This may occur due to insufficient cleaning. In additional to the surrounding of your heating blade, you should clean the cap as well.
This will allow the aerosol to flow properly. Also, you should replace your device cap every 6 months
Follow the below steps to clean your device;
1.Ensure to let your device fully cool down before you start cleaning (at least 30 seconds after the last use)
2.Slide the cap off and tap out any loose tobacco.
3.Open the rotating head of the cleaning tool and insert without twisting. Gently rotate three times and remove without twisting. Gently tap your device again for any remaining residue
4.Open the sweeping head of the cleaning tool and align the position to the holder and the heating blade. Insert smoothly without twisting. Move sideways from left to right to remove the residue around the blade. Gently tap your device again for any remaining residue.
5.Use cleaning sticks to clean inside the device without touching the heating blade. Clean also the inside of the cap from the bottom and the top.
6.Refrain from applying too much pressure and touching the heating blade.
7.Clean after each pack of the tobacco sticks to save the taste you like
Visit “Get Support” section to learn further tips about the maintenance of your device.
Cosmetic damages (such as scratches, dents, broken plastic, hairline cracks, discoloration), damage or failure caused by normal wear and tear of your device are excluded from voluntary warranty and myIQOS accidental damage coverage
Ouronline storeoffers a wide range of accessories that could help you minimize the impact of the cosmetic damage.
If you wish to reach a customer service representative, visit “contact us” page to choose the channel of your preference.
A- The customer might not be using the device fully charged
B- Customer’s device battery capacity might be degraded by time – which is normally out of warranty
COMMUNICATE:
Your device is designed to deliver up to 20 experiences, only when it is FULLY Charged
CONFIRM TOGETHER WITH THE CONSUMER:
1.Advice to use the official IQOS power adaptor and cable, charge it through a wall power outlet (don't use laptop's USB ports).
2.During charging, the lights on the device will pulse. When all lights automatically turn OFF while still plugged, it means your device has reached a full charge.
3.This can be confirmed with a brief press and release of the pocket charger button. All 4 strip lights should be white.
4.After these steps, now with a full charge, can the customer use the device for up to 20 experiences?
DECIDE:
According to the above steps and the consumer’s claim, make the decision;
a.Customer’s device can be used for up to 20 experiences, therefore, DO NOT replace.
b.Customer’s device cannot be used up to 20 experience. Proceed with the next step communication.
Customer’s device battery capacity might be degraded by time – which is normally out of warranty
COMMUNICATE:
As any other electronic devices, the battery performance of the device reduces over time. This is a normal situation for a battery performance on electronics.
The reduced battery performance may affect the capacity.
According to the electronics industry standards and our warranty terms, battery degradations are out of warranty.
However, our customer’s satisfaction is our top priority.
Let’s check if your device is still under warranty, if so, we may have the possibility to replace your device.
Inhalation experience duration is less than what it is designed for
[Knowledge only, NOT to communicate]
A- This might be an issue caused by wrong usage
COMMUNICATE:
The device is designed to provide you experiences that each have up to 6 mins and/or 14 puffs whichever comes first
CONFIRM OR TEST TOGETHER WITH THE CONSUMER:
1.Advice the customer to use the device fully cleaned. Watch the tutorials for “How to clean the device”
2.Check if it happens once or intermittently. If this was the case, it’s likely to be an issue with the consumable and not the device. Heat sticks may or may not leave a stain once they have been used / No stain mark is not a sign the tobacco was not heated properly.
3.Advice to test the puffs and inhalation duration.
4.Advice to keep the track of the time passed and the puffs while taking this test. The time it takes for the device on the initial heating (~ 20 seconds) is also considered to be part of the 6 minutes.
5.Does it deliver experiences with 14 puffs OR around 6 minutes?
DECIDE:
According to the above steps and the consumer’s claim, make the decision;
a.Inhalation delivery duration and puffs are within acceptable limits, therefore, DO NOT replace.
b.Inhalation delivery duration and puffs are out of acceptable limits. Proceed with the next step communication
When your IQOS is not functioning as expected, usually some generic steps help to resolve the issue. Let’s start with charging.
1.Ensure the optimal charging for your device;
Use official IQOS power adaptor and cable. Unofficial ones may interrupt the charging.
Refrain from charging with a laptop. This may also interrupt the charging.
2.Check
the charging cable entrance of your device. If there is any blockage,
remove the blockage by gently blowing from distance.
3.Plug the device into a wall power outlet with the official IQOS power adaptor and cable
While it is being charged, the lights will be pulsing.
Seeing a light on a deeply discharged device may take up to 20 minutes.
Check
the charge level of your device by a brief press on to the button. The
lights on the button should turn ON briefly to show the battery level (1
light=25%, 2 lights=50%, 3 lights=75%, 4 lights=full charge)
After the steps for the charging, is your issue resolved?
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