Filing a complaint for a faulty IQOS is hassle-free; the manufacturer is aware of our dependence on the device and therefore replaces the defective unit on the spot for all faults. It should be noted that mechanical damage caused by the customer is not covered by the warranty, and replacement is only done out of the manufacturer's goodwill under the IQOS Care Plus program, so be prepared for instructions on how to protect the blade next time.
New procedure for filing an IQOS complaint
Philip Morris tracks all units by serial number and keeps a record of the warranty. You can check your warranty status in your customer account; the warranty applies to all devices purchased in the EU. (How to register or unregister your IQOS device from your account for easy complaints).
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Filing an IQOS complaint
IQOS complaints can be made at brand stores, pop-up stands, and after obtaining a complaint code by phone from 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 not required to assess the defect.
Official list of IQOS stores on the map
- Complaints at IQOS brand stores and pop-up stands in shopping centers.
- Complaints by calling the IQOS customer center and having it picked up by courier
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 to have 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 unregister the original device and link the new one to your account. The entire process takes just a few minutes.