Motorola DHSB5100 installation manual If You Need Help, Calling for Repairs

Introduction1-3

If You Need Help

If you need assistance while working with the SURFboard cable modem, contact the Motorola Technical Response Center (TRC):

!Inside the U.S.A.: 1-888-944-HELP(1-888-944-4357)

!Outside the U.S.A.: 1-215-323-0044

!Online: http://www.motorola.com/broadband, click HTML/Modem Version, click Customer Support, then click Web Support.

The TRC is open from 8:00 AM to 7:00 PM Eastern Time, Monday through Friday and 10:00 AM to 6:00 PM Eastern Time, Saturday. When the TRC is closed, emergency service only is available on a call-back basis. Web Support offers a searchable solutions database, technical documentation, and low priority issue creation/tracking 24 hours per day, 7 days per week.

Calling for Repairs

If repair is necessary, call the Motorola BCS Repair Facility at 1-800-227-0450for a Return for Service Authorization (RSA) number before sending the unit. The RSA number must be prominently displayed on all equipment cartons. The Repair Facility is open from 8:00 AM to 5:00 PM Central Time, Monday through Friday.

When calling from outside the United States, use the appropriate international access code and then call 956-541-0600to contact the Repair Facility.

When shipping equipment for repair, follow these steps:

1Pack the unit securely.

2Enclose a note describing the exact problem.

3Enclose a copy of the invoice that verifies the warranty status.

4Ship the unit PREPAID to the following address:

Motorola Corporation

Broadband Communications Sector Attn: RSA #___________

5964 E. 14th Street Brownsville, TX 78521

SURFboard Cable Modem Installation Manual