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How to file a complaint, the new process is more difficult but available to more places

Starting September, Philip Morris is going to change the IQOS complaint process. For complaints, it will be necessary to report the defect to the Customer Care Center and obtain an SMS code to which the customer will be sent to a specific place. The replacement policy remains unchanged.


As of September 2018, the IQOS complaint process is changing. To replace the device, you will need to have to report the defect to the Customer Care Center, from which you will receive an SMS code that lasts for up to 30 days.


With an SMS code 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.

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 where the code is not needed
  2. IQOS service points, newsagents or petrol stations and many more, with service code
  3. Sending by courier to an address that will replace the broken device for a new one
  4. IQOS dealer

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, the box... Just know the serial number and have the device registered to your account.

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