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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 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.
Replacement cell 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.
◎
You can use this service up to twice within one year starting from the day
when you first use this service. If you have not used this service over the
past one year at the time of your application for this service, the
application will be regarded as your first time. If you have, the application
will be regarded as your second time.
* For details, check on the au homepage.
Holding over and repair
◎
Damages and malfunctions intentionally caused by the customer as well
as those due to modification (e.g. disassembly, change of parts, painting,
etc.) by the customer are not covered by this service.
◎
You cannot receive a refund for replacement of the outer casing due to
stains, scratches, paint removal, etc. on the outer casing.
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