Filing a complaint for a faulty IQOS is hassle-free; the manufacturer is aware of our dependence on it and therefore replaces the defective unit on the spot for all faults. It should be noted that the warranty does not cover mechanical defects caused by the customer, and replacement is only made out of the manufacturer's goodwill under the IQOS Care Plus program, so be prepared for instructions on how to protect the blade in the future.
New procedure for filing an IQOS complaint
Philip Morris records all units by serial number and keeps track of the warranty. You can check your warranty status in your customer account; the warranty can be claimed for all devices purchased in the EU. (How to register or unpair IQOS from your account).
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Filing an IQOS complaint
IQOS complaints are handled at branded stores, pop-up stands, and after obtaining a complaint code by phone via the Customer Care Center, also at partner retail outlets such as Geco, Valmont, or DOnPealo. IQOS is exchanged on the spot, unit for unit, and sellers are no longer required to assess the defect.
Official list of IQOS stores on the map
- Complaints at branded IQOS stores and pop-up stands in shopping centers.
- Complaints by calling the IQOS customer center with courier delivery
toll-free line 800 413 413.
- Complaints by calling the IQOS customer center with pickup at partner retail outlets, e.g., Geco, Valmont, DonPealo.
To file a complaint, you only need your IQOS device registered to your account; you do not need an invoice or the box, just bring the specific defective unit. The staff member will fill out a report with you, and the complaints department will later unpair the original device and pair the new one in your account. The entire process takes only a few minutes.