India’s consumer regulator has escalated its investigation into Apple after complaints that the iOS 18 update caused screen and microphone problems, with users allegedly forced to pay hefty repair bills.
India’s consumer regulator has escalated its investigation into Apple’s software warranty terms following complaints that the company’s iOS 18 update caused problems with iPhone screens and other functions, documents reviewed by Reuters show.
The Central Consumer Protection Authority (CCPA) has moved the matter to its investigation wing for a “detailed investigation”, raising the stakes for Apple as it expands rapidly in one of its key growth markets.
The regulator is examining whether Apple’s software warranty terms violate consumer rights. Complaints allege that the iOS 18 rollout, which began in late 2024, led to issues including green, pink or white lines appearing on iPhone displays, as well as microphone malfunctions.
According to the regulator, affected customers were subsequently required to pay what it described as “exorbitant amounts” for repairs and display replacements, despite the alleged problems being linked to the software update. The estimated cost of servicing damage to an iPhone 15 screen is 27,900 rupees ($291), more than a third of the phone’s retail price.
Apple rejects allegations
Apple is contesting the regulator’s accusations. In an August response seen by Reuters, the company said its policy of providing no warranty for software is consistent with global industry standards and argued that iOS 18 had no systemic issues.
More from BusinessApple said it had not identified any issues or safety concerns with iOS 18 in India and would cooperate with authorities to clarify its response to customers.
The company also argued that its software licence agreements clearly state that the software is provided “without warranty of any kind”, leaving users responsible for repair costs if software proves defective. Apple’s limited warranty, it said, covers hardware globally.
In its August 20 response to investigators, Apple said the no-warranty provision was not unusual because consumers were informed of the terms before installing the software. It also said similar practices are followed by other electronics companies, including Sony and Samsung.
Apple warned that treating every software issue as a breach of an absolute warranty could effectively turn software companies into insurers against technological risks.
Investigation’s wider implications
The CCPA has accused Apple of potentially violating the rights of “consumers as a class”. If the company is found guilty, it could face fines and potentially be required to issue refunds or change its business practices.
Consumer law specialist Kirti Mahapatra said investigators can seek documents and hold hearings before submitting a final report to the regulator. If warranty conditions are found to form part of an alleged unfair practice, the CCPA can seek changes to the terms, she said.
Such an intervention could have broader implications for technology companies operating in India, particularly if regulators seek changes to standard software warranty provisions.
Apple faces the investigation at a time when its position in India is strengthening. The company’s iPhones accounted for about 9 per cent of the Indian smartphone market last year, up from 4 per cent in 2022, according to Counterpoint Research.
The dispute therefore adds another regulatory challenge for Apple in a market that has become increasingly important to its global manufacturing and sales strategy.
