India’s consumer protection regulator has escalated its investigation into Apple over an iOS 18 update that allegedly damaged iPhone screens, leaving owners to pay repair bills the regulator calls “exorbitant.” For an iPhone 15 with a damaged screen, that bill runs about ₹27,900 — more than a third of the phone’s retail price — according to documents reviewed by Reuters.
The Central Consumer Protection Authority (CCPA) told Apple on July 29 that it had escalated the matter for a “detailed investigation” by its investigation wing, a sign the regulator wasn’t satisfied with Apple’s earlier responses. If the CCPA finds against Apple, the company could face fines, be ordered to issue refunds, or be forced to change its business practices in India.
What the Complaints Describe
The complaints centre on green, pink, or white lines appearing on iPhone screens after the iOS 18 update rolled out in late 2024, along with reports of microphone malfunctions. Because Apple’s software licence agreements carry no warranty on software, affected users have had to pay out of pocket for repairs, even when they believe the update itself caused the fault.
“Charging consumers for issues arising from the company’s own negligence violates the principle of fair trade,” the CCPA told Apple, according to the notice reviewed by Reuters.
Apple’s Defence
Apple has been contesting the CCPA’s findings since receiving the July notice. In an August 20 reply to investigators, Apple argued that excluding software from warranty coverage is standard across the industry, comparable to practices at Sony and Samsung. Customers are informed of this before installing any update, the company said.
Apple also told investigators that iOS 18 underwent stringent testing before release, and that the CCPA’s case rests on just 75 complaints. The company noted that only about 11% of iPhones were still running iOS 18 by June 2026. That implies the update’s problems, if real, affected a shrinking slice of its India user base. Apple separately told Reuters it did not identify any issues or safety concerns with iOS 18 in India. It said it would work with authorities to clarify the customer response to the software.
Why This Matters Beyond One Update
India is now a significant market for Apple. iPhones held a 9% share of India’s smartphone market last year, up from 4% in 2022, according to Counterpoint Research. Apple has also been ramping up local iPhone manufacturing in the country. A regulatory finding against its no-warranty-on-software position could reshape what protection Indian buyers get after any future update, not just this one.
Kirti Mahapatra, a New Delhi consumer-law lawyer not involved in the case, told Reuters that Indian law lets the CCPA compel companies to give customers accurate warranty information. The regulator can also order changes to warranty terms themselves, she said, though she called that outcome unusual and without precedent.
The CCPA did not respond to Reuters’ queries for the story. If you own an iPhone that developed a screen or microphone issue after an iOS 18 update and paid for the repair, this investigation is the closest thing to an official acknowledgment that your complaint wasn’t isolated.
Source: Reuters
