Support Providing Peace of Mind Regarding Failures and Repairs

Introduction to support providing peace of mind regarding repair charges, replacement handset, and procedure to pick up your submitted handset for repairs.

Repair Fee Support

In the event that your handset malfunctions, it will be repaired for free if the malfunction is covered by the warranty. Furthermore, in the event of damage or a malfunction not covered by the warranty, the repair fee will be no more than ¥3,000.

Constant peace of mind with a warranty period extension

In addition to the manufacturer's warranty period of one year, DOCOMO offers a warranty from the second year until repair acceptance has been completed.

Constant peace of mind for malfunctions outside of the scope of the warranty as well

Even for damage or malfunctions outside of the scope of the warranty, the repair fee will be no more than ¥3,000 until repair acceptance has been completed.

  • A subscription to Mobile Device Protection Service is required for 2013 winter models and later models.
  • If two or more handsets are submitted for repairs at the same time, Repair Fee Support will not cover the second handset and any subsequent handset.
  • Not applicable to the 2in1 B number subscription and WideStar.
  • Some models such as products for which the manufacturer is the distributer and iPhone/iPad are not applicable to this service.

Receive Anywhere Service for Repaired Mobile Phone

The handset you submitted for repair can be received at other than the docomo Shop where you applied for the repair.

Image of Receive Anywhere Service for Repaired Mobile Phone
Receive Anywhere Service for Repaired Mobile Phone
Desired location to receive repaired handset *1 Wish to borrow replacement handset Usage charge
Desired docomo Shop Yes Free
No Free
Desired location (at home, etc.) Yes *2 ¥300 (excl. tax)
No Free
  1. At the time of application for repairs, you will be asked to designate a docomo Shop or other location (within Japan only) to pick up the handset.
  2. When you receive the repaired handset at the desired location, please return the replacement handset by delivery service (use cash on delivery voucher, the delivery charge will be included in your usage charges).
  • Upon receiving the handset by delivery, customers are responsible for transferring data to the repaired handset.
  • Not applicable to the 2in1 B number subscription and WideStar.

Borrowing a Loan Handset (Replacement Handset) from DOCOMO

You can borrow a replacement handset while your handset is being repaired, etc.

  • Your current phone number can be used with the replacement handset.
  • A particular model cannot be specified.
  • Please note that you will be unable to borrow a replacement handset if you do not have a DOCOMO line subscription.
  • If the replacement handset is broken or damaged as a result of mishandling or water exposure, or stolen or lost, a fee will apply to cover any cost incurred.
  • Please return the replacement handset within 30 days of being notified of the completion of repairs, etc.
    • If for personal reasons it is likely that more than 30 days will elapse, please contact the docomo Shop, from which you borrowed the handset, in advance.
    • If more than 30 days elapses and no notification is received regardless of any of the above, you will be charged a fee to cover any cost incurred.

Using another handset that you own as a replacement handset

If you have another handset that you are not currently using, you can use that as a replacement handset.

  • Please note that a handset may not be able to be used as a replacement handset if any part of it is broken or if it is for a different type of service.
  • If use of another handset requires the UIM card to be changed to one of a different shape (size), please visit a repair counter.

  • Unless otherwise specified, all indicated amounts exclude tax.
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