After-Sales Service
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When Asking for Repair
For repair, contact Keitai Guarantee Service Center.
During the
warranty period
Repairs will be done based on the <<terms of services of
the free-of-charge repair warranty>> described on the
warranty card.
Outside the
warranty period
We shall repair the product for a charge as requested by
the customer if repair renders it usable.
◎
Before handing in the product for repair, make a backup of the contents
of memory since they may disappear during repair. Note that the
Company shall not be liable for any damages and loss of income should
the contents of memory be altered or lost.
◎
Recycled parts that meet the Company’s quality standards are
sometimes used for repair.
◎
au cell phones collected by Replacement cell phone delivery service
which you used before are recycled to cell phones for replacement after
repairs. Also parts replaced by au after-sales service are collected and
recycled by the Company. They are not returned to customers.
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Performance Parts for Repair
The Company retains performance parts for repair of the SHL25 main unit and
its peripheral devices for 4 years after discontinuation of production.
“Performance parts for repair” refers to parts required for maintaining the
functions of the product.
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Warranty Card
At the store of purchase, thoroughly check and read the name of the retailer,
date of purchase and other necessary details filled in on the warranty card,
and be sure to keep it in a safe place.
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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 using your au cell phone for a long time without worries.
This service expands coverage for many troubles including malfunction, theft
and loss. For details of this service, check on the au homepage or contact
Keitai Guarantee Service Center.
◎
You can apply for membership only at the time of purchasing your au cell
phone.
◎
Once you cancel the membership, you cannot reapply for it until you
purchase an au cell phone next time.
◎
Note that when changing the model or purchasing an extra cell phone,
this service only covers the most recently purchased au cell phone.
◎
When an au cell phone is handed over to you or someone else, the
“Keitai Guarantee Service Plus LTE” membership is also handed over to
the successor of the cell phone.
◎
When you get a new au cell phone by changing the model, purchasing
an extra cell phone, etc., the “Keitai Guarantee Service Plus” or “Keitai
Guarantee Service Plus LTE” membership for the old au cell phone is
automatically canceled.
◎
Service contents are subject to change without notice.
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au Nano IC Card (LTE)
The au Nano IC Card (LTE) is lent to you by au. In case of loss or damage, the
card will be replaced at your expense. When malfunction is suspected, or in
case of theft or loss, contact an au shop or PiPit.
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