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After-Sales Service
If you are unsure about anything regarding after-sales service, contact the
following service counter.
Customer Service Center (service cancelation procedure in case of loss
or theft)
From a fixed-line phone,
0077-7-113
(toll free)
From an au cell phone,
113
without area code (toll free)
Business hours: 24 hours (7 days a week)
Keitai Guarantee Service Center (for loss, theft or damage)
From a fixed-line phone/an au cell phone,
0120-925-919
(toll free)
Business hours 9:00 to 21:00 (7 days a week)
Online Replacement Desk (24 hours)
* From PCs and smartphones only
(
https://cs.kddi.com/support/n_login.html
)
•
Applications for servicing can be made via the Internet for “damage”, “water
seepage”, “theft”, or “loss”. Naturally-occurring malfunction (power does not
turn on, the screen is frozen, etc. due to causes other than damage or water
seepage) require consultation by telephone.
•
Applications via the Internet require that you provide your e-mail address.
■
au After-Sales Service Information
* Charge amounts are all tax excluded.
*1 This discount applies to customers who have used au for 3 years (25 months) or
more, and all the lines within that customer's Family Discount. For customers using
a data communication device or tablet, this discount applies to customers who are
subscribed to a set discount (WIN Single Set Discount or Smartphone Set
Discount) and have been under the contract of the line eligible for the set discount
for 3 years or more.
Service contents
Keitai Guarantee
Service Plus LTE
member
Non-Keitai
Guarantee Service
Plus LTE member
Replacement mobile phone
delivery service
(spontaneous failure: 1st year)
Free
N/A
Replacement mobile phone
delivery service
(spontaneous failure: 2nd year
and later)
Customer charge
1st: 5,000 yen
2nd: 8,000 yen
Longtime au users
receive a 2,000 yen
discount
*1
N/A
Replacement mobile phone
delivery service
(partial damage, water soak,
irreparable damage, theft and
loss)
Customer charge
1st: 5,000 yen
2nd: 8,000 yen
Longtime au users
receive a 2,000 yen
discount
*1
N/A
Holding over and repair
(spontaneous failure: 1st year)
Free
Free
Holding over and repair
(spontaneous failure: 2nd year
and later)
Free (three-year
warranty)
Actual cost
Holding over and repair
(partial damage)
Customer charge
Upper limit: 5,000
yen
Actual cost
Holding over and repair
(water soak and irreparable
damage)
Customer charge
10,000 yen
Actual cost
Holding over and repair
(theft and loss)
N/A
N/A
(By model
replacement)
Replacement mobile phone delivery service
◎
When you have trouble with your au cell phone, you can have a cell
phone for replacement (same model and color as your old one
*
)
delivered to any destination that you specify by calling us. Please return
your old faulty au cell phone within 14 days after the cell phone for
replacement is delivered to you.
* If the same model in the same color is difficult to provide, a replacement cell
phone of a model and a color that are specified by KDDI is provided.
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