The Most Interesting Questions From IQOS Users

The IQOS center for customer support is recognized for its unique and close relationship it builds with its users on a daily basis.

After talking with Tijana and Simona about their work day and the most important advice they give to users on a daily basis we continue with introductions for the rest of the team, and reveal something more.

Read the short conversation with Ivona below, who took part of her time to answer a few questions, starting from requests for a visit of an IQOS expert to Pelister while the user is on vacation, to the change of registration of a device that was purchased and registered in Bulgaria.

1. What are the most frequently asked questions you receive from our users?

The most common questions from users are: why should the device be left to charge for 2 hours, what will happen if it is disconnected from charging earlier, as well as whether the original tool and cleaning sticks must be used. The basic questions related to how and how often the device is cleaned are also inevitable. In order to be able to visually capture all the details, we usually direct users to our YouTube channel, where they can visually, in detail, view the process of using, charging and cleaning the devices, as well as find out additional information.

2. What is the most interesting call you have received?

A few months ago we received a call from a user who asked us to send an IQOS expert to Pelister to replace the holder of his device, with the explanation that he is on vacation. We have also been asked several times about GPS location, i.e. whether IQOS devices have GPS location, because what sometimes happens, is that the user loses the device or does not remember where he left it the night before. We are constantly receiving interesting questions, for which we are always fully committed to find the best solution 😊.

3. Which situation was the biggest challenge to find a solution for?

I would like to single out the call we received from a user of an IQOS device that was purchased and registered in the Republic of Bulgaria, with a request to transfer the registration of the device to our local database. This process is quite complex because it involves collecting a lot of information from the country where the device was purchased, furthermore, a request explaining the main reason. To provide this information, it is necessary to record the codes from the IQOS holder and charger, which are located just below the cap and doors. After receiving a confirmation from the country where the device was purchased and proving that it has a valid warranty, the user has the right to re-register immediately. The re-registration can be done by us, in the contact center or in one of our IQOS zones, by previously sending all the documents to the e-mail address of IQOS Macedonia.

4. Finally, what advice would you give to users who received an IQOS device as a gift, given that we had a number of reasons for donating during this period?

This is a very important question because we often find ourselves in a situation where another person contacts us on behalf of the real user. Due to compliance with the law on personal data protection and following all procedures, our recommendation is that the real user always registers the device in his own name. Regarding the question, if the device is received as a gift, we recommend to re-register it in the name of the user, with just one call to our center for customer support, in order for the real user to go through the process of the Hyper Care program.

The IQOS customer support team, which also includes Ivona, is available for all your questions related to the IQOS world from Monday to Saturday from 09:00 - 21:00, and Sunday from 10:00 - 18:00. Contact them directly via Facebook messenger or via the toll-free number 080099099.

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Your IQOS.