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Resource ID: #26638
Subject: Consumer Affairs
Source: Consumer Reports
Affiliation: 
Date: January 17, 2014

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Description

This investigation, performed under extremely tight time constraints and in the face of intense competition, delivered previously unreported consumer news about a longstanding problem that had cost customers of the world's biggest brand, Google, millions of dollars. The published report, which presented a technical problem in a dramatic and understandable way, had significant impact: It prompted Google to fix the problem within a matter of weeks; the report itself was sent by Google's biggest competitor, Apple, to the chairman of the Federal Trade Commission; the report was cited extensively as evidence in a class action suit against Google in Federal Court; and it helped lead to a settlement between Google and the Federal Trade Commission in which Google agreed to reimburse aggrieved consumers at least $19 million.

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