Google Faces Lawsuit Over 3G Performace

Google is facing a class action lawsuit concerning the 3G performance of its Nexus One handset.

The principal claimant, Nathan Nabors, alleged in the court filing that Google failed to warn buyers that the T-Mobile 3G network had not been designed to provide consistent connectivity for the Nexus One.

Customers achieved 3G connectivity for only a fraction of the time, or received no 3G connectivity for significant periods of time, according to the allegations.

"Google either knew, should have known, or was obliged to understand, that the Google phone could not consistently perform at a 3G level contrary to Google's representations," the filing reads.

"Moreover, Google did not provide adequate customer service to assist customers in helping them resolve issues. The customer was provided with only an email address to contact Google directly, [and] then had to wait several days for a response."

The lawsuit is not a surprise, according to Nick McQuire, EMEA research director for enterprise mobility at analyst firm IDC.

"Google is not the first to encounter some of these issues in the US, where network coverage and quality of service is a huge issue for consumers," he said.

"It highlights the competitive pressures manufacturers are under, and is often reflective in very misleading advertising."

The Nexus One experienced mixed fortunes after its release at the start of the year. Hundreds of users took to Google's forums days after the launch, complaining that they had no 3G connectivity.

Google issued an over-the-air update which it claimed fixed the connectivity issues, and set up a dedicated helpline to appease aggravated customers.

Amid dwindling sales, Google announced in late July that it would no longer sell the handset after current supplies ran out. Ironically, the online store quickly sold out as developers were keen to get their hands on unlocked versions of the handset.

Analysts felt that the Nexus One performed a crucial role in injecting momentum into the Android platform, and the smartphone was the first to receive the Android 2.2 update.

Arch rival Apple has of course been no stranger to controversy surrounding the performance of its flagship iPhone 4 handset. It was forced to offer users the choice of a full refund or a free 'bumper' as a solution to the handset's much documented antenna problems.

Read more:

The V3 App store has games, downloads and more. Visit the store now.

print this article

Return to marketing news headlines
View Marketing News Archive

Share with: