If your device is eligible, we will place a replacement order for you!
If you proceed with eligibility check, you will not be able to return to the device diagnostics. Would you like to continue with an eligibility check? After these steps, is your device working?
Use the supplied AC Power Adaptor and Charging Cable. If AC power adaptor is not supplied, you can purchase it in IQOS store.
Using other types of charging outlets - smartphone chargers, car phone chargers, laptops USB ports or portable power banks, may cause low charge efficiency or reduced battery life
Check if the USB connections are clean on both the device and the supplied AC Power Adaptor.
For more information, watch the video “Get to know your BONDS by IQOS”.
2. Plug your device to a wall power outlet.
As soon as the device is plugged for charging, the status lights will start pulsing.
You can check the battery level by pressing the button for 1 second, the status lights indicate the battery level: 1 LED = 25%, 2 LEDs = 50%, 3 LEDs = 75%, 4 LEDs = fully charged.
After these steps, did your device start to be charged?
There is lights on device, but cannot start experience
Your device might not be charged enough
1. Ensure the optimal charging for your device:
Use the supplied AC Power Adaptor and Charging Cable. If AC power adaptor is not supplied, you can purchase it in IQOS store.
Using other types of charging outlets - smartphone chargers, car phone chargers, laptops USB ports or portable power banks, may cause low charge efficiency or reduced battery life.
Check if the USB connections are clean on both the device and the supplied AC Power Adaptor.
For more information, watch the video “Get to know your BONDS by IQOS”.
2. Plug your device to a wall power outlet:
As soon as the device is plugged for charging, the status lights will start pulsing.
You can check the battery level by pressing the button for 1 second, the status lights indicate the battery level: 1 LED = 25%, 2 LEDs = 50%, 3 LEDs = 75%, 4 LEDs = fully charged.
After charging your device, were you able to use it?
We are sorry. The damage on your BONDS by IQOS device is not covered by our warranty. 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 accidental damage coverage
Our online storeoffers a wide range of accessories designed for BONDS by IQOS that could help you minimize the impact of the cosmetic damage.
If you need additional information or support, please, visit “contact us” page to reach IQOS Customer Care.
Use the supplied AC Power Adaptor and Charging Cable. If AC power adaptor is not supplied, you can purchase it in IQOS store.
Using other types of charging outlets - smartphone chargers, car phone chargers, laptops USB ports or portable power banks, may cause low charge efficiency or reduced battery life
Check if the USB connections are clean on both the device and the supplied AC Power Adaptor.
For more information, watch the video “Get to know your BONDS by IQOS”.
2. Plug your device to a wall power outlet:
As soon as the device is plugged for charging, the status lights will start pulsing.
You can check the battery level by pressing the button for 1 second, the status lights indicate the battery level: 1 LED = 25%, 2 LEDs = 50%, 3 LEDs = 75%, 4 LEDs = fully charged.
Visit “Get Support” section to learn further tips about the maintenance of your device.
1. If you refer to the first puff, be reassured that the first puff always has low aerosol and no taste. There is no issue with your device or tobacco stick.
2. Ensure you use BLENDS tobacco stick and not any other brands or products
3. Ensure that the BLENDS tobacco stick is inserted correctly - to the line on filter, ensuring BLENDS logo is facing outside
4. Ensure that the BLENDS tobacco stick has not been used before. BLENDS tobacco sticks are designed for single use; used tobacco sticks have a heat trace in the middle section.
5. Check if there are any remnants inside the heating chamber. Remove the remnants and try to insert the stick again.
6. Ensure that a BLENDS tobacco stick did not break during the insertion
7. Ensure you allow the device to pre-heat as per instructions in the User Guide:
- Activate the device by pressing the button. The device will vibrate to indicate the pre-heating (1st vibration)
- After approx. 10 sec, the device will vibrate again (2nd vibration). Take one puff to prepare your device.
- Then wait till the 3rd vibration
- After the 3rd vibration your device is ready to be used
8. During use, ensure you do not cover the air flow hole at the bottom of the device or on the BLENDS tobacco stick (placed between the insertion line indicator and the logo)
9. During use, ensure you pause between the puffs to allow proper heating of the tobacco to generate aerosol.
Visit “Get Support” section to learn further tips about the maintenance of your device.
Inhalation experience duration is less than what it is designed for
This might be an issue caused by wrong usage
BONDS by IQOS device is designed to be used only with BLENDS tobacco stick
The duration of the experience with BONDS by IQOS™ is 4 min
The way you puff impacts how long your BLENDS will last.
BLENDS tobacco sticks are designed for single use; used tobacco sticks have a heat trace in the middle section.
CONFIRM OR TEST TOGETHER WITH THE CONSUMER:
Check if BLENDS tobacco stick was not accidentally used twice. Used sticks have a very clear heat trace in the middle section once used.
Ensure BLENDS tobacco stick was inserted correctly. There are filters on both sides, but you need to have the mouthpiece filter placed outside the device for it to function correctly.
Check if this is an isolated issues with an individual BLENDS; try a new BLENDS tobacco stick
Check if the BLENDS tobacco stick were properly stored. Storing them in an environment which is too humid or too dry can have an impact on the quality of BLENDS tobacco stick.
Ask if the customer puffs slowly or quickly. If the customer puffs quickly: Drawing gently, and taking longer breaks between the puffs, allow the heater to properly heat the tobacco and generate aerosol.
DECIDE:
According to the above steps and the consumer’s claim, make the decision;
a. Inhalation delivery duration is within acceptable limits, therefore, DO NOT replace.
b. Inhalation delivery duration is out of acceptable limits. Proceed with the next step communication
Inhalation experience duration is less than what it is designed for
1. BONDS by IQOS™ device with BLENDS tobacco sticks are designed to provide an experience of 4 mins
2. The duration of the experience (or its perception) may be influenced by a number of factors:
• Insufficient heating
Using the device during pre-heating phase: the device has to pre-heat for around 30 sec to allow for aerosol creation
Short/no time between the puffs: leaving time between puffs allows the heater to properly heat the tobacco and generate aerosol
• Tobacco stick issue
Accidental reuse of BLENDS stick-> Check the consumable was not accidentally used twice. Used sticks have a very clear heat trace in the middle section once used.
Ensure the consumable was inserted correctly. There are filters on both sides, but you need to have the mouthpiece filter placed outside the device for it to function correctly.
There could be an issue with an individual tobacco stick. If this is an isolated issues with an individual BLENDS, try a new BLENDS consumable
Check if BLENDs tobacco sticks were properly stored. Storing them in an environment which is too humid or too dry can have an effect on the quality of the experience.
• Battery performance degradation
Over time natural battery degradation can contribute to the reduction of your experience. This also depends on the environmental conditions. This is not covered in warranty.
3. Status light indicates the remaining experience time:
4 LEDs ON - 4 min left
3 LEDs ON - 3 min left
2 LEDs ON - 2 min left
1 LED ON - 1 min left
- To Check if the situation is an isolated case let’s try the following actions - Was the issue experienced with all BLENDS sticks or only one? If it was just one, it’s likely to be an issue with the consumable and not the device.
- 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.
1. Advice to use the supplied AC Power Adaptor and Charging Cable, and to charge the BONDS by IQOS device through a wall power outlet
- Check the battery level: short press the button for 1 second, status Lights will turn on to indicate battery level: 1=25%, 2=50%, 3=75%, 4= fully charged
- With a full charge, the device can be used for up to 20 experience.
2. Make sure the device is operating at the right operating temperatures (0°-40°). The device can stop functioning if it is used outside this range (if the device is outside of this temperature range, the status lights blink white twice).
3. Over time natural battery degradation can contribute to the reduction of your experience. This also depends on the environmental conditions. This is not covered in warranty.
4. Ensure that there are Intervals (time) between puffs. Leaving time between puffs allows the Holder to properly heat the tobacco, generate aerosol and maximize batter capacity. Over puffing (without adequate intervals) will drain the battery quickly.
Remind the customer that BONDS by IQOS can deliver up to 20 experiences when it is fully charged but can only be used for 3 consecutive times. After 3 consecutive uses the device will cool down automatically and will not allow the 4th use. It will take 4 minutes before you can use your device again.
DECIDE:
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
Over time natural battery degradation can contribute to the reduction of your experience. This also depends on the environmental conditions.
According to the electronics industry standards and our warranty terms, battery degradations are out of warranty. Refer the user to our Terms and Conditions in iqos.com for additional information (on demand).
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.
When your BONDS by IQOS is not functioning as expected, usually some generic steps can help resolve the issue. Let’s start with charging.
1. Ensure the optimal charging for your device:
Use the supplied AC Power Adaptor and Charging Cable. If AC power adaptor is not supplied, you can purchase it in IQOS store.
Using other types of charging outlets - smartphone chargers, car phone chargers, laptops USB ports or portable power banks, may cause low charge efficiency or reduced battery life.
Check if the USB connections are clean on both the device and the supplied AC Power Adaptor.
For more information, watch the video “Get to know your BONDS by IQOS”.
2. Plug your device to a wall power outlet:
As soon as the device is plugged for charging, the status lights will start pulsing.
You can check the battery level by pressing the button for 1 second, the status lights indicate the battery level: 1 LED = 25%, 2 LEDs = 50%, 3 LEDs = 75%, 4 LEDs = fully charged.
After the steps for the charging, is your issue resolved?
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This website contains information about Philip Morris International smoke-free products, which are exclusively for adults in the Philippines who would otherwise continue to use other nicotine products. Smoke-free products are not an alternative to quitting and are not designed as cessation aids. Smoke-free products are not risk free and provide nicotine, which is addictive. Please visit the Important Information page for additional risk information.
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