Apple India has been directed by the District Consumer Disputes Redressal Commission in Rohtak, Haryana, to refund Rs 45,500 to a customer who reported repeated issues with an iPhone 15. The device was allegedly affected by overheating, Bluetooth connectivity problems and persistent network issues.
The commission also ordered Apple India to pay Rs 5,000 as compensation for mental agony and harassment, along with Rs 5,000 towards litigation costs. The case involved Rajbir Phogat, an advocate who purchased the iPhone 15 for Rs 64,999 in January 2024.
iPhone 15 Overheating and Network Problems continued after service attempts
According to the commission order, Phogat reported problems with the iPhone from the beginning and approached an authorised Apple service centre. He was initially advised to change settings and later update the device after contacting Apple customer care, but the overheating, Bluetooth, and network problems continued.
The customer was also advised to purchase iCloud storage and switch mobile network providers. He purchased additional iCloud storage and switched from Jio to Airtel, but the network problems reportedly remained. He subsequently approached the consumer commission seeking a replacement or refund, along with compensation and litigation expenses.
Consumer Commission Rejects Apple India Tampering Claim
Apple India denied the presence of a manufacturing defect and argued that the iPhone had unauthorised modifications. Its service records noted issues with the rear camera lens and rear glass, along with other physical observations. Apple maintained that such modifications were outside warranty coverage.
The commission found that Apple and its authorised service centre had not provided sufficient technical evidence to establish that the device had been tampered with. It noted that there was no expert report or affidavit from the technician who inspected the phone, while the customer had submitted call failure screenshots and a service job sheet documenting the reported issues.
The commission held that an internal service remark alone was insufficient to establish a warranty violation. Since the reported defects arose during the warranty period and the phone was returned without the issues being rectified, it found deficiency in service and directed Apple India to refund Rs 45,500 after applying 30 percent depreciation.
The amount will carry 9% annual interest from June 10, 2024, until payment.
The order requires the customer to hand over the iPhone to Apple at the time of payment. Apple India has been given one month from receiving a copy of the order to comply.
