Watchdog investigates claims that software update caused display and microphone failures, forcing owners into paying exorbitant repair fees.
India’s consumer rights regulator has launched a formal investigation into Apple’s software warranty terms, following allegations that its iOS 18 update rendered handsets defective and left owners facing heavy repair costs.
The escalation by the Central Consumer Protection Authority (CCPA) presents a fresh challenge for the tech giant in a vital growth market where it is expanding local manufacturing, increasing market share, and simultaneously resisting antitrust scrutiny. If found to have violated consumer protection laws, Apple could face financial penalties, be forced to issue refunds, or be compelled to overhaul its contractual terms.
The dispute stems from the late-2024 rollout of iOS 18, which the CCPA says triggered widespread complaints regarding screen display and microphone failures. Because Apple’s standard global agreement explicitly excludes software from its limited warranty, affected consumers were required to pay out of pocket for repairs.
In a letter sent to Apple in July, the regulator confirmed the matter had been referred to its enforcement division for a thorough investigation, signalling that official responses provided by the firm thus far had failed to satisfy authorities.
Apple has privately and publicly contested the allegations. In internal correspondence and statements, the company maintained that iOS 18 underwent rigorous testing without systemic defects, noting that the CCPA’s case rests on just 75 complaints. Apple added that its software warranty exclusions align fully with global tech industry standards and confirmed it will cooperate with Indian authorities to clarify the matter.
Indian consumer law grants investigators powers to demand internal documentation and hold formal hearings. Legal experts note that while the CCPA frequently requires companies to clarify customer terms, forcing a global tech firm to amend its core software warranty conditions would mark an unprecedented regulatory precedent in India.
