Appendix
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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)
Servicing requests online (24 hours)
* From the product, 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.
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au After-Sales Service Information
Service contents
Keitai Guarantee
Service Plus LTE
member
Non-Keitai
Guarantee Service
Plus LTE member
Replacement cell phone
delivery service
(spontaneous failure: 1st
year)
Free
N/A
Replacement cell phone
delivery service
(spontaneous failure: 2nd
year and later)
Customer charge
1st: 5,000 yen
2nd: 8,000 yen
N/A
Replacement cell phone
delivery service
(partial damage, water
soak, irreparable damage,
theft and loss)
Customer charge
1st: 5,000 yen
2nd: 8,000 yen
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)
* Charge amounts are all tax excluded.
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