The investigation was prompted by user complaints about the effects of the iOS 18 update.
India's consumer regulator has escalated an investigation into Apple's software warranty terms after complaints that the iOS 18 update caused display and microphone problems on iPhones, forcing some users to pay for repairs, documents reviewed by Reuters show.
The Central Consumer Protection Authority (CCPA) told Apple on July 29 that the case had been referred to its investigation wing for a "detailed investigation," raising the stakes for the company in one of its fastest-growing markets. The regulator said the case involved alleged violations of consumer rights.
Apple is privately contesting the accusations, saying in an August 20 response seen by Reuters that its policy of providing no warranty on software is consistent with global industry practice. The company also said it had found no systemic issues with iOS 18 in India.
The CCPA said it had received complaints that the late-2024 iOS 18 rollout caused green, pink or white lines to appear on some iPhone screens, along with other malfunctions. According to the regulator, affected consumers were then required to pay "exorbitant amounts" for repairs and display replacements despite the problems allegedly stemming from Apple's software update.
The estimated cost of servicing damage to an iPhone 15 display is 27,900 rupees ($291), according to the CCPA, or more than a third of the phone's retail price. The regulator told Apple that charging consumers for problems arising from the company's alleged negligence violated the principle of fair trade.
Apple said its software licence agreements clearly state that the software is provided "without warranty of any kind" and that users bear the cost of repairs if the software proves defective. The company's limited warranty, it said, covers hardware rather than software. Apple also argued that consumers were informed of the terms before installing iOS 18 and that similar provisions are used by major electronics companies, including Sony and Samsung.
The investigation could ultimately result in fines, but the regulator may also seek changes to Apple's business practices or require the company to provide refunds. Indian consumer law allows investigators to request documents and hold hearings before submitting a final report to the regulator, said Kirti Mahapatra, a New Delhi-based lawyer specialising in consumer law. She said the CCPA could require Apple to provide more accurate information about warranty conditions or alter the terms, although such an intervention would be unprecedented.
Source: ET Legal World
