Compensation : Keitai Guarantee Service Plus

Replacement mobile phone delivery service

In the event of an incident, a replacement mobile phone of the same model in the same color (a recycled product including a new battery) [1] is delivered on the date of your application at the earliest. [2]

  • [1]If the same model in the same color is difficult to provide, a replacement mobile phone of a model and a color that are specified by KDDI is provided.
  • [2]In the Kanto and Kansai areas, the product is delivered on the date of your application if you apply before 10:00 AM. In principal, it is delivered on the following day even if you apply after that time or the delivery address is not in the Kanto or Kansai area (excluding some areas and remote islands).

Incidents eligible for the replacement mobile phone delivery service

Malfunction, partial damage, total damage, exposure to water, theft and loss [3]

  • [3]The following incidents are not eligible: scratch, stain, minor damage such as peel-off paint, trouble due to a natural disaster, deliberate damage, altered phone, altered software, analysis, problem due to computer virus or other troubles.

Procedure flow

A replacement mobile phone is delivered to a specified address [4], such as your home or office.

Image:Procedure flow
  • [4]If a third-party agent applies for the service or the service is in the name of a business, the address is limited to the contract address and billing address. A member of your family cannot apply for this service as a third-party agent. The delivery address must be within Japan.
  • [5]In the event of damage, exposure to water, theft, or loss, apply via the au homepage. In the event of spontaneous malfunction, apply by phone because it requires a diagnosis.
  • [6]In principle, the old mobile phone that you send is used as a replacement mobile phone after being refreshed. If the old phone is not returned, a penalty of ¥40,000 is incurred. In the event of theft or loss, return the old mobile phone to the address specified by KDDI when it is found.

Fees paid by customers for using this service


1st use 2nd use
au contract is 25 months or more (with the long-term use benefit applied) [7] au contract is fewer than 25 months au contract is 25 months or more (with the long-term use benefit applied) [7] au contract is fewer than 25 months
Fees paid by customers ¥3,000 ¥5,000 ¥6,000 ¥8,000
No replacement mobile phone + after the Web discount is applied [8] ¥2,000 ¥4,000 ¥5,000 ¥7,000
  • [7] Customers and their families whose au contract is 25 months or more, receive a ¥2,000 discount as a benefit for long-term use. If a phone line subscribed to this service or a phone line under the same Family Discount includes a phone line with an au contract that is 25 months or more, the phone line subscribed to this service is eligible for the benefit for long-term use. For customers using a data communication device or tablet, this discount applies to customers who are subscribed to a set discount (WIN Single Set Discount or Smartphone Set Discount) and have been under the contract of the line eligible for the set discount for 3 years or more.
  • [8]If you do not use a replacement mobile phone, you can get a discount of ¥500. If you apply via the Web site (au homepage), you can get another discount of ¥500 off the fees. (Both of the discounts are automatically applied if you apply via the au homepage because a rental of a replacement mobile phone is not provided.)

About the use count and fees paid by customers

This service can be used twice within a one-year period, beginning the day on which this service is used (compensation application) as the starting date. If you have not used this service in the past year at the time of filing a compensation application, the fee is ¥5,000. If you have, it is ¥8,000. However, this service is provided for free in the case of malfunction within the one-year warranty period from the day of your purchase.

Image:About the use count and fees paid by customers
  • * In the event of a malfunction that is covered by the warranty within one year from your purchase (the warranty period described in the warranty), the service is available for free (but is counted).

Collect-and-repair services

Three-year warranty service

Malfunction that is covered by the warranty is repaired for free for 3 years [9].

Repair fee discount service

Even for a malfunction not covered by the warranty that is neither exposure to water nor total damage, the repair fee is capped at ¥5,000 [9].

Renewal service for exposure to water and total damage

If a customer's au mobile phone cannot be used due to exposure to water, total damage or other incident, the phone is renewed for ¥10,000 ! [9][10]

  • [9]Damage or malfunction due to a deliberate act, negligence, or alterations (including disassembly and alteration, part replacement, or painting) is not covered by the warranty.
  • [10]Renewal means that mechanical parts, outer case and battery pack of an au phone are replaced to rejuvenate it.
Save more with WALLET Points / au Points

Use WALLET Points / au Points to get a discount on repair fees or fees for the replacement mobile phone delivery service! See "Point Program" for more details.

Point Program (in Japanese only)

Notes

[Replacement mobile phone delivery service]

  • The fee is billed with the monthly usage fee.
  • In the event of theft or loss, an au IC card has to be reissued when using this service. In such a case, the au IC card reissue fee of ¥2,000 is separately required.
  • In the event of theft or loss, file a report with the police department, fire department or other public agency before contacting KDDI. When a compensation application is filed, you are asked for the name of the agency where the report was filed, as well as the date and file number of the report. Connections to a network from the old mobile phone may be restricted.
  • If necessary, transfer data from the old mobile phone to the replacement mobile phone yourself before sending the old mobile phone back.
  • Delete all the data stored in the old mobile phone before sending it back, except data that cannot be deleted.
  • After a mobile phone is collected from a customer, it is repaired, its outer cover is replaced with a new one, and its quality is checked. Then, it is initialized before being provided as a replacement mobile phone (refreshed product).

[Three-year warranty service and one-year warranty service]

  • If malfunction results from proper use according to notes or other information in an instruction manual or other documents during the warranty period, it is covered by the warranty and is repaired for free.
  • The warranty period that is described in the warranty is one year from the date of purchase. In the case of subscription to Keitai Guarantee Service Plus, the period is extended to three years from the date of purchase that is described in the warranty (the warranty period of a prepaid-designated phone is one year).

[Renewal service for exposure to water and total damage]

  • Application of the "Renewal service for exposure to water and total damage" is applied based on a determination of "exposure to water and total damage" at a repair site that is specified by KDDI.
  • By phoneOpen 9:00 – 20:00

    • English

      0120-959-472(Toll Free)

    • Portuguese

      0120-959-473(Toll Free)

    • Chinese

      0120-959-476(Toll Free)

    • Korean

      0120-959-478(Toll Free)

    • Japanese

      157(Toll Free)from au phones

      0077-7-111(Toll Free)

  • By e-mailSend e-mail

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