CM32 DOCSIS Certificate Mismatch for Comcast ISP

CM32 DOCSIS Certificate Mismatch for Comcast ISP

This FAQ is used to reference the ASUS CM32 Cable Modem Router swap replacement. The ASUS CM32 will end support to work with certain MAC address in conjunction with Comcast ISP. To do right by our CM32/Comcast customers, ASUS will be providing an exchange replacement from the CM32 to a reasonably available equivalent new or refurbished product. If you believe your networking device is affected, please reach out to our Support Team and we will verify the SN, once confirmed, we would be able to assist with replacing your device

• Affected Model: CM32
• Swap to reasonably available equivalent new or refurbished product

This one-time exchange program is open only to customers who purchased the CM32 in North America, and it’s limited to models from affected batches at ASUS discretion.

How will ASUS make things right?

If you make an eligible claim under this warranty exchange, ASUS will, at its election:

 • Replace CM32 with product with a reasonably available equivalent new or refurbished product.

Any repaired or replacement products are warranted for the remainder of the original Warranty Period. All products and parts that are replaced become the property of ASUS.

What happens when I return my product?

This warranty program for the ASUS CM-32 Cable Modem Wi-Fi Router will be replaced without charge to a reasonably available equivalent new or refurbished product. The remedy offered will be determined by ASUS in its sole discretion.

If you believe your CM32 is covered by this warranty, what do you need to do?

You will need to contact our North America Support Team for your region at the links below. So that we can help you, you will need to give us some information when you contact us:

What should I do when contacting ASUS Customer Service?

Before contacting ASUS technical support, ensure that You have the Product in front of you and please also be ready to provide the following:

• Your Product Model, Product Serial number, and the name of your Internet Service Provider (ISP).
• Proof that you purchased the product, with the date of the purchase shown and place where it was purchased.

This warranty does not apply if:

ASUS does not warrant uninterrupted or error-free operation of this Product. The warranty only covers technical hardware issues during the warranty period and in normal use conditions. It does not apply to software issues or customer induced damages or circumstances such as but not limited to:

(a) The Product has been tampered with, repaired and/or modified by nonauthorized personnel.

(b) The serial number of the Product, components or accessories has been altered, cancelled, or removed.

(c) The warranty seals have been broken or altered.

(d) Obsolescence.

(e) Damage (accidental or otherwise) to the Product that does not impact the Product’s operation and functions, such as without limitation to rust, change in color, texture or finish, wear and tear, and gradual deterioration.

(f)  Damage to the Product caused by war, terrorism, fire, accident, natural disaster, intentional or accidental misuse, abuse, neglect or improper maintenance, and use