Dylan Schiemann

In 2009 or 2010, I purchased a 3G internet stick from T-Mobile, which connects via your USB port to a laptop computer to get internet access over the cellular data network. In late 2010, I upgraded my Mac OS version from Leopard to Snow Leopard, and the device stopped functioning.

In April 2011, I went to the T-Mobile store and was sold a replacement stick that would work with Snow Leopard, and was assured it would work with OS X Lion. I agreed to a new contract and received an updated device.

In late 2011, I upgraded to Lion, and my internet stick failed to connect to the internet. I searched for months online looking for a workaround, none of which were successful. After many months of patience and frustration and paying $60/month to not get the service I expected, I contacted T-Mobile and requested a cancelation. I was told that the $250 early cancelation fee could not be waived, even though the device I was provided was likely to never work on OS X Lion or Mountain Lion. I was told to write a letter to T-Mobile’s customer care department (yes, a mobile phone company asked me to write a letter, the irony of which I’ll leave to you).

I wrote a letter requesting that my account be credited for the many months of unused service, since T-Mobile had no intention of living up to its end of the agreement (you know, selling a device that actually works when users logically upgrade their operating system). T-Mobile responded by misspelling my name, and saying no, and telling me I could transfer my account to someone else if I wanted. As if I would force a friend to take over this service.

I wrote another letter, suggesting that they could either cancel my account and refund me for the unusable time, or they could send me a new Mi-Fi device at no additional cost, and I would then continue paying until the end of the agreement.

Their response basically said, no, we didn’t read your email, we won’t waive the cancelation fee, and here’s an updated amount that you must pay us. Their letter shows a complete lack of even understanding the problem.

So, I’ve now paid >$700 for internet service that does not work, T-Mobile has no intention of making the device they sold in 2011 work with software released in 2011 or 2012, and they believe they are not responsible for anything, and that I am in breach of my agreement.

I see it otherwise, but I’ve had zero success getting anywhere with T-Mobile’s Customer “Care” department. Am I wrong to expect T-Mobile to make their device work with the recent versions of Mac OS X? I cannot imagine they would not provide updated software for Windows 8 for example. Or if I’m in the right, what should I do, as it’s not like this is a large enough expense to file a lawsuit?