Appendix
■
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)
Replacement 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-
member
Replacement
cell phone
delivery
service
Spontaneous
failure
1st year
Free
N/A
2nd year
and later
Customer charge
1st: 5,000 yen
2nd: 8,000 yen
Long-term-use
customers receive
¥2,000 discount
*1
Partial damage, water
soak, irreparable
damage, theft and
loss
Holding
over and
repair
Spontaneous
failure
1st year
Free
Free
2nd year
and later
Free
(three-year warranty)
Actual cost
Partial damage
Customer charge
Upper limit
5,000 yen
Water soak and
irreparable damage
Customer charge
10,000 yen
Theft and loss
N/A
N/A
(By model
replacement)
* Charge amounts are all tax excluded.
*1 Customers in 3rd year (25 months) of subscription or all subscription lines
in a family discount plan to which the customer belongs are eligible.
Customers using a data communication device or tablet are eligible if
they are subscribing to a set discount plan (WIN Single Set Discount
Service or Smartphone Set Discount) and the subscription for the line
covered under the set discount is in its 3rd year.
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