Before Submitting Your Handset for Repairs

Cases in Which Repairs Are not Possible

Repairs may not be possible in the following circumstances.

Image of water exposure

If your handset is found to be corroded as a result of water exposure, condensation, sweat, etc.
If the repair counter determines that your handset has been exposed to water (e.g.: the water exposure sticker has reacted).

Image of example of water exposure sticker reaction

The pattern on the water exposure sticker differs depending on the model.
This figure is just an image. There may be a difference in the amount of reaction depending on the circumstances of water exposure.

Image of damage and dents

If your phone has been subjected to a force or shock such as from carrying it in your pants pocket or dropping it, the internal parts of the phone may have been damaged beyond repair, even if it appears undamaged externally.

Image of modifications

Your handset may be considered to have been modified in the following cases.
- Stickers or other items have been affixed to the LCD display or buttons.
- An adhesive or other substance has been used to decorate the case.
- The case has been replaced with a non-DOCOMO genuine case.
- Unauthorized changes have been made to the basic software installed on the handset.
Please note that a modified handset or other device will only be accepted for repairs if you agree to the modified parts being returned to their original state. However, DOCOMO may refuse to repair a handset depending on the modifications.

Image of when not able to read the information on the manufacture’s specification sticker

The manufacturer’s specification sticker (for example, under the battery pack) certifies that the mobile phone meets technical standards. Please be aware that it may not be possible to carry out repairs if the specifications cannot be confirmed because the sticker has been removed, altered, etc.

Image of when the repair parts availability period has expired

Depending on the malfunction, parts shortages and other conditions may mean that the phone cannot be repaired even within the period of availability for a part.
To find out if your mobile phone can be repaired, inquire at a service counter or Repairs.

If multiple parts of your handset have malfunctioned or are damaged, we cannot accept a request for the repair of only one part. (For example, if the case is damaged and an internal malfunction has occurred [the power will not turn on], we will not repair just the internal malfunction.)
Your handset will be returned after all parts have been repaired because we cannot guarantee the quality of the product if only one part is repaired.