receive the UDI number, you can just take a picture, ma'am, of each pump's information. So that is located, ma'am, on the pump motor below the suction hole, ma'am. Can you see QR codes, like the model number, production date?\n**07:48** **Agent** Yes. Can you see the information, ma'am, on the pump? So all you need to do is just take a clear picture, ma'am, of those information for each pump, ma'am. Okay? Then attach it, ma'am, on the email that you will be sending with us.\n**08:03** **Agent** And lastly, ma'am Okay. Kindly provide a short video. So on the video, ma'am, you don't need to put the pumps on your breast. All you need to do is just to record, ma'am, on the video that you are putting your pump on the suction hold, Increase the suction level, ma'am, from 1 to 9, and then just record, ma'am, the performance of the pump for at least 10 to 5 to 15 seconds, ma'am. Okay.\n**08:35** **Agent** Alright. Thank you so much, ma'am. So you may also indicate on the email, ma'am, that you prefer to get a refund, ma'am. Okay? Okay.\n**08:46** **Agent** Alright. Thank you. So, yeah, would there be anything else, ma'am, that I can possibly assist you with? Uh, no. That was it.\n**08:56** **Agent** Alrighty. If that is the case, ma'am, again, thank you so much, ma'am, for calling momcozy. You have a wonderful day, ma'am. Bye for now. Take care.\n**09:05** **Customer** Thank you. Bye.\n**09:08** **Agent** Bye bye, ma'am.\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>00:02</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you for calling momcozy. This is Gold. How can I help you?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:07</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Hi. Yes. I'm calling regarding a momcozy breast pump that I purchased on Amazon.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Uh-huh. May I know, ma'am, how I can actually help with that?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:20</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yeah. Sorry. Because I I contacted Amazon, and then I tried to do the chat feature with your company's agent, but then they told me to call instead. I purchased it, and I'm a first time mom, and I exclusively breast pump for milk. And it's just not working for me, and it's been really difficult to use.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:44</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">And in fact, it kind of negatively impacted my supply. So I I definitely want to, like, send it back and get a refund. I see. I'm so sorry</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>00:58</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 hear that, ma'am. Okay. You mean, ma'am, like, it doesn't have a suction, ma'am, or no suction, ma'am?</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;\">Like, no no suction. And I've tried everything. I've, like, googled all the videos. And</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. So this is happening, ma'am, for both of the pumps, ma'am, or for 1 pump only?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:24</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Both of the pumps.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:27</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, yeah, could you please provide to me, ma'am, your order number from Amazon so we could check your option, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>01:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. The order number is sorry. 1 moment. Check your 13 okay. It's 11323725750500238.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:03</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. Thank you, ma'am. Let me just go ahead, ma'am, and pull up your order number. Okay? Just kindly stay on the line, ma'am.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:11</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. Oh,</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:13</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">by the way, ma'am, while I'm pulling up your order, I just have a few questions, ma'am, as part of the order. Okay. So, yeah, if I because I understand, ma'am, you that you've mentioned you already searched online for some troubleshooting. If I may ask, ma'am, have you also tried, ma'am, to put your pump on the suction hole, ma'am, of each pump and then increase the suction level from 1 to 9? Then Yes.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:48</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Tried different options. Difference at the suction level? Sorry. Go ahead, ma'am. I have.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>02:56</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, no. I'm just confirming that, yes, I have.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:00</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. Thank you, ma'am. How about, ma'am, checking if there's any parts that is actually broken, ma'am? Have you tried to disassemble all the pump accessories and kind of a secure lid firmly, especially, ma'am, the diaphragm and the valves?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:21</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. So I've tried to do that. And then because the product comes with replacement parts, I've opened the new replacement parts and tried it with the second set of parts. It's the same.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>03:34</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. Thank you, ma'am. And, also, sometimes, ma'am, the reason why the pump, ma'am, will not get a suction is because the flange, ma'am, that you're using may not be may not be fitted, ma'am, to your nipple size, ma'am, and the flange size. So did you use, ma'am, the measuring the nipple measuring tool, ma'am, to make sure that you are using the correct flange size, ma'am, for a secure fit?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:06</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. And I yes. I've used the measurements, and I've actually tried 3 different sizes. It's the same. I</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:14</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">see. Thank you, ma'am. So yeah. Also, could you please confirm, ma'am, if you are actually making sure that the pumps, ma'am, are fully charged before using the pumps, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:34</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Yes. They're fully charged.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:38</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Thank you, ma'am. So yeah. Actually, ma'am, for this 1, I was able to pull up your order information, and I can see here that you have the m 9 pump, ma'am. Correct?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>04:48</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 you purchased it way back September. So for this 1, ma'am, definitely, we can provide you, ma'am we can actually provide you, ma'am, a replacement for the pump, especially that you still have a warranty, ma'am, for it. So would you like to do that instead, ma'am?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:10</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No. I I'm kinda traumatized using this. I I don't want it. It's like it's giving me a lot of Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:18</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">That's good.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:18</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 know, mental, emotional stress because I'm trying to, like, feed my baby, and it's it's been very traumatizing.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:27</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I'm so sorry for that, ma'am. Okay? But, yeah, um, actually, ma'am, for this 1, we are open, ma'am, if you would like, uh, do you have, ma'am, a specific pump that you would like to try, ma'am, aside from m line? Maybe we can provide it, ma'am, as a replacement instead of the m 9 model?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:53</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">No.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>05:56</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, yeah, I understand, ma'am. No worries. We can definitely provide you, ma'am, a refund for the product. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:03</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, however, ma'am, for this 1, before we can proceed, ma'am, with the refund, um, we will just be needing your help in order for us to verify some information, ma'am, for the pump. Okay?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:16</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay. I'm happy to send it back here. I just you know, I</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:24</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, ma'am. Didn't mean to interrupt. But, yeah, for this 1, ma'am, you will just be needing, ma'am, to send an email. The email address, ma'am, is support@momcozy.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Sorry. Can you say that</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:39</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">1 more time? Ma'am Sorry, ma'am. So, again, the email address is support@momcozy.com.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>06:52</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Okay.</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;\">Yes, ma'am. And then on the email that you will be sending, please do indicate, ma'am, your order number on the subject line, and then kindly write, ma'am, on the email your shipping information. So that includes, ma'am, your full name, your shipping address, and your phone number. Then do you still have, ma'am, the original box that came with the pump, ma'am, aside from the shawl box?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:18</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 original box? I don't think so.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:22</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">I see. That's okay, ma'am. If you don't have it, ma'am, to receive the UDI number, you can just take a picture, ma'am, of each pump's information. So that is located, ma'am, on the pump motor below the suction hole, ma'am. Can you see QR codes, like the model number, production date?</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>07:48</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. Can you see the information, ma'am, on the pump? So all you need to do is just take a clear picture, ma'am, of those information for each pump, ma'am. Okay? Then attach it, ma'am, on the email that you will be sending with us.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:03</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 lastly, ma'am Okay. Kindly provide a short video. So on the video, ma'am, you don't need to put the pumps on your breast. All you need to do is just to record, ma'am, on the video that you are putting your pump on the suction hold, Increase the suction level, ma'am, from 1 to 9, and then just record, ma'am, the performance of the pump for at least 10 to 5 to 15 seconds, ma'am. Okay.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:35</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Alright. Thank you so much, ma'am. So you may also indicate on the email, ma'am, that you prefer to get a refund, ma'am. Okay? Okay.</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;\">Alright. Thank you. So, yeah, would there be anything else, ma'am, that I can possibly assist you with? Uh, no. That was it.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>08:56</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. If that is the case, ma'am, again, thank you so much, ma'am, for calling momcozy. You have a wonderful day, ma'am. Bye for now. Take care.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:05</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Customer</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Thank you. Bye.</td></tr><tr><td style=\"width: 1%; border-style: none;\"><b>09:08</b></td><td style=\"width: 1%; text-wrap: nowrap; border-style: none;\"><b>Agent</b></td><td style=\"padding-bottom: 10px; border-style: none;\">Bye bye, ma'am.</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: \n00:02AgentThank you for calling momcozy. This is Gold. How can I help you?00:07CustomerHi. Yes. I'm calling regarding a momcozy breast pump that I purchased on Amazon.00:16AgentUh-huh. May I know, ma'am, how I can actually help with that?00:20CustomerYeah. Sorry. Because I I contacted Amazon, and then I tried to do the chat feature with your company's agent, but then they told me to call instead. I purchased it, and I'm a first time mom, and I exclusively breast pump for milk. And it's just not working for me, and it's been really difficult to use.00:44CustomerAnd in fact, it kind of negatively impacted my supply. So I I definitely want to, like, send it back and get a refund. I see. I'm so sorry00:58Agentto hear that, ma'am. Okay. You mean, ma'am, like, it doesn't have a suction, ma'am, or no suction, ma'am?01:06CustomerLike, no no suction. And I've tried everything. I've, like, googled all the videos. And01:18AgentOkay. So this is happening, ma'am, for both of the pumps, ma'am, or for 1 pump only?01:24CustomerBoth of the pumps.01:27AgentOkay. So, yeah, could you please provide to me, ma'am, your order number from Amazon so we could check your option, ma'am?01:35CustomerOkay. The order number is sorry. 1 moment. Check your 13 okay. It's 11323725750500238.02:03AgentAlright. Thank you, ma'am. Let me just go ahead, ma'am, and pull up your order number. Okay? Just kindly stay on the line, ma'am.02:11CustomerOkay. Oh,02:13Agentby the way, ma'am, while I'm pulling up your order, I just have a few questions, ma'am, as part of the order. Okay. So, yeah, if I because I understand, ma'am, you that you've mentioned you already searched online for some troubleshooting. If I may ask, ma'am, have you also tried, ma'am, to put your pump on the suction hole, ma'am, of each pump and then increase the suction level from 1 to 9? Then Yes.02:48AgentTried different options. Difference at the suction level? Sorry. Go ahead, ma'am. I have.02:56CustomerOh, no. I'm just confirming that, yes, I have.03:00AgentOkay. Thank you, ma'am. How about, ma'am, checking if there's any parts that is actually broken, ma'am? Have you tried to disassemble all the pump accessories and kind of a secure lid firmly, especially, ma'am, the diaphragm and the valves?03:21CustomerYes. So I've tried to do that. And then because the product comes with replacement parts, I've opened the new replacement parts and tried it with the second set of parts. It's the same.03:34AgentOkay. Thank you, ma'am. And, also, sometimes, ma'am, the reason why the pump, ma'am, will not get a suction is because the flange, ma'am, that you're using may not be may not be fitted, ma'am, to your nipple size, ma'am, and the flange size. So did you use, ma'am, the measuring the nipple measuring tool, ma'am, to make sure that you are using the correct flange size, ma'am, for a secure fit?04:06CustomerYes. And I yes. I've used the measurements, and I've actually tried 3 different sizes. It's the same. I04:14Agentsee. Thank you, ma'am. So yeah. Also, could you please confirm, ma'am, if you are actually making sure that the pumps, ma'am, are fully charged before using the pumps, ma'am?04:34CustomerYes. They're fully charged.04:38AgentAlright. Thank you, ma'am. So yeah. Actually, ma'am, for this 1, I was able to pull up your order information, and I can see here that you have the m 9 pump, ma'am. Correct?04:48AgentAnd you purchased it way back September. So for this 1, ma'am, definitely, we can provide you, ma'am we can actually provide you, ma'am, a replacement for the pump, especially that you still have a warranty, ma'am, for it. So would you like to do that instead, ma'am?05:10CustomerNo. I I'm kinda traumatized using this. I I don't want it. It's like it's giving me a lot of Okay.05:18AgentThat's good.05:18CustomerYou know, mental, emotional stress because I'm trying to, like, feed my baby, and it's it's been very traumatizing.05:27AgentI'm so sorry for that, ma'am. Okay? But, yeah, um, actually, ma'am, for this 1, we are open, ma'am, if you would like, uh, do you have, ma'am, a specific pump that you would like to try, ma'am, aside from m line? Maybe we can provide it, ma'am, as a replacement instead of the m 9 model?05:53CustomerNo.05:56AgentOkay. So, yeah, I understand, ma'am. No worries. We can definitely provide you, ma'am, a refund for the product. Okay?06:03AgentSo, however, ma'am, for this 1, before we can proceed, ma'am, with the refund, um, we will just be needing your help in order for us to verify some information, ma'am, for the pump. Okay?06:16CustomerOkay. I'm happy to send it back here. I just you know, I06:24AgentSorry, ma'am. Didn't mean to interrupt. But, yeah, for this 1, ma'am, you will just be needing, ma'am, to send an email. The email address, ma'am, is support@momcozy.com.06:39CustomerSorry. Can you say that06:39Agent1 more time? Ma'am Sorry, ma'am. So, again, the email address is support@momcozy.com.06:52CustomerOkay.06:54AgentYes, ma'am. And then on the email that you will be sending, please do indicate, ma'am, your order number on the subject line, and then kindly write, ma'am, on the email your shipping information. So that includes, ma'am, your full name, your shipping address, and your phone number. Then do you still have, ma'am, the original box that came with the pump, ma'am, aside from the shawl box?07:18CustomerThe original box? I don't think so.07:22AgentI see. That's okay, ma'am. If you don't have it, ma'am, to receive the UDI number, you can just take a picture, ma'am, of each pump's information. So that is located, ma'am, on the pump motor below the suction hole, ma'am. Can you see QR codes, like the model number, production date?07:48AgentYes. Can you see the information, ma'am, on the pump? So all you need to do is just take a clear picture, ma'am, of those information for each pump, ma'am. Okay? Then attach it, ma'am, on the email that you will be sending with us.08:03AgentAnd lastly, ma'am Okay. Kindly provide a short video. So on the video, ma'am, you don't need to put the pumps on your breast. All you need to do is just to record, ma'am, on the video that you are putting your pump on the suction hold, Increase the suction level, ma'am, from 1 to 9, and then just record, ma'am, the performance of the pump for at least 10 to 5 to 15 seconds, ma'am. Okay.08:35AgentAlright. Thank you so much, ma'am. So you may also indicate on the email, ma'am, that you prefer to get a refund, ma'am. Okay? Okay.08:46AgentAlright. Thank you. So, yeah, would there be anything else, ma'am, that I can possibly assist you with? Uh, no. That was it.08:56AgentAlrighty. If that is the case, ma'am, again, thank you so much, ma'am, for calling momcozy. You have a wonderful day, ma'am. Bye for now. Take care.09:05CustomerThank you. Bye.09:08AgentBye bye, ma'am.\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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