At the time it seemed like a very appropriate little gadget to have - allowing you to have internet everywhere. If only it was that simple.
From the start, the device seemed to struggle to maintain a connection to the 3G, and even the fallback 2G network. The most frustrating thing about this Vodem was that once it disconnected from the network, it wouldn't connect again. It required a system restart just to get the thing to reconnect. I'm sure you can imagine this becoming quickly tedious given the poor connection time track record.
Shortly after that it stopped being able to connect all together.
During all this time, I was talking to Vodafone. I took the device in to the store I bought it from (the queen street, Auckland CBD branch) and was stunned when they told me it was fine, despite me not being able to get it working on, at that time, 7 or 8 PCs. They couldn't even get it working in front of me in the store.
This wasn't enough proof for them however, as I was told "It's not our problem". There were a number of heated conversations in that store, all got met with the same complete disregard for my problems.
Instead of taking it to the Vodafone customer service team, what I should have done is just hit a wok for a few hours each time I felt the urge to try to resolve the situation. It would have been more productive.
The incompetence was, well quite something. Over the next few months I paid them, called them, found they'd lost all track of any calls I'd made in the past, and mysteriously never received any of my help desk emails or physical letters I sent through to them.
Not only that, but after being told everything was fine, I wouldn't have to pay the outstanding months on my account (I refused payment of the $50 a month contract due to not having a working product) or a disconnection fee for the cancellation of my contract.
I received an invoice however, asking for all that money. Once again they lost all record of my conversation, and the person I had spoken to apparently did not work there...
In the end I gave up and paid my way out. After over a year I realised I wasn't going to win.
The most disturbing part about this whole thing is, I know quite a few people that have had faulty Vodafone Vodems, and I know no one that has had one that has worked. I even got quite a few comments on my blog article about it from people having the same problem. I most definitely will not be doing any business with Vodafone ever again.
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Comments
Nick - Jul 2, 2010
I've had exactly the same thing happen to me! There customer service is disgusting!
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Stewart C - Dec 18, 2009
I know this may not be much help to you now Mr McFall however there are some updated firmwares available for the Vodem (I dont know when they were released).
I had the "no network name found" issue with my Vodem, after upgrading the firmware (which files can be found at http://mobilenetworks.co.nz) I noticed that the installer has completely changed and it "appears" to be more reliable.
But yeah, I'm technically adept, however the Vodem was one of the most difficult things i have had to deal with for quite some time! I hope this information can help others stuck with the thing.