Apple is facing a detailed investigation by India’s consumer regulator over allegations that its iOS 18 software update caused problems with iPhone functionality, leaving some customers with expensive repair bills.
The Central Consumer Protection Authority (CCPA) is examining Apple’s software warranty terms as part of the investigation. The regulator has received complaints alleging that the iOS 18 update, which began rolling out in late 2024, was followed by issues including screen display and microphone malfunctions.
The case could create another challenge for Apple in one of its fastest-growing markets. If the company is found to have violated consumer protection laws, it could face financial penalties and potentially be required to refund customers or alter its business practices.
Credits: Deccan Chronicle
CCPA orders detailed investigation into Apple
The consumer regulator escalated the matter to its investigation wing on July 29, ordering a “detailed investigation” into the complaints. The move raises the stakes for Apple because it indicates that the regulator was not satisfied with the company’s earlier responses.
The CCPA has alleged that the case involves potential violations of consumer rights. It is examining complaints that some iPhones developed green, pink or white lines on their displays following upgrades to iOS 18.
According to the regulator, affected customers subsequently had to pay significant amounts to repair or replace their screens despite the problems allegedly emerging after the software update.
The investigation will allow authorities to seek documents and conduct hearings before preparing a final report. Depending on the findings, the regulator could take further action against the company.
Apple defends its software warranty policy
Apple is contesting the allegations and has argued that its software warranty terms are consistent with global industry practices.
In its response to investigators, the company said its software is provided without a warranty and that the terms are disclosed to consumers before installation. Apple also maintained that iOS 18 did not have any systemic issues in India.
The company pointed to similar practices followed by other major electronics manufacturers, including Sony and Samsung.
Apple has also questioned the basis of the investigation, saying the CCPA case was based on 75 complaints. The company noted that only around 11% of iPhones were still running iOS 18 by June 2026.
Apple said it had conducted stringent testing of iOS 18 and had not identified any issues or safety concerns associated with the software update in India.
The company argued that treating every software issue as a breach of an absolute warranty could effectively make software providers responsible for every technological risk.
iPhone repairs put warranty rules in spotlight
At the centre of the dispute is Apple’s software licensing agreement, which states that the software is provided “without warranty of any kind.” Under the company’s limited warranty, hardware is covered, while customers may have to bear repair costs if problems are attributed to software.
The CCPA, however, has questioned whether such terms can protect a company from consumer claims when an alleged software issue results in hardware-related damage or expensive repairs.
The regulator has specifically pointed to complaints involving display problems after iOS 18 updates. It has accused Apple of charging consumers “exorbitant amounts” for repairs despite the alleged connection to the software upgrade.
For example, servicing damage to an iPhone 15 display can cost around ₹27,900, which is more than one-third of the phone’s retail price.
A consumer-law expert noted that authorities can ask companies to provide accurate information about warranty conditions and, potentially, seek changes to such terms if they are found to constitute an unfair practice.
Credits: Reuters
India becomes an increasingly important market
The investigation comes at a crucial time for Apple in India. The company has been rapidly expanding its manufacturing operations in the country while gaining market share among Indian smartphone buyers.
Apple’s iPhone market share in India reached 9% last year, up from 4% in 2022, according to Counterpoint Research.
That growth makes the outcome of the consumer investigation particularly significant. While Apple maintains that iOS 18 does not have systemic problems and that its warranty terms follow industry norms, Indian regulators are examining whether those terms adequately protect consumers when software updates allegedly lead to costly consequences.
The case could ultimately have implications beyond the iOS 18 complaints if the regulator decides that software warranty disclosures or repair practices need to change.
