Let’s identify the right device part that is causing the issue
1. Place the holder inside the pocket charger. Ensure to place it correctly.
Metal connector of the holder should be at the bottom of the pocket charger.
2. Briefly press and release the pocket charger button and observe which option you are seeing from the below;
Option A: No lights turning ON. This means your pocket charger may have an issue.
Option B: The pocket charger (strip lights) are briefly turning ON, the holder status (rounded lights) are OFF. This means your pocket charger is working, but holder is still not.
After these steps, please choose the suitable option from below
1. Keep the holder inside the pocket charger. Ensure to place it correctly.
Metal connector of the holder should be at the bottom of the pocket charger.
2. Press the pocket charger button for 4 seconds to turn your device ON. Remember, the same action applies to turn it OFF as well. Turning OFF the pocket charger will also turn OFF the holder.
For being able to diagnose and to replace the correct device part (if eligible), please visit “my devices” section, choose your respective “POCKET CHARGER”, and proceed with pocket charger diagnostics.
Firmware of your holder and pocket charger can be updated through IQOS App
A firmware update may resolve your issue!
● As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.
● Firmware of your holder and pocket charger can be regularly updated for maintenance and improvement of your device performance.
● Firmware update can be done through IQOS App or visiting an IQOS Store.
After this information, ask if the customer would like to update their firmware and choose the option accordingly.
• Option A - Customer will update their firmware
• Option B - Customer is not willing to update their firmware
After this information, how would you like to proceed?
Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!
Always close the door of pocket charger while the holder is inside
Your holder self cleaning status might be in due, while the door of pocket charger left opened
● IQOS ORIGINALS DUO device have a self-cleaning process which automatically happens when the holder is inside the pocket charger
● When the pocket charger door left unclosed with the holder inside, this process cannot happen. Therefore, your holder gives this error when it is overdue
● While the holder is inside, always close the pocket charger door
● Please follow the below steps to resolve this error
1. Take the holder out of pocket charger and place it back again
2. Close the pocket charger door and wait for the holder to be fully charged
3. Perform RESET for your device;
i. Press the pocket charger button for 10 seconds. Keep it pressed while all the lights dim out.
ii. The RESET will be confirmed when all the lights briefly blinks white.
Firmware of your holder and pocket charger can be updated through IQOS App
A firmware update may resolve your issue!
● As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.
● Firmware of your holder and pocket charger can be regularly updated for maintenance and improvement of your device performance.
● Firmware update can be done through IQOS App or visiting an IQOS Store.
After this information, ask if the customer would like to update their firmware and choose the option accordingly.
• Option A - Customer will update their firmware
• Option B - Customer is not willing to update their firmware
After this information, how would you like to proceed?
Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!
Firmware of your holder and pocket charger can be updated through IQOS App
A firmware update may resolve your issue!
● As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.
● Firmware of your holder and pocket charger can be regularly updated for maintenance and improvement of your device performance.
● Firmware update can be done through IQOS App or visiting an IQOS Store.
After this information, ask if the customer would like to update their firmware and choose the option accordingly.
• Option A - Customer will update their firmware
• Option B - Customer is not willing to update their firmware
After this information, how would you like to proceed?
Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!
Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!
● This may occur due to insufficient cleaning. In additional to the surrounding of your heating blade, you should clean the holder’s cap as well.
● This will allow the aerosol to flow properly. Also, you should replace your holder cap every 6 months
● Follow the below steps to clean your holder;
1. Ensure to let your holder fully cool down before you start cleaning (at least 30 seconds after the last use)
2. Slide the holder 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 holder 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 holder again for any remaining residue.
5. Use cleaning sticks to clean inside the holder without touching the heating blade. Clean also the inside of the holder 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
Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!
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
Our online 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.
Firmware of your holder and pocket charger can be updated through IQOS App
A firmware update may resolve your issue!
● As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.
● Firmware of your holder and pocket charger can be regularly updated for maintenance and improvement of your device performance.
● Firmware update can be done through IQOS App or visiting an IQOS Store.
After this information, ask if the customer would like to update their firmware and choose the option accordingly.
• Option A - Customer will update their firmware
• Option B - Customer is not willing to update their firmware
After this information, how would you like to proceed?
Within “Get Support” page, you can find useful tip and tricks, firmware update and more information about your device usage and maintenance. Visit get support page!
Duration of 2nd experience is less than what it is designed for
Battery capacity of the holder may be degraded by time
[Knowledge only, NOT to communicate]
A- Customer’s holder battery capacity might be degraded by time – which is normally out of warranty OR
B- The device might need a firmware update
COMMUNICATE:
● The holder is designed to provide you 2 experiences, 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 holder and holder cap fully cleaned. Watch the tutorials for “How to clean the holder”
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 2 experiences with 14 puffs OR 2 experiences with 1st one is around 6 minutes and 2nd one is at least between 4:30 – 6 minutes?
DECIDE:
● According to the above steps and the consumer’s claim, make the decision;
•Option A: Inhalation delivery duration and puffs are within acceptable limits, therefore, DO NOT replace. [I confirm that there is no need of replacement]
•Option B: Inhalation delivery duration and puffs are out of acceptable limits. Proceed with the next step communication [There might be a need of holder replacement]
Firmware of the customer’s holder may be outdated!
Firmware of your holder and pocket charger can be updated through IQOS App
A firmware update may resolve the issue!
COMMUNICATE
● As every electronic device, IQOS is also built from two core elements – physical device items and the digital working instructions, called as firmware.
● Firmware of your holder and pocket charger can be regularly updated for maintenance and improvement of your device performance.
● Firmware update can be done through IQOS App or visiting an IQOS Store.
After this information, ask if the customer would like to update their firmware and choose the option accordingly.
• Option A - Customer will update their firmware
• Option B - Customer is not willing to update their firmware
After this information, ask if the customer would like to update their firmware and choose the option accordingly.
Duration of 2nd experience is less than what it is designed for
Battery capacity of the holder may be degraded by time
Customer’s holder battery capacity might be degraded by time – which is normally out of warranty
COMMUNICATE:
● As any other electronic devices, the battery performance of the holder reduces over time. This is a normal situation for a battery performance on electronics.
● The reduced battery performance may affect the duration of the 2nd experience
● 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 holder.
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Please confirm you are an adult user of nicotine or tobacco products.
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This website has information about smoke free products, which are for adults who would otherwise continue to smoke or use other nicotine products in Egypt. PMI’s smoke free products are not an alternative to quitting and are not designed as cessation aids.
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