India's consumer regulator is scrutinizing Apple's software warranty terms following the iOS 18 update, which is alleged to have compromised iPhone functionality, forcing users to pay 'excessive' amounts for repairs, according to documents.
This dispute represents the latest challenge for Apple in a growing market where the company is aggressively expanding iPhone production and increasing its market share while defending itself against accusations of violating the country's antitrust laws.
Apple is privately contesting the regulator's allegations. In a letter published by Reuters in August, the company stated that the lack of software warranty aligns with global industry standards and that iOS 18 did not have systemic issues.
If found liable, Apple could face fines, but more significantly, it might be ordered to issue refunds or change its business practices.
Order for 'Detailed Investigation'
Smartphone companies frequently encounter complaints after releasing software updates. In 2018, Italy sanctioned Apple for failing to warn consumers about the potential negative impact of the iOS 10 update on the performance of older iPhones and for not providing support to phones outside the warranty period.
Last year, the Central Consumer Protection Authority of India (CCPA) notified Apple of receiving a large volume of complaints. These complaints concerned the release of iOS 18 in late 2024, which led to display and microphone malfunctions among other issues, compelling customers to pay for related repairs because the software was not covered by a warranty.
On July 29 of this year, the regulator informed Apple that it had 'escalated' the matter for a 'detailed investigation' by its investigative wing, as shown in one document. This raises the stakes for the company, signaling that New Delhi is unsatisfied with Apple's responses.
The regulator stated in its notification to Apple, seen by Reuters: 'The matter relates to alleged consumer rights violations.' Apple responded, emphasizing that it found no issues or concerns regarding the safety of iOS 18 in India and is ready to cooperate with authorities to clarify customer reactions to the software.
Kirti Mahapatra, a New Delhi-based lawyer specializing in consumer law, noted that Indian law allows investigators to request documents and hold hearings before submitting a final report to the regulator. She added that if contractual terms or warranty provisions are part of alleged unfair practices, the CCPA can require the company to ensure accurate information is provided to customers and also request changes to such terms, although this would be an unprecedented step.
The Indian consumer protection regulator has not responded to requests.
Warranty Terms Under Scrutiny
Apple asserts that its iOS 18 underwent rigorous testing, and the CCPA case is based on only 75 complaints, adding that as of June 2026, only about 11% of iPhones were still running iOS 18. However, the CCPA accuses Apple of violating the rights of 'consumers in general.'
According to its software license agreements, Apple states that they 'offer no warranty,' and users must bear the full cost of repair if the software proves defective. The limited global warranty covers only hardware.
In response to the investigation, Apple reported in August that the clause regarding the absence of a warranty is not unusual, as consumers were informed of this before installation, and it aligns with the practices of many major electronics manufacturers like Sony and Samsung. The company stated: 'Requiring any issue to be treated as a breach of absolute warranty would effectively turn any software provider into an insurer against all technological risks.'
India is a key market for Apple: according to Counterpoint Research, the share of iPhones in the country was 9% last year, up from 4% in 2022. Apple's response followed the regulator's notification on July 29 regarding the need to 'officially notify' the company of the escalation.
The investigation covers complaints about the appearance of green, pink, or white lines on users' screens after iOS 18 updates. Furthermore, the regulator claims that consumers were forced to pay 'excessive sums' for screen repairs and replacements, 'despite the problems arising from the company's software update.' The estimated cost of servicing an iPhone 15 screen damage is 27,900 rupees (291 US dollars), which exceeds more than a third of the retail price.
The CCPA told Apple: 'Charging consumers for expenses caused by the company itself violates the principle of fair trade.'
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