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Appendix
Appendix
■ After-sales service
If you are unsure about anything regarding after-sales
service, contact the following service contact.
Customer Service Center (for service canceling procedure
in case of loss or theft)
From a land-line phone,
0077-7-113 (toll-free)
From an au mobile phone, 113 without area code (toll free)
Business hours 24 hours (7 days a week)
Keitai Guarantee Service Center (for loss, theft, damage)
From a land-line phone/From an au cell phone,
0120-925-919 (toll-free)
Business hours 9:00－21:00 (7 days a week)
Online Repair Desk (24 hours a day over the Internet)
* Can be accepted only from a personal compute, smartphone or tablet
https://cs.kddi.com/support/n_login.html
• The Application for the Internet acceptance, if "damage",
"wet", "theft" and "loss" are eligible. In the case of spontaneous
failure (not the cause damage, such as water wet, but does
not power on, the screen does not function or other), it will be
accepted by phone for interview is required.
• To apply for the Internet, you need the e-mail address.
■ au after-sales service information
Services Keitai Guarantee Service Plus LTE
Members Others
Replacement cell phone delivery service
Spontaneous failure
(1st year)
Free of charge No recompense
Spontaneous failure
(2nd year or later)
Customer charge
1st: 5,000 yen
2nd: 8,000 yen
Partially damage,
water soak,
irreparable damage,
theft or loss
Holding over and repair
Spontaneous failure
(1st year)
Free of charge Free of charge
Spontaneous failure
(2nd year or later)
Free of charge (for 3
years)
Actual cost
Partially damage Customer charge
Upper limit: 5,000 yen
Water soak,
irreparable
Customer charge
10,000 yen
Loss, theft No recompense No recompense
(model change)
* Charge amounts are all tax excluded.
Replacement cell phone delivery service
◎When you have trouble with your au device, replacement
cell phone (same model, same color, including new battery)
is delivered to the specied place by calling to. Return your
damaged cell phone within 14 days after the replacement
cell phone is delivered.
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