Nov 20, 2024
What to do when my IQOS device is damaged and not working properly
IQOS devices combine quality and design to provide you with the best experience, however, sometimes issues can arise. Experiencing problems with your IQOS device can be frustrating, so if there is a malfunction, physical damage or operational failure, it is important to address it as soon as possible to ensure the best performance and avoid further complications.
Possible problems and damage to your IQOS ILUMA device
“Physical damage” to an IQOS device can range from visible cracks in the device to less obvious internal problems. Here are some of the possible problems in an IQOS ILUMA device:
- Cracked or damaged components: This includes the head or body of the device.
- Problems with charging: If the charging ports are bent or the charging cables are broken, the device may not charge.
- Problems with the battery: If your device won't hold a charge or won't turn on, the battery may be damaged.
- Overheating: While some overheating is considered normal, excessive overheating may indicate damage.
What to do when your IQOS device is damaged or broken?
Do you have a damaged IQOS device and don't know what to do? You can follow the steps below:
Step 1: Assess the damage of your IQOS device
First, take a closer look at your device - is the damage cosmetic or does it affect functionality? Sometimes minor cracks do not affect the operation of the device, but in other cases, even something small can cause considerable problems.
Step 2: Try the online tips for device troubleshooting
In case of minor problems, try to follow the troubleshooting procedure. For example, you could clean the device, verify that it is fully charged or reset it by following the instructions in the user manual. Use the online diagnostic tool to check the type of error and what are the steps to fix or replace it.
Step 3: Visit a brand store or physical point of sale
Use our store locator to find the dealer nearest you. Just enter your address or zip code and our tool will provide you with detailed information on the nearest sales outlets and opening hours.
Step 4: Contact customer service
The IQOS customer service team is always ready to help. Contact them via the website or the app. They can offer you specific advice depending on the type of damage.
Step 5: Consider replacing the device
If the device cannot be repaired, it is time to replace it. IQOS makes this process easy, especially if your device is under warranty.
By following these steps, you can safely fix any issues with your IQOS device and get back to enjoying your smoke-free experience.
How to avoid physical damage in the future?
Prevention is always better than cure, especially when it comes to your IQOS device. To prevent damage to an IQOS device, follow these tips to keep your device in the best possible condition:
Use a protective cover
On our website you will find a wide range of accessories for IQOS devices, including a variety of protective cases, some of which are non-slip.
Handle with care
Treat your device gently. Avoid pressing the buttons or inserting the tobacco units with too much force.
Pay attention to where it is placed
Store your device in a safe place when not in use. Avoid leaving it in a place where it can easily fall or be exposed to extreme temperatures.
Check your IQOS warranty
Most devices come with a warranty that covers certain types of damage. You can try the online device diagnostic tool to check if you are eligible for a replacement or contact the IQOS live chat or our experts at your nearest IQOS store.
In the first 12 months, we will normally replace your defective IQOS device. To benefit from our free exchange, simply add your IQOS device to your user account. If you bought your IQOS device on the website or in a physical store, it is already automatically saved in your account. If not, add your IQOS device to your account to activate this and many other benefits.