Operation Manual

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shv35e01.fm
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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 20:00 (7 days a week)
Online Replacement Desk (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.
■ au After-Sales Service Information
* Charge amounts are all tax excluded.
■ Charges list of “Replacement mobile phone delivery service”
(membership)
Service contents
Keitai Guarantee
Service Plus LTE
member
Non-Keitai
Guarantee Service
Plus LTE member
Replacement mobile phone
delivery service
(spontaneous failure: 1st year)
Free N/A
Replacement mobile phone
delivery service
(spontaneous failure: 2nd year
and later)
Refer to the
following charges
list of “Replacement
mobile phone
delivery service”
(membership)
N/A
Replacement mobile phone
delivery service
(partial damage, water soak,
irreparable damage, theft and
loss)
Refer to the
following charges
list of “Replacement
mobile phone
delivery service”
(membership)
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)
Applied condition First use Second use
General 5,000 yen/
Benefit for longtime
au user
*1
3,000 yen
8,000 yen/
Benefit for longtime
au user
*1
6,000 yen
Both “Discount for web
application”
*2
/“Discount for
nonuse of substitute”
*3
are
applied
4,000 yen/
Benefit for longtime
au user
*1
2,000 yen
7,000 yen/
Benefit for longtime
au user
*1
5,000 yen
Only “Discount for nonuse of
substitute”
*3
is applied
4,500 yen/
Benefit for longtime
au user
*1
2,500 yen
7,500 yen/
Benefit for longtime
au user
*1
5,500 yen
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