更多原始信息
提取后的分类输入 JSON
{
"ticket": {
"ticket_id": "1256822",
"subject": "Warmer is defective",
"description": "This is a follow-up to your previous request #1065824 \"Fwd: Momcozy Re: Request fo...\"\n\nHello, I’m reaching out because I think my warmer is broken that I bought in September 2025. It will not power on anymore. If you could reach back whenever you can to find a solution I would appreciate it.\n\nThank you!\nSent from my iPhone\n\nOn Mar 9, 2026, at 10:01 PM, Momcozy support wrote:\n\n\n\nHello Luis Hernandez,\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/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=5) Very Satisfied (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=5)\n\n😊 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=4) Satisfied (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=4)\n\n😐 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=3) Neutral (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=3)\n\n😟 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=2) Dissatisfied (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=2)\n\n😞 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=1) Very Dissatisfied (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=1)\n\nHere's a reminder of what this request was about:\n\nKay (Momcozy)\n\nMar 9, 2026, 10:49 GMT+8\n\nHello,\n \nThanks for your confirmation.\n \nWe're happy to let you know that the M5 double pumps and a new lid are now being processed and are expected to ship within the next 48 hours. ✅\n \n🔔 Please note that tracking numbers are not sent automatically by our system. If you would like to receive yours, simply reply to this email after 2 business days, and we'll share it with you as soon as possible.\n \nDelivery typically takes 3–7 business days, so you can expect your replacement to arrive within that timeframe.\nHowever, the delivery time for the lid is 7-12 business days.\n \nShould you have any questions or need further assistance as you await delivery, please feel free to reach out—we're here to help.\n \nThank you once again for trusting Momcozy. We truly appreciate your support. 💛\n \nBest regards,\nMomcozy Customer Support Team\n-------------------------------\nPlease note that your support ticket may be closed automatically by our system. Please don't worry—this is just an automated process, and it does not mean your issue is closed or forgotten. If you have any further questions or need more help, you can always reply to this email or contact us directly. We're here for you! 😊\n\nLuis Hernandez\n\nMar 8, 2026, 14:44 GMT+8\n\nThank you for reaching back! Yes, we would like to downgrade to the M5 from the Air1.\nSent from my iPhone\n\nKay (Momcozy)\n\nMar 8, 2026, 12:23 GMT+8\n\nHi there,\n \nThank you for providing all the details, videos, and your updated shipping address—we truly appreciate your cooperation.\n \nWe're happy to move forward with the following solutions:\n \n\n🔁 Breast Pump Replacement\n\nYes, we can downgrade your Air 1 to the M5 model as you requested. Please kindly note that once this replacement is processed, you will not be able to switch back to the Air 1 or any other model in the future.\n \n\n🍼 Warmer Issue\n\nFor the warmer (MW05), we will send you a new lid to replace the damaged one.\n \n\n📦 Confirmations\n\nCould you please confirm the following so we can proceed?\n \n\n*\n\nYou agree to the M5 replacement with the understanding that no future model switches will be possible.\n\n \n\nOnce we receive your confirmation, we’ll process both replacements as quickly as possible.\n \nThank you again for your patience and for trusting Momcozy!\n \nBest regards,\nMomcozy Customer Support Team\n\nLuis Hernandez\n\nMar 7, 2026, 09:53 GMT+8\n\nHey I forgot to add for the replacement breast pump. Instead of the Air 1, we would like to down grade to the M5 breast pump. \nSent from my iPhone\n\nLuis Hernandez\n\nMar 7, 2026, 09:20 GMT+8\n\nHello,\n\nThank you for reaching back. I have the information needed.\n\nSerial number for the Air 1: Air1NRD25061011435\n\nAs for the warmer, I don't have the original packaging and there is no QR code to scan at the bottom of the device. The warmer has a model number: MW05 and also a Date Code: 202505\n\nHere is a short video of what’s wrong the warmer.\n \n\nShipping address has changed to 400 Charolette St Apt 107 Kansas City, Missouri 64106\n\nThank you again!\nSent from my iPhone\n\nAttachment(s)\nVideo.mov (https://rootglobal.zendesk.com/attachments/token/IlsejB1eEBWwKDM66UeQOyCZP/?name=Video.mov)\n\nKay (Momcozy)\n\nMar 5, 2026, 15:21 GMT+8\n\nHi there,\n \nThank you for your follow-up.\n \nWe just wanted to check in and see if you received our previous response regarding your Air 1 pump and warmer issues. We sent over some troubleshooting steps and requested additional information (such as UDI, video, and model preference) to help us proceed with a replacement if needed.\n\n \nIf you have any questions or need assistance locating the requested details, please don't hesitate to let us know—we're here to help!\n \nLooking forward to your reply.\n \nBest regards,\nMomcozy Customer Support Team\n\nKay (Momcozy)\n\nMar 3, 2026, 16:56 GMT+8\n\nHi there,\n \nThank you for reaching out and sharing the issues you're experiencing with both your Air 1 pump and water warmer. We're truly sorry to hear that you're dealing with multiple product concerns—we completely understand how frustrating this must be, and we're here to help.\n \nTo assist you effectively, could you please provide the following information?\n-------------------------------\n\n1. UDI or Serial Number (for both the Air 1 pump and the warmer)\n\nYou can find this by scanning the QR code on the bottom of each device or on the original packaging.\n \n-------------------------------\n\n2. Suction Issue Troubleshooting (Air 1 Pump)\n\nBefore confirming a replacement, could you please try the following quick suction check:\nStep-by-Step Check:\n \n• Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.\n \n• Power On & Select Mode: Turn on the motor and set it to Expression Mode.\n \n• Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound.\n \n• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.\n \nComfort & Fit Matters:\n \n• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment\n \n• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size\n \n• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance\n \n• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level\n \n-------------------------------\n\n3. Video of the Warmer Issue\n\nCould you kindly send a short video showing the broken piece on the warmer and how it no longer closes properly? This will help us better understand the issue.\n \n-------------------------------\n\n4. Regarding a Different Model\n\nWe're happy to make a one-time exception and offer you a replacement with a different model if you prefer. Please kindly note:\n \n\n*\n\nOnce you switch to another model, you will not be able to switch back to the Air 1 or any other model in the future.\n\n*\n\nIf the model you choose has a higher price than the Air 1, you may need to pay the price difference.\n\nPlease let us know which model you're interested in, and we'll check availability.\n-------------------------------\n\n5. Shipping Address (if replacement is needed)\n\nPlease confirm if the shipping information is correct.\nLuis J Hernandez\n7332 Palmer av Kansas City Missouri 64158\n8166543945 / 8168488144\n-------------------------------\nOnce we receive the requested information and videos, we'll review your case and arrange the replacements as quickly as possible.\n \nThank you again for your patience and for trusting Momcozy. We're here to support you!\n \nBest regards,\nMomcozy Customer Support Team\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[44J191-41DJJ]",
"status": "open",
"priority": "normal",
"product_model": "milk pump::Momcozy::Air 1",
"created_at": "2026-05-14T00:29:00Z",
"updated_at": "2026-05-14T00:29:00Z"
},
"zendesk_fields": {
"agents_notes_field_id": "34029476051481",
"agents_notes_label": "MW05:\nNew Platform>Walmart Online: MW05, 2025/9/14\n2000135-88963603\n\nAir 1: 2025/8/6\nair 1👉M5\n\nLuis J Hernandez\n400 Charolette St Apt 107 Kansas City, Missouri 64106\n8166543945 / 8168488144",
"agents_notes": "MW05:\nNew Platform>Walmart Online: MW05, 2025/9/14\n2000135-88963603\n\nAir 1: 2025/8/6\nair 1👉M5\n\nLuis J Hernandez\n400 Charolette St Apt 107 Kansas City, Missouri 64106\n8166543945 / 8168488144",
"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": "57896213551001",
"type": "Comment",
"created_at": "2026-05-14T00:29:00Z",
"author_id": "55627853751065",
"author_name": "Luis Hernandez",
"author_role": "end-user",
"sender_type": "customer",
"channel": "web",
"public": true,
"recording_type": "",
"text": "This is a follow-up to your previous request #1065824 \"Fwd: Momcozy Re: Request fo...\" Hello, I’m reaching out because I think my warmer is broken that I bought in September 2025. It will not power on anymore. If you could reach back whenever you can to find a solution I would appreciate it. \n Thank you!\n Sent from my iPhone"
}
]
}
翻译 JSON
{
"translated_subject": "温奶器故障",
"translated_description": "这是对您之前请求 #1065824 \"Fwd: Momcozy Re: Request fo...\" 的跟进。\n\n您好，我联系是因为我觉得我 2025 年 9 月购买的温奶器坏了。它无法再开机了。如果您能在方便时回复并寻找解决方案，我将不胜感激。\n\n谢谢！\n发自我的 iPhone\n\n于 2026 年 3 月 9 日晚上 10:01，Momcozy 客服写道：\n\n\n\n您好 Luis Hernandez，\n\n我们非常感谢您在 Momcozy 的体验，并希望听到您的想法！如果您有时间，请点击下面的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😀 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=5) 非常满意 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=5)\n\n😊 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=4) 满意 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=4)\n\n😐 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=3) 一般 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=3)\n\n😟 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=2) 不满意 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=2)\n\n😞 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=1) 非常不满意 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=1)\n\n以下是此请求相关内容的提醒：\n\nKay (Momcozy)\n\n2026 年 3 月 9 日，10:49 GMT+8\n\n您好，\n\n感谢您的确认。\n\n我们很高兴地通知您，M5 双边吸奶器和新盖子目前正在处理中，预计将在接下来的 48 小时内发货。 ✅\n\n🔔 请注意，系统不会自动发送追踪号。如果您想获取您的追踪号，只需在 2 个工作日后回复此邮件，我们会尽快与您分享。\n\n送货通常需要 3-7 个工作日，因此您可以预计更换品在此时间段内送达。 \n但是，盖子的运送时间为 7-12 个工作日。\n\n如果您在等待收货期间有任何疑问或需要进一步协助，请随时联系我们——我们随时为您提供帮助。\n\n再次感谢您对 Momcozy 的信任。我们非常感谢您的支持。 💛\n\n顺颂商祺，\nMomcozy 客服团队\n-------------------------------\n请注意，您的支持工单可能会被我们的系统自动关闭。请不要担心——这只是一个自动化过程，并不意味着您的问题已结束或被遗忘。如果您有任何进一步的问题或需要更多帮助，您可以随时回复此邮件或直接联系我们。我们随时为您服务！ 😊\n\nLuis Hernandez\n\n2026 年 3 月 8 日，14:44 GMT+8\n\n感谢您的回复！是的，我们想从 Air1 降级到 M5。\n发自我的 iPhone\n\nKay (Momcozy)\n\n2026 年 3 月 8 日，12:23 GMT+8\n\n您好，\n\n感谢您提供所有详细信息、视频以及更新后的收货地址——我们非常感谢您的配合。\n\n我们很高兴能推进以下方案：\n\n🔁 吸奶器更换\n\n是的，我们可以按照您的要求将您的 Air 1 降级为 M5 型号。请注意，一旦此次更换处理完毕，您将来将无法再切回 Air 1 或任何其他型号。\n\n🍼 温奶器问题\n\n对于温奶器 (MW05)，我们将为您寄送一个新盖子以更换损坏的盖子。\n\n📦 确认事项\n\n能否请您确认以下内容，以便我们继续办理？\n\n*\n\n您同意更换为 M5，并理解今后无法更换其他型号。\n\n一旦我们收到您的确认，我们将尽快处理这两项更换。\n\n再次感谢您的耐心等待以及对 Momcozy 的信任！\n\n顺颂商祺，\nMomcozy 客服团队\n\nLuis Hernandez\n\n2026 年 3 月 7 日，09:53 GMT+8\n\n嘿，我忘了补充更换吸奶器的事。我们想把 Air 1 降级为 M5 吸奶器。\n发自我的 iPhone\n\nLuis Hernandez\n\n2026 年 3 月 7 日，09:20 GMT+8\n\n您好，\n\n感谢回复。我已经掌握了所需的信息。\n\nAir 1 的序列号：Air1NRD25061011435\n\n至于温奶器，我没有原始包装，设备底部也没有可扫描的二维码。温奶器的型号为：MW05，日期代码：202505\n\n这是一个关于温奶器故障的短视频。\n\n收货地址已更改为 400 Charolette St Apt 107 Kansas City, Missouri 64106\n\n再次感谢！\n发自我的 iPhone\n\n附件\nVideo.mov (https://rootglobal.zendesk.com/attachments/token/IlsejB1eEBWwKDM66UeQOyCZP/?name=Video.mov)\n\nKay (Momcozy)\n\n2026 年 3 月 5 日，15:21 GMT+8\n\n您好，\n\n感谢您的跟进。\n\n我们只是想了解一下，您是否收到了我们之前关于您的 Air 1 吸奶器和温奶器问题的回复。我们发送了一些排查步骤，并请求了额外信息（如 UDI、视频和型号偏好），以帮助我们在需要时进行更换。\n\n如果您有任何疑问或在查找所需信息时需要帮助，请随时告诉我们——我们随时为您提供帮助！\n\n期待您的回复。\n\n顺颂商祺，\nMomcozy 客服团队\n\nKay (Momcozy)\n\n2026 年 3 月 3 日，16:56 GMT+8\n\n您好，\n\n感谢您联系并分享您的 Air 1 吸奶器和温奶器所遇到的问题。我们非常遗憾听到您正面临多个产品问题——我们完全理解这该有多令人沮丧，我们在这里为您提供帮助。\n\n为了有效地协助您，能否请您提供以下信息？\n-------------------------------\n\n1. UDI 或序列号（针对 Air 1 吸奶器和温奶器）\n\n您可以通过扫描每个设备底部或原始包装上的二维码找到它。\n\n-------------------------------\n\n2. 吸力问题排查（Air 1 吸奶器）\n\n在确认更换之前，能否请您尝试以下快速吸力检查：\n分步检查：\n\n• 充电与更新：请确保马达已充满电，且您的 Momcozy App 已更新至最新版本。\n\n• 开机并选择模式：打开马达并将其设置为“泌乳模式”（Expression Mode）。\n\n• 检查气流声音：将手指轻轻放在马达的吸力口上，交替堵住和松开，同时倾听气流声音。\n\n• 调节吸力水平：逐渐增加吸力水平并重复气流检查，注意声音是否变大。\n\n舒适与贴合度事项：\n\n• 检查密封性：确保所有配件都连接牢固，且您的文胸提供紧密的贴合以便正确佩戴\n\n• 核实法兰尺寸：请在勃起时测量两个乳头，以确认您使用的是正确的法兰或插入器尺寸\n\n• 检查配件：查看是否有任何磨损或损坏——我们建议每 3 个月更换一次部件以获得最佳性能\n\n• 寻找您的舒适等级：逐渐增加吸力直到感到轻微不适，然后降低一级\n\n-------------------------------\n\n3. 温奶器问题的视频\n\n能否请您发送一段短视频，展示温奶器上的损坏部件以及它如何无法再正常关闭？这将帮助我们更好地了解问题。\n\n-------------------------------\n\n4. 关于更换不同型号\n\n如果您愿意，我们很乐意破例为您提供一次更换不同型号的机会。请注意：\n\n*\n\n一旦您切换到另一个型号，您将来将无法再切回 Air 1 或任何其他型号。\n\n*\n\n如果您选择的型号价格高于 Air 1，您可能需要支付差价。\n\n请告诉我们您对哪个型号感兴趣，我们将检查是否有货。\n-------------------------------\n\n5. 收货地址（如果需要更换）\n\n请确认送货信息是否正确。\nLuis J Hernandez\n7332 Palmer av Kansas City Missouri 64158\n8166543945 / 8168488144\n-------------------------------\n一旦我们收到所需的信息和视频，我们将审核您的情况并尽快安排更换。\n\n再次感谢您的耐心等待以及对 Momcozy 的信任。我们在这里支持您！\n\n顺颂商祺，\nMomcozy 客服团队\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非常感谢您的支持并联系我们！\n\nMomcozy 支持团队\n\n此邮件是 Momcozy 提供的一项服务。由 Zendesk 送达 (https://www.zendesk.com/support/?utm_campaign=text&utm_content=Rootglobal&utm_medium=poweredbyzendesk&utm_source=email-notification)\n\n[44J191-41DJJ]",
"translated_agents_notes": "MW05：\n新平台 > Walmart Online：MW05, 2025/9/14\n2000135-88963603\n\nAir 1：2025/8/6\nair 1 👉 M5\n\nLuis J Hernandez\n400 Charolette St Apt 107 Kansas City, Missouri 64106\n8166543945 / 8168488144",
"translated_category_label": "CPI::吸力弱",
"translated_messages": [
{
"conversation_id": "57896213551001",
"created_at": "2026-05-14T00:29:00Z",
"sender_type": "customer",
"author_name": "Luis Hernandez",
"channel": "web",
"translated_text": "这是对您之前请求 #1065824 \"Fwd: Momcozy Re: Request fo...\" 的跟进。您好，我联系是因为我觉得我 2025 年 9 月购买的温奶器坏了。它无法再开机了。如果您能在方便时回复并寻找解决方案，我将不胜感激。\n谢谢！\n发自我的 iPhone"
}
],
"chinese_reading_text": "标题：温奶器故障\n既有分类：CPI::吸力弱\n产品/渠道：milk pump::Momcozy::Air 1 / Agent\n客服备注：MW05：新平台 > Walmart Online：MW05, 2025/9/14；订单号 2000135-88963603；Air 1: 2025/8/6；更换方案：air 1 👉 M5；地址：400 Charolette St Apt 107 Kansas City, Missouri 64106；电话：8166543945 / 8168488144\n描述：客户反馈 2025 年 9 月购买的温奶器无法开机。该工单为历史工单 #1065824 的跟进。历史记录显示客户曾处理 Air 1 吸奶器吸力问题并选择更换为 M5 型号，且温奶器 (MW05) 之前曾申请更换盖子。\n会话记录：\n[2026-05-14 customer Luis Hernandez]: 这是对您之前请求 #1065824 \"Fwd: Momcozy Re: Request fo...\" 的跟进。您好，我联系是因为我觉得我 2025 年 9 月购买的温奶器坏了。它无法再开机了。如果您能在方便时回复并寻找解决方案，我将不胜感激。谢谢！发自我的 iPhone",
"translation_notes": [
"description 部分包含大量的邮件历史往来，已全部完整翻译。",
"地址、序列号、订单号、电话等关键信息均已保留原样。",
"MW05 型号对应温奶器，Air 1 和 M5 对应吸奶器。"
]
}
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"ticket": {
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"subject": "Warmer is defective",
"description": "This is a follow-up to your previous request #1065824 \"Fwd: Momcozy Re: Request fo...\"\n\nHello, I’m reaching out because I think my warmer is broken that I bought in September 2025. It will not power on anymore. If you could reach back whenever you can to find a solution I would appreciate it.\n\nThank you!\nSent from my iPhone\n\nOn Mar 9, 2026, at 10:01 PM, Momcozy support <support@momcozy.com> wrote:\n\n\n\nHello Luis Hernandez,\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/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=5) Very Satisfied (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=5)\n\n😊 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=4) Satisfied (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=4)\n\n😐 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=3) Neutral (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=3)\n\n😟 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=2) Dissatisfied (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=2)\n\n😞 (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=1) Very Dissatisfied (https://momcozy.zendesk.com/hc/en-us/survey_responses/01KKAV2WQBC3XT04XKS71PMKQ8?access_token=aIpS-zERKNEVW1-a0EleO16jug&rating=1)\n\nHere's a reminder of what this request was about:\n\nKay (Momcozy)\n\nMar 9, 2026, 10:49 GMT+8\n\nHello,\n \nThanks for your confirmation.\n \nWe're happy to let you know that the M5 double pumps and a new lid are now being processed and are expected to ship within the next 48 hours. ✅\n \n🔔 Please note that tracking numbers are not sent automatically by our system. If you would like to receive yours, simply reply to this email after 2 business days, and we'll share it with you as soon as possible.\n \nDelivery typically takes 3–7 business days, so you can expect your replacement to arrive within that timeframe.\nHowever, the delivery time for the lid is 7-12 business days.\n \nShould you have any questions or need further assistance as you await delivery, please feel free to reach out—we're here to help.\n \nThank you once again for trusting Momcozy. We truly appreciate your support. 💛\n \nBest regards,\nMomcozy Customer Support Team\n-------------------------------\nPlease note that your support ticket may be closed automatically by our system. Please don't worry—this is just an automated process, and it does not mean your issue is closed or forgotten. If you have any further questions or need more help, you can always reply to this email or contact us directly. We're here for you! 😊\n\nLuis Hernandez\n\nMar 8, 2026, 14:44 GMT+8\n\nThank you for reaching back! Yes, we would like to downgrade to the M5 from the Air1.\nSent from my iPhone\n\nKay (Momcozy)\n\nMar 8, 2026, 12:23 GMT+8\n\nHi there,\n \nThank you for providing all the details, videos, and your updated shipping address—we truly appreciate your cooperation.\n \nWe're happy to move forward with the following solutions:\n \n\n🔁 Breast Pump Replacement\n\nYes, we can downgrade your Air 1 to the M5 model as you requested. Please kindly note that once this replacement is processed, you will not be able to switch back to the Air 1 or any other model in the future.\n \n\n🍼 Warmer Issue\n\nFor the warmer (MW05), we will send you a new lid to replace the damaged one.\n \n\n📦 Confirmations\n\nCould you please confirm the following so we can proceed?\n \n\n*\n\nYou agree to the M5 replacement with the understanding that no future model switches will be possible.\n\n \n\nOnce we receive your confirmation, we’ll process both replacements as quickly as possible.\n \nThank you again for your patience and for trusting Momcozy!\n \nBest regards,\nMomcozy Customer Support Team\n\nLuis Hernandez\n\nMar 7, 2026, 09:53 GMT+8\n\nHey I forgot to add for the replacement breast pump. Instead of the Air 1, we would like to down grade to the M5 breast pump. \nSent from my iPhone\n\nLuis Hernandez\n\nMar 7, 2026, 09:20 GMT+8\n\nHello,\n\nThank you for reaching back. I have the information needed.\n\nSerial number for the Air 1: Air1NRD25061011435\n\nAs for the warmer, I don't have the original packaging and there is no QR code to scan at the bottom of the device. The warmer has a model number: MW05 and also a Date Code: 202505\n\nHere is a short video of what’s wrong the warmer.\n \n\nShipping address has changed to 400 Charolette St Apt 107 Kansas City, Missouri 64106\n\nThank you again!\nSent from my iPhone\n\nAttachment(s)\nVideo.mov (https://rootglobal.zendesk.com/attachments/token/IlsejB1eEBWwKDM66UeQOyCZP/?name=Video.mov)\n\nKay (Momcozy)\n\nMar 5, 2026, 15:21 GMT+8\n\nHi there,\n \nThank you for your follow-up.\n \nWe just wanted to check in and see if you received our previous response regarding your Air 1 pump and warmer issues. We sent over some troubleshooting steps and requested additional information (such as UDI, video, and model preference) to help us proceed with a replacement if needed.\n\n \nIf you have any questions or need assistance locating the requested details, please don't hesitate to let us know—we're here to help!\n \nLooking forward to your reply.\n \nBest regards,\nMomcozy Customer Support Team\n\nKay (Momcozy)\n\nMar 3, 2026, 16:56 GMT+8\n\nHi there,\n \nThank you for reaching out and sharing the issues you're experiencing with both your Air 1 pump and water warmer. We're truly sorry to hear that you're dealing with multiple product concerns—we completely understand how frustrating this must be, and we're here to help.\n \nTo assist you effectively, could you please provide the following information?\n-------------------------------\n\n1. UDI or Serial Number (for both the Air 1 pump and the warmer)\n\nYou can find this by scanning the QR code on the bottom of each device or on the original packaging.\n \n-------------------------------\n\n2. Suction Issue Troubleshooting (Air 1 Pump)\n\nBefore confirming a replacement, could you please try the following quick suction check:\nStep-by-Step Check:\n \n• Charge & Update: Please ensure the motor is fully charged and your Momcozy app is updated to the latest version.\n \n• Power On & Select Mode: Turn on the motor and set it to Expression Mode.\n \n• Check Airflow Sound: Gently place your finger over the motor's suction port, alternately blocking and releasing it while listening to the airflow sound.\n \n• Adjust Suction Level: Gradually increase the suction level and repeat the airflow check, noting if the sound becomes louder.\n \nComfort & Fit Matters:\n \n• Check the seal: Ensure all accessories are securely connected and your bra provides a snug fit for proper attachment\n \n• Verify flange size: Please measure both nipples when erect to confirm you're using the right flange or insert size\n \n• Inspect accessories: Look for any wear or damage - we recommend replacing parts every 3 months for optimal performance\n \n• Find your comfort level: Gradually increase suction until slightly uncomfortable, then reduce by one level\n \n-------------------------------\n\n3. Video of the Warmer Issue\n\nCould you kindly send a short video showing the broken piece on the warmer and how it no longer closes properly? This will help us better understand the issue.\n \n-------------------------------\n\n4. Regarding a Different Model\n\nWe're happy to make a one-time exception and offer you a replacement with a different model if you prefer. Please kindly note:\n \n\n*\n\nOnce you switch to another model, you will not be able to switch back to the Air 1 or any other model in the future.\n\n*\n\nIf the model you choose has a higher price than the Air 1, you may need to pay the price difference.\n\nPlease let us know which model you're interested in, and we'll check availability.\n-------------------------------\n\n5. Shipping Address (if replacement is needed)\n\nPlease confirm if the shipping information is correct.\nLuis J Hernandez\n7332 Palmer av Kansas City Missouri 64158\n8166543945 / 8168488144\n-------------------------------\nOnce we receive the requested information and videos, we'll review your case and arrange the replacements as quickly as possible.\n \nThank you again for your patience and for trusting Momcozy. We're here to support you!\n \nBest regards,\nMomcozy Customer Support Team\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\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[44J191-41DJJ]",
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"html_body": "<div class=\"zd-comment\" dir=\"auto\"><div>This is a follow-up to your previous request <a href=\"/agent/tickets/1065824\" target=\"_blank\" rel=\"ticket\">#1065824</a> \"Fwd: Momcozy Re: Request fo...\"</div>Hello, I’m reaching out because I think my warmer is broken that I bought in September 2025. It will not power on anymore. If you could reach back whenever you can to find a solution I would appreciate it.<div><br></div><div>Thank you!<br><div dir=\"ltr\">Sent from my iPhone</div></div></div>",
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