Enhancing Service and Support

"My Info Mail" is a service that sends optimal, helpful support information (free of packet communications charges) to customers that have registered for the service based on usage patterns and the types of orders received. Customers are given information on discount plans that match their monthly usage patterns and the acquisition of customer benefits such as the right to use the "Battery Pack Anshin Support service." In July 2011 "My Info Mail" was also made available for smartphones (sp-mode). DOCOMO intends to continue working to enhance after-sales support.

NTT DOCOMO is working to expand its network of support desks located overseas in order to better serve customers going on short trips, long-term stays or studying abroad. As of March 2011, there are " docomo Support Desks" in London, New York, Los Angeles, Shanghai, Singapore and Bangkok, in addition to the "docomo World Counter" in Honolulu. Partnering with travel agencies and other companies that provide mobile phone services for Japanese living abroad, we have also set up support desks in Paris, Hong Kong, Taipei, Bali, Seoul, Beijing and Guam.
These support desks provide free phone battery charging services and handle questions on use and operation of mobile phones overseas. In addition, the Hawaii, London, New York, Los Angeles, Shanghai and Singapore locations handle local mobile phones sales and take reservations for DOCOMO mobile phone contracts from customers returning to Japan following long stays abroad.

Starting March 1, 2011, we began offering "Phone Number Storage" and "Mail Address Storage" (optional) services to enable customers to conveniently store their FOMA phone numbers and mail addresses (i-mode, sp-mode) for as long as three years when customers go abroad to work, study, or otherwise leave the country for a long period of time.
Previously, when customers would go overseas for a long period of time, they would have to cancel their mobile phone contracts and then re-subscribe when returning to Japan, so it was not possible to retain the phone numbers and mail addresses they had been using. With this service however customers are now able to use the same phone numbers and mail addresses they used before going overseas upon returning to Japan.

Customers may now request to have SIM lock1 removed from any DOCOMO mobile phone sold since April 1, 2011 as those phones feature SIM lock removal function. Removing the SIM lock allows customers to use the SIM card of an another mobile phone operator on their DOCOMO mobile phone2. However, removing the SIM lock may render some functions and services unusable, so this should be explained in detail at docomo Shops and the SIM lock is only removed after the customer agrees to it3. Conversely, if the customer wants to use a DOCOMO SIM card in a phone from another operator with the SIM lock removed, we provide a DOCOMO SIM card when the customer brings the phone to a docomo Shop and signs up for our mobile phone service.4

• 1 SIM locks make it impossible to use SIM cards contracted with other operators on wireless devices sold by DOCOMO and impossible to use FOMA Cards, DOCOMO UIM Cards, and docomo mini UIM cards with wireless devices sold by other operators.
• 2 The communications format and frequency of the mobile phone operator offering the SIM card has to be the same as that used by DOCOMO wireless devices and the network has to conform to standard specifications.
• 3 The functions of DOCOMO wireless devices on all the networks used by other mobile phone operators cannot be confirmed, so the warranty is void if the SIM card of another operator is used with a DOCOMO wireless device.
• 4 The functioning of all wireless devices provided by other operators when used on DOCOMO networks cannot be confirmed, so the warranty is void.

We received many requests for a Web version of our mobile phone catalog, so starting in September 2010 we launched an online catalog that can be viewed by opening the cover and turning the pages just like a paper catalog. It also has exclusive online functions like word searches, links, and printing, as well as a memo function for writing comments and a tag function for marking items. It also features a convenient zoom function for seniors and others with poor eyesight.

docomo Shops nationwide launched the "Keitai Tenken Service (Mobile Phone Checkup Service)" in order to allow customers to comfortably use their mobile phones at anytime with total peace of mind. The service involves docomo Shop staff conducting checkups and cleaning free of charge in order to keep customers' mobile phones in top condition. We also offer the "Battery Pack Anshin Support service," which provides a replacement battery pack or auxiliary charge adaptor to "DOCOMO Premium Club" members who have used the same FOMA device for a long period of time.

DOCOMO is enhancing its service line-up to address equipment troubles and other problems not only for customers considering the purchase of a DOCOMO phone but also for customers already with us for a long period of time.
For example, we provide the Receive Anywhere Service for Repaired Mobile Phones, which allows customers who have turned in their mobile phones for repair to pick them up at any docomo Shop or the location of their choosing regardless the Shop the repair order made. We also provide a mobile phone data recovery service for FOMA handsets that have been damaged by water. If your phone has been exposed to water and no longer turns on, we will retrieve the data to the extent possible, copy and return the data onto a CD-ROM.