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How to complain about IQOS, with the IQOS Care program replacement of all defects and broken blades

Philip Morris has a high quality IQOS Care Plus warranty support program. In the event of a complaint, all you have to do is report the defect to the customer care center, where they will find the nearest service point from an extensive network of stores.


IQOS Care Plus

IQOS Care Plus is an extended contractual warranty support program, covering each IQOS device for the duration of the production warranty from the purchase of the device. It allows registered users to replace IQOS devices damaged by the user free of charge. Conditions vary slightly from country to country. To replace the device, you will need to have to report the defect to the Customer Care Center.


Call and go to the store

After you do all of this there will be many places where you can exchange the broken piece of your IQOS device for a new one. Ask the Customer Care Center worker for more information as he should be competent enough to tell you, which we consider a nice improvement in the manufacturer's services.



If you do not have an IQOS registered under your account, nothing happens, the infoline employee will assign it to you under your account, even if it previously belonged to someone else, follow the instructions. If you do not have your account yet, register on the website, but in that case you have not yet taken advantage of the discounted IQOS purchase offer for new users, which we definitely recommend using, it is always a good idea to have an almost free backup device.


How to file a complaint

If problems occur, call the Customer Care Center.


Worldwide Customer Care Center contacts


After reviewing the defect with the operator, you have a few options of getting the new device and giving back the broken one:

  1. IQOS Store or Pop-ups in shopping malls.
  2. IQOS service points, newsagents or shops and many more.
  3. Sending by courier to an address that will replace the broken device for a new one.
  4. IQOS dealer or coach.


File a complaint via your IQOS dealer

You can still file a complaint via your IQOS dealer but remember that they have limited stock and are quite busy so it could be easier not to choose this way. Therefore, we suggest keeping this option as the last one when there is nothing else to be done.


What do you need for complaint

There is still nothing needed for a defect assessment and complaint. Only the broken device. You don't need the invoice, sales package or the box. Just know the serial number and have the device registered to your IQOS account.



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