New Delhi: Apple is facing a fresh regulatory challenge in India after the country’s consumer watchdog stepped up scrutiny of complaints surrounding the iOS 18 update and the company’s software warranty terms.
The Central Consumer Protection Authority (CCPA) has reportedly sent the case to its investigation arm for a detailed review. The development follows complaints from iPhone owners who claimed that certain devices developed display and microphone problems after receiving the iOS 18 update.
The investigation could have wider implications for how technology companies handle software-related defects and warranty claims in India.
Why is Apple being investigated?
The controversy centres on complaints associated with Apple’s iOS 18 rollout, which started in 2024.
Some affected iPhone users have reportedly reported green, pink and white lines on their screens, while others have complained about microphone-related problems.
The complaints also allege that customers were asked to pay considerable amounts for repairs, including display replacements, even when they believed the issues began after installing the software update.
A display replacement for an iPhone 15 has been cited at around ₹27,900, making the repair cost a significant expense for consumers.
The CCPA is now examining whether Apple’s approach to software warranties and repair requests complies with India’s consumer protection framework.
Apple says iOS 18 has no systemic defect
Apple has disputed the allegations.
In its response to the authorities, the company reportedly said that it had not found a systemic problem or safety issue involving iOS 18 in India.
The company has also defended its software licensing conditions, pointing out that users are informed before installing the operating system that the software is provided without a traditional warranty.
Apple maintains that its limited warranty covers hardware and applies globally under the company’s existing terms.
The company has nevertheless said it will cooperate with the Indian authorities and provide information needed to address the regulator’s concerns.
Apple defends its software warranty terms
Apple’s position is that excluding software from a traditional warranty is not unusual in the technology industry.
The company has reportedly referred to other electronics manufacturers, including Sony and Samsung, to support its argument that similar approaches are used across the industry.
Apple has further argued that making software providers financially responsible for every problem that occurs following an update could substantially increase their liability.
The company believes this could effectively turn software developers into insurers against a wide range of technological risks.
CCPA could order changes if violations are established
The current investigation does not mean Apple has been found guilty of violating consumer law.
Investigators will examine the complaints, Apple’s policies and other relevant evidence before reaching a conclusion.
If the CCPA ultimately determines that Apple’s practices constitute an unfair trade practice or violate consumer rights, the company could face penalties and directions to change certain practices. Depending on the findings, consumer compensation or refunds could also become part of the regulatory action.
Experts say the investigation process may involve collecting documents, examining evidence and conducting hearings before a final report is submitted.
A closely watched case for India’s tech industry
The Apple case comes at a time when the company is rapidly increasing its footprint in India.
Apple has expanded both its sales presence and manufacturing operations in the country, making India an increasingly important part of its global strategy.
Industry data cited in reports shows Apple’s share of India’s smartphone market has grown considerably in recent years, reaching roughly 9% compared with about 4% in 2022.
The outcome of the CCPA investigation could therefore be watched closely by other technology companies operating in India.
Beyond Apple, the case raises a broader consumer question: who should bear the cost when a software update is alleged to trigger a hardware-related problem?
The CCPA’s investigation is expected to shed more light on the issue before any final regulatory action is taken.
