India's consumer regulator has escalated its investigation into Apple's software warranty terms, tied to complaints that the iOS 18 update damaged iPhone displays and microphones. Apple is contesting the case, arguing its no-warranty policy on software matches industry standards and that iOS 18 had no systemic issues.
Regulator escalates the case
India's Central Consumer Protection Authority (CCPA) has moved Apple's iOS 18 case to its investigation wing for a detailed investigation, according to a July 29 notice reviewed by Reuters. The regulator first flagged the matter last year, after receiving a large number of complaints tied to the iOS 18 rollout in late 2024.
Those complaints describe screen display and microphone malfunctions, among other issues, that left customers paying for repairs because Apple provides no warranty on software. According to Reuters: "The case involves alleged violations of consumer rights," the regulator said in its notice to Apple.
Apple pushes back on warranty terms
The company is privately contesting the accusations. In an August letter reviewed by Reuters, it said providing no warranty on software follows global industry standards and that iOS 18 had no systemic issues. Apple's software licence agreements state they carry no warranty, placing the cost of software-related repairs on users; the company's limited hardware warranty does not cover software.
Apple also told investigators that its case rested on just 75 complaints, and that only about 11% of iPhones still ran iOS 18 by June 2026. The CCPA, however, accuses Apple of violating the rights of consumers as a class.
What is at stake for Apple in India
The investigation covers complaints of green, pink or white lines appearing on screens after iOS 18 upgrades, with consumers then paying exorbitant amounts for repairs and screen replacements. Reuters reports the estimated cost to fix an iPhone 15 screen at 27,900 rupees, or about $291 — more than about a third of the phone's retail price.
If found guilty, Apple could face fines and, more significantly, may be forced to issue refunds or change its business practices. A New Delhi-based consumer lawyer, Kirti Mahapatra, said the CCPA can require companies to give customers accurate information about contractual or warranty terms, and can seek changes to those terms, though she called that outcome unprecedented.
The case adds to Apple's challenges in a market where it has been expanding iPhone manufacturing and growing market share, with its share of Indian smartphone sales rising to 9% last year from 4% in 2022, according to Counterpoint Research.
Source: Reuters
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