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"body": "(10:56:20) Momcozy Fay: Thank you for bringing this to our attention. We're truly sorry to hear about the unusual noise from your pump and completely understand your concern. We're here to help you identify the cause and find the best solution.\n \nTo better analyze the issue you're experiencing, please provide:\nOrder number\nThe sales platform where you made the purchase\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.\n \nTo better understand the situation, could you let us know: Is this a new issue with a pump you've been using for a while, or did you just start using it?\n \nHave you tried disassembling the breast pump's main unit and accessories, and running the main unit alone to see if the noise is coming from the main unit?\n \nWe appreciate your patience and cooperation as we work to resolve this. Please let us know which scenario applies, and we'll take the next steps together.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(10:56:20) Momcozy Fay: Thank you for bringing this to our attention. We're truly sorry to hear about the unusual noise from your pump and completely understand your concern. We're here to help you identify the cause and find the best solution.\n<br> \n<br>To better analyze the issue you're experiencing, please provide:\n<br>Order number\n<br>The sales platform where you made the purchase\n<br>A photo of bottom of motor to let us get the SN and model number\n<br>UDI (Unique Device Identifier) information located on the bottom of the box.\n<br> \n<br>To better understand the situation, could you let us know: Is this a new issue with a pump you've been using for a while, or did you just start using it?\n<br> \n<br>Have you tried disassembling the breast pump's main unit and accessories, and running the main unit alone to see if the noise is coming from the main unit?\n<br> \n<br>We appreciate your patience and cooperation as we work to resolve this. Please let us know which scenario applies, and we'll take the next steps together.</p></div>",
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"body": "(10:31:33) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.\n\nIBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n(10:31:45) iOS User 2025337109829141590: After-sales service\n(10:31:49) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n(10:31:56) iOS User 2025337109829141590 uploaded: img_0298.mov\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRJ573VVNP2RRH4569R9T050/img_0298.mov\nType: video/quicktime\nSize: 3809193\n(10:32:00) Momcozy: Could you tell me a bit more about the issue or request related to your video? I want to make sure I help you as best as I can!\n(10:32:03) iOS User 2025337109829141590: My pump is doing this. What do I do\n(10:32:10) Momcozy: Could you please share the exact model or product name of your breast pump? That way, I can help you even better!\n(10:32:52) iOS User 2025337109829141590: Air 1\n(10:32:59) Momcozy: Could you tell me a bit more about what’s happening with your Air 1 breast pump? For example, is it making strange noises, not turning on, losing suction, or something else? The more details you share, the better I can help you!\n(10:33:21) iOS User 2025337109829141590: It’s constantly sucking not in a pattern just constant.\n(10:33:32) Momcozy: Thanks for sharing what’s happening with your Air 1! Here are a few things you can try:\n\n 1. Lower the suction level or switch to stimulation mode—sometimes high suction can feel like it’s not releasing.\n 2. Check the valve for any residue, damage, or if it’s not snapped on securely. Make sure it’s clean, dry, and in good shape!\n 3. Look for yellowish stains near the seams or suction hole, and see if there’s a sour milk smell when the pump is running.\n\nIf the issue continues after these steps, please stop using the pump and reach out to customer support for further help. Let’s get you back to comfy pumping soon!\n(10:34:00) iOS User 2025337109829141590: Didn’t see anything\n(10:34:04) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n(10:34:05) Momcozy: Do you need me to contact the human customer service for you now?\n\nYES, NO\n(10:34:15) iOS User 2025337109829141590: Yes\n(10:34:20) Momcozy: Transferring to a human agent.\n(10:34:38) Momcozy Fay: Hello, thank you for contacting us. Please wait a moment; we are reviewing the chat history and will reply to you as soon as we have finished.\n(10:35:22) iOS User 2025337109829141590: Okay\n(10:36:38) Momcozy Fay: Hello, is the device's power-off function working properly?\n(10:37:16) iOS User 2025337109829141590: Yes it will turn off. Its been doing it since last night\n(10:41:45) Momcozy Fay: Thank you for your feedback.\nCould you please confirm whether you mean that the breast pump continues running in an irregular suction pattern without any custom mode being set in the app, and that it will keep operating until the battery is completely drained unless you manually turn it off?\n(10:44:00) iOS User 2025337109829141590: When the pump is turned on it just instantly starts sucking and doesn’t let up. It doesn’t change for any modes it’s just constant. I’ll send a video of it.\n(10:44:59) iOS User 2025337109829141590 uploaded: 80041945842__41c94631-ef37-49dd-8e56-7942657a889a.mov\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRJ5Z0ARM37M527ZP99P5ZV4/80041945842__41c94631-ef37-49dd-8e56-7942657a889a.mov\nType: video/quicktime\nSize: 3007090\n(10:45:16) iOS User 2025337109829141590: The first pump is the messed up one. The second one is working normal.",
"html_body": "<div class=\"zd-comment\" dir=\"auto\"><p dir=\"auto\">(10:31:33) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need.</p>\n\n<p dir=\"auto\">IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n<br>(10:31:45) iOS User 2025337109829141590: After-sales service\n<br>(10:31:49) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n<br>(10:31:56) iOS User 2025337109829141590 uploaded: img_0298.mov\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRJ573VVNP2RRH4569R9T050/img_0298.mov\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRJ573VVNP2RRH4569R9T050/img_0298.mov</a>\n<br>Type: video/quicktime\n<br>Size: 3809193\n<br>(10:32:00) Momcozy: Could you tell me a bit more about the issue or request related to your video? I want to make sure I help you as best as I can!\n<br>(10:32:03) iOS User 2025337109829141590: My pump is doing this. What do I do\n<br>(10:32:10) Momcozy: Could you please share the exact model or product name of your breast pump? That way, I can help you even better!\n<br>(10:32:52) iOS User 2025337109829141590: Air 1\n<br>(10:32:59) Momcozy: Could you tell me a bit more about what’s happening with your Air 1 breast pump? For example, is it making strange noises, not turning on, losing suction, or something else? The more details you share, the better I can help you!\n<br>(10:33:21) iOS User 2025337109829141590: It’s constantly sucking not in a pattern just constant.\n<br>(10:33:32) Momcozy: Thanks for sharing what’s happening with your Air 1! Here are a few things you can try:</p>\n\n<p dir=\"auto\"> 1. Lower the suction level or switch to stimulation mode—sometimes high suction can feel like it’s not releasing.\n<br> 2. Check the valve for any residue, damage, or if it’s not snapped on securely. Make sure it’s clean, dry, and in good shape!\n<br> 3. Look for yellowish stains near the seams or suction hole, and see if there’s a sour milk smell when the pump is running.</p>\n\n<p dir=\"auto\">If the issue continues after these steps, please stop using the pump and reach out to customer support for further help. Let’s get you back to comfy pumping soon!\n<br>(10:34:00) iOS User 2025337109829141590: Didn’t see anything\n<br>(10:34:04) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n<br>(10:34:05) Momcozy: Do you need me to contact the human customer service for you now?</p>\n\n<p dir=\"auto\">YES, NO\n<br>(10:34:15) iOS User 2025337109829141590: Yes\n<br>(10:34:20) Momcozy: Transferring to a human agent.\n<br>(10:34:38) Momcozy Fay: Hello, thank you for contacting us. Please wait a moment; we are reviewing the chat history and will reply to you as soon as we have finished.\n<br>(10:35:22) iOS User 2025337109829141590: Okay\n<br>(10:36:38) Momcozy Fay: Hello, is the device's power-off function working properly?\n<br>(10:37:16) iOS User 2025337109829141590: Yes it will turn off. Its been doing it since last night\n<br>(10:41:45) Momcozy Fay: Thank you for your feedback.\n<br>Could you please confirm whether you mean that the breast pump continues running in an irregular suction pattern without any custom mode being set in the app, and that it will keep operating until the battery is completely drained unless you manually turn it off?\n<br>(10:44:00) iOS User 2025337109829141590: When the pump is turned on it just instantly starts sucking and doesn’t let up. It doesn’t change for any modes it’s just constant. I’ll send a video of it.\n<br>(10:44:59) iOS User 2025337109829141590 uploaded: 80041945842__41c94631-ef37-49dd-8e56-7942657a889a.mov\n<br>URL: <a href=\"https://rootglobal.zendesk.com/sc/attachments/v2/01KRJ5Z0ARM37M527ZP99P5ZV4/80041945842__41c94631-ef37-49dd-8e56-7942657a889a.mov\" target=\"_blank\" rel=\"nofollow noreferrer\">https://rootglobal.zendesk.com/sc/attachments/v2/01KRJ5Z0ARM37M527ZP99P5ZV4/80041945842__41c94631-ef37-49dd-8e56-7942657a889a.mov</a>\n<br>Type: video/quicktime\n<br>Size: 3007090\n<br>(10:45:16) iOS User 2025337109829141590: The first pump is the messed up one. The second one is working normal.</p></div>",
"plain_body": "(10:31:33) Momcozy: Hello, welcome to Momcozy. Please select the type of support you need. \n\n IBCLC(LACTATION CONSULTATION AND MATERNAL & INFANT HEALTH CARE), BABYMONITOR (BM03/BM04) FIRMWARE UPDATE, PRODUCT AND EVENT CONSULTATION, ORDER STATUS AND LOGISTICS ISSUES, AFTER-SALES SERVICE, OTHER INQUIRIES\n\n(10:31:45) iOS User 2025337109829141590: After-sales service\n\n(10:31:49) Momcozy: If you encounter any problems with product usage or have other after-sales needs, please feel free to let me know. I will do my best to assist you in solving them!\n\n(10:31:56) iOS User 2025337109829141590 uploaded: img_0298.mov\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRJ573VVNP2RRH4569R9T050/img_0298.mov\n\nType: video/quicktime\n\nSize: 3809193\n\n(10:32:00) Momcozy: Could you tell me a bit more about the issue or request related to your video? I want to make sure I help you as best as I can!\n\n(10:32:03) iOS User 2025337109829141590: My pump is doing this. What do I do\n\n(10:32:10) Momcozy: Could you please share the exact model or product name of your breast pump? That way, I can help you even better!\n\n(10:32:52) iOS User 2025337109829141590: Air 1\n\n(10:32:59) Momcozy: Could you tell me a bit more about what’s happening with your Air 1 breast pump? For example, is it making strange noises, not turning on, losing suction, or something else? The more details you share, the better I can help you!\n\n(10:33:21) iOS User 2025337109829141590: It’s constantly sucking not in a pattern just constant.\n\n(10:33:32) Momcozy: Thanks for sharing what’s happening with your Air 1! Here are a few things you can try: \n\n 1. Lower the suction level or switch to stimulation mode—sometimes high suction can feel like it’s not releasing.\n\n 2. Check the valve for any residue, damage, or if it’s not snapped on securely. Make sure it’s clean, dry, and in good shape!\n\n 3. Look for yellowish stains near the seams or suction hole, and see if there’s a sour milk smell when the pump is running. \n\n If the issue continues after these steps, please stop using the pump and reach out to customer support for further help. Let’s get you back to comfy pumping soon!\n\n(10:34:00) iOS User 2025337109829141590: Didn’t see anything\n\n(10:34:04) Momcozy: I'm sorry we couldn't find the answer you need. You can try asking other questions or contact customer service for assistance.\n\n(10:34:05) Momcozy: Do you need me to contact the human customer service for you now? \n\n YES, NO\n\n(10:34:15) iOS User 2025337109829141590: Yes\n\n(10:34:20) Momcozy: Transferring to a human agent.\n\n(10:34:38) Momcozy Fay: Hello, thank you for contacting us. Please wait a moment; we are reviewing the chat history and will reply to you as soon as we have finished.\n\n(10:35:22) iOS User 2025337109829141590: Okay\n\n(10:36:38) Momcozy Fay: Hello, is the device's power-off function working properly?\n\n(10:37:16) iOS User 2025337109829141590: Yes it will turn off. Its been doing it since last night\n\n(10:41:45) Momcozy Fay: Thank you for your feedback.\n\nCould you please confirm whether you mean that the breast pump continues running in an irregular suction pattern without any custom mode being set in the app, and that it will keep operating until the battery is completely drained unless you manually turn it off?\n\n(10:44:00) iOS User 2025337109829141590: When the pump is turned on it just instantly starts sucking and doesn’t let up. It doesn’t change for any modes it’s just constant. I’ll send a video of it.\n\n(10:44:59) iOS User 2025337109829141590 uploaded: 80041945842__41c94631-ef37-49dd-8e56-7942657a889a.mov\n\nURL: https://rootglobal.zendesk.com/sc/attachments/v2/01KRJ5Z0ARM37M527ZP99P5ZV4/80041945842__41c94631-ef37-49dd-8e56-7942657a889a.mov\n\nType: video/quicktime\n\nSize: 3007090\n\n(10:45:16) iOS User 2025337109829141590: The first pump is the messed up one. The second one is working normal.",
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