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Keitai Guarantee Service Plus LTE[1]

Introducing a service that gives you peace of mind even in the event of an incident.

Overview

Flat rate Application
¥380/month Required

The paid membership service that gives you comprehensive support!

  • You get a discount of ¥100 on the auIC card reissue fee when using the replacement mobile phone delivery service.
  • You get a discount of ¥1,000 on the contract change fee when switching between LTE dual and LTE single without purchasing a handset.
  • The upper limit is ¥15,000/month when subscribed to the Rated Plan. [2][3]
  • [1]Described as Keitai Guarantee Service Plus in au Customer Support and bills.
  • [2]The discount is applied to the charged amount on the month following the use of the service. (On the bill for this month of the use, the normal rate is applied on a one-time basis.) If you cancel the subscription to Keitai Guarantee Service Plus LTE before the end of a month, the upper limit is not eligible for the discount in the month of the cancellation.
  • [3]4G LTE tablets and Wi-Fi WALKER WiMAX 2+ are not eligible.
  • *You can apply for this service only when you purchase an au phone (when applying for a new contract, changing a model or adding a model).

Read the notes about Keitai Guarantee Service Plus LTE.

Eligible models

4G LTE Smartphone,4G LTE Featurephone,4G LTE Tablet,WiMAX 2+ supported router

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) is directly delivered within 2 days from the application.[4] [5]

Incidents eligible for the replacement mobile phone delivery service

Malfunction, partial damage, total damage, exposure to water, theft and loss [6]

  • [4]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.
  • [5]Delivery within 2 days may not be guaranteed for some areas or for requests received at certain times.
  • [6]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 [7], such as your home or office.

Procedure flow

About the replacement mobile phone delivery service

Fees paid by customers for using this service
First use: ¥5,000 (¥3,000 for customers who have had an au contract for 3 or more years★)
Second use: ¥8,000 (¥6,000 for customers who have had an au contract for 3 or more years★)

★ Longtime au users receive a ¥2,000 discount from the replacement mobile phone delivery service.

  • *This discount applies to customers who have used au for 3 years (25 months) or more, and all the lines within that customer's Family Discount. 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.
  • *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.
  • *The fee is billed with the monthly usage fee.
  • *In the event of theft or loss, an auIC card has to be reissued when using this service. In such a case, the auIC card reissue fee of ¥1,900 (before the discount) is separately required.
About the use count and fees paid by customers
  • [7]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.
  • [8]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.
  • *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 by 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).

You may ask an au shop or PiPit to have you phone repaired.

  • *au shops and PiPit cannot accept application for a replacement mobile phone.

Collect-and-repair services

Three-year warranty service

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

  • [9]Damage or malfunction due to a deliberate act, negligence, or alterations (including disassembly and alteration, part replacement, or painting) are not covered by the warranty.

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.

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! [10]

  • [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)

How to apply

Apply for the service when purchasing an au phone (such as when applying for a new contract, changing a model or adding a model).

For Android™ users, a secured rate plan that combines two services!

Keitai Guarantee Servise Plus LTE + Anshin Security Pack
  • [11]In the case of subscription or cancellation before the end of a month, the discount amount is prorated based on how many days Anshin Security Pack was used, regardless of how many days Keitai Guarantee Service Plus LTE was used.

Anshin Security Pack (in Japanese only)

Free membership service

Application Not required Flat rate Free

One-year warranty service

Malfunctions that are covered by the warranty can be repaired for free for one year!

Notes

[au After Service]

  • Only mobile phone devices and battery chargers with a trademark of au or iida are eligible for au After Service.

  • Battery chargers means devices that can charge a mobile phone device such as an AC or DC adaptor.
  • au phones, IDO phones, and cellular phones that are altered (including disassembly and alteration, part replacement, or painting) are eligible for au After Service only after you remove the altered parts and reinstall the genuine parts (For example, replace a non-genuine antenna or other added parts that might hinder repair with the genuine parts).
  • Note that using commercially-available non-genuine accessories other than au, IDO and cellular genuine parts may result in malfunction or failure.
  • Devices for which au cannot provide this service are not eligible for au After Service (Example: digital network devices or other devices)
  • Parts that are replaced in services such as Three-year (One-year) warranty service, Repair fee discount service, and Renewal service for exposure to water and total damage are collected and recycled by KDDI. They cannot be returned to the customers.
  • If there are multiple malfunctions, partial repair is not available. Partial repairs cannot ensure the product quality. For this reason, all of the malfunctions are repaired before retuning.(Depending on the items for repair, charges may be incurred.)
  • For inquiries, contact the Keitai Guarantee Service center.
    Parts for repairs of au phones and their peripheral devices are in stock for 6 years after termination of production (4 years for some models). The parts for repairs are the ones that are required for maintaining the product functions. After the period during which the parts for repairs are in stock, applications for repairs cannot be accepted. Even during this period, some malfunctions may not be able to be repaired due to lack of parts.
    Models for which applications for repairs are or will be terminated (in Japanese only)
  • KDDI shall not bear any responsibility for any change or loss of data that results from malfunction, repair or loss of au mobile phones or from other causes. Back up the data regularly.
  • Services in au After Service are subject to change without prior notice.

[Keitai Guarantee Service Plus LTE]

  • If you subscribe to the service or cancel the subscription before the end of a month, the monthly charge is prorated.
  • If you cancel the subscription, you cannot subscribe to the service until you purchase an au phone again.
  • When purchasing a new au phone by changing a model or adding a model, the subscription to Keitai Guarantee Service Plus LTE for the previous au phone is automatically cancelled.
  • If you cancel or temporarily suspend an au phone contract, the subscription to Keitai Guarantee Service Plus LTE is automatically cancelled.
  • When changing a model or adding a model, only the au phone that has the latest sales history is eligible for this service.
  • For transfer or inheritance of an au phone, the status of Keitai Guarantee Service Plus LTE is carried over to the assignee.
  • See the Keitai Guarantee Service Plus terms and conditions for more details.
    Keitai Guarantee Service Plus terms and conditions (in Japanese only)

[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 LTE, 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).

[Repair fee discount service]

  • Exposure to water and total damage are not eligible for this service.
  • Damage or malfunction due to a deliberate act, negligence, or alterations (including disassembly and alteration, part replacement, or painting) are not covered by the warranty.

[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.
  • Damage or malfunction due to a deliberate act, negligence,or alterations (including disassembly and alteration, part replacement, or painting) are not covered by the warranty.

*All of the indicated amounts exclude tax unless otherwise specified.