23
■
Performance Parts for Repair
The Company retains performance parts for repair for the SHV36 main
unit and its peripheral devices for 4 years after discontinuation of
production. Performance parts for repair refer to parts required for
maintaining the functionality of a product.
■
Warranty
At the store of purchase, check the name of the retailer, date of
purchase and other details written in the warranty. Read the contents
thoroughly and keep it in a safe place.
■
Keitai Guarantee Service Plus LTE
An after-sales service membership program on a monthly basis called
"Keitai Guarantee Service Plus LTE" (monthly fee: 380 yen, tax
excluded) is available for continued safe use of your au cell phone.
This service expands coverage for many troubles including
malfunction, theft and loss.
For details on this service, refer to the au website or contact Keitai
Guarantee Service Center.
◎
Membership application is available only at the time of purchasing
an au cell phone.
◎
Once you cancel your membership, you cannot reapply for the
membership until you purchase another au cell phone.
◎
In the case of cell phone upgrade or purchase of additional cell
phones, this service only covers the most recently purchased au
cell phone.
◎
In the case of transfer of ownership of an au cell phone, the Keitai
Guarantee Service Plus LTE membership is also transferred to the
successor of the au cell phone.
◎
If you purchase a new au cell phone (for upgrade, additional
purchase, etc.), your membership of the Keitai Guarantee Service
Plus or the Keitai Guarantee Service Plus LTE for your previous au
cell phone will be canceled automatically.
◎
Service features are subject to change without prior notice.
■
au Nano IC Card 04
The au Nano IC Card 04 is lent to you by au. Note that in case of loss
or damage, the card needs to be replaced at your own expense.
When malfunction is suspected, or in case of theft or loss, contact an
au shop or PiPit.
■
After-Sales Service
If you have any questions regarding the after-sales service, contact the
following service centers.
Customer Service Center (for line suspension in case of loss or
theft)
From a landline phone,
0077-7-113 (toll free)
From an au cell phone, 113 without an area code (toll free)
Business hours: 24 hours a day (7 days a week)
Keitai Guarantee Service Center (in case of loss, theft or damage)
From a landline phone/au cell phone,
0120-925-919 (toll free)
Business hours: 9:00 a.m. to 8:00 p.m. (7 days a week)
Online Replacement Desk (24 hours a day)
(Accessible from PCs and smartphones only)
(
https://cs.kddi.com/support/n_login.html
)
•
Online applications are available for an incident of damage, water
seepage, theft, or loss. In the case of spontaneous failure (for
example, the product does not turn on or the screen is frozen and
the cause is not damage or water seepage), application is accepted
only by telephone since consultation is required.
•
An e-mail address is required for online applications.
■
au After-Sales Service Information
Service
Keitai Guarantee
Service Plus LTE
member
Keitai Guarantee
Service Plus LTE
non-member
Replacement mobile phone
delivery service (spontaneous
failure; 1st year)
Free
N/A
Replacement mobile phone
delivery service (spontaneous
failure; 2nd year and later)
See "Fees for the
Replacement
Mobile Phone
Delivery Service
(for Members)"
below
N/A
Replacement mobile phone
delivery service (partial
damage, water seepage,
irreparable damage, theft or
loss)
See "Fees for the
Replacement
Mobile Phone
Delivery Service
(for Members)"
below
N/A
Depot repair (spontaneous
failure; 1st year)
Free
Free
Depot repair (spontaneous
failure; 2nd year and later)
Free (three-year
warranty)
Actual cost
Depot repair (partial damage)
Charge
Up to 5,000 yen
Actual cost
Depot repair (water seepage
or irreparable damage)
Charge
10,000 yen
Actual cost
Depot repair (theft or loss)
N/A
N/A (upgrade
supported)
All fees exclude tax.
■
Fees for the Replacement Mobile Phone Delivery
Service (for Members)
Applicable condition
First time
Second time
General
5,000 yen
(3,000 yen for
longtime au
users
*1
)
8,000 yen
(6,000 yen for
longtime au
users
*1
)
"Online application discount"
*2
and "No substitute phone
discount"
*3
applied
4,000 yen
(2,000 yen for
longtime au
users
*1
)
7,000 yen
(5,000 yen for
longtime au
users
*1
)
"No substitute phone
discount"
*3
applied
4,500 yen
(2,500 yen for
longtime au
users
*1
)
7,500 yen
(5,500 yen for
longtime au
users
*1
)
All fees exclude tax.
*1 Applies to customers who have been au users for at least 25 months and
to all the lines in that customer's Family Discount plan. The discount also
applies to users of a data communication device or a tablet who are
subscribed to a bundle discount plan (WIN Single Set Discount or
Smartphone Set Discount) and have been using a line in the bundle
discount plan for at least 3 years.
*2 Online application discount: If you apply for the replacement mobile phone
delivery service from the au website, 500 yen will be deducted from the
service fee.
"No substitute phone discount" automatically applies at the same time
since a substitute cell phone cannot be lent when "Online application
discount" applies.
*3 No substitute phone discount: If you do not request a substitute cell
phone when using the replacement mobile phone delivery service, 500
yen will be deducted from the service fee.
For details, refer to the au website.
Replacement Mobile Phone Delivery Service
◎
If you have trouble with your au cell phone, you can have a
replacement cell phone (same model and color
*
as your cell
phone) delivered to the specified address by calling us. Please
return your current (faulty) au cell phone within 14 days after the
replacement cell phone is delivered to you.
* If a replacement cell phone of the same model and color is not
available, a replacement cell phone of the model and color specified by
the Company will be provided.
◎
You can use this service up to twice a year starting from the date
of first use. If you have not used this service over the past year at
the time of your application for this service, the application will be
regarded as the first time. If you have, the application will be
regarded as the second time.
For details, refer to the au website.
◎
In the event of theft or loss of the product, an au IC card has to be
reissued when using this service. In such cases, an additional fee
of 1,900 yen is required for the reissue of the au IC card.
Depot Repair
◎
This service does not cover repair of damage or malfunction
intentionally caused by the customer or resulting from modification
(disassembly, parts replacement, painting, etc.) by the customer.
◎
No discount applies to replacement of the outer casing due to
stains, scratches, abrasion of coating, etc. on the outer casing.
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