India’s consumer protection watchdog has opened a detailed investigation into Apple following allegations that the company’s iOS 18 update caused physical hardware failures on iPhone handsets across the country.
Key points
- India's consumer watchdog ordered a formal investigation into Apple on July 29, 2026.
- Complainants allege iOS 18 caused green, pink, or white display lines and microphone failures.
- Users reported paying out-of-pocket repair costs of up to INR 27,900 because Apple disclaims software in warranties.
- Apple denied systemic defects, noting the inquiry is based on only 75 complaints out of millions of devices.
- The regulator could penalize Apple, order consumer reimbursements, or mandate changes to software warranty terms.
The Central Consumer Protection Authority (CCPA) formally transferred the inquiry to its director general of investigation on July 29, 2026. The probe examines whether post-update hardware failures constitute a violation of consumer rights, potentially forcing Apple to revise its warranty policies and compensate affected device owners.
Scope of the CCPA Investigation
The regulatory inquiry originated from consumer complaints following the rollout of iOS 18 in late 2024. Users initially documented performance issues such as sluggish interfaces, system freezing, unresponsive touchscreens, and camera crashes. The CCPA initially questioned the company regarding those issues in January 2025 before escalating the matter to a formal probe.
According to internal regulatory documents, the complaints now focus on severe physical component failures. Affected iPhone owners reported the sudden appearance of permanent vertical lines across their displays—typically colored green, pink, or white—shortly after installing the update. Other complainants registered sudden microphone malfunctions that prevented normal audio capture during phone calls and voice recordings.
In its notice to the manufacturer, the CCPA stated that the matter “involves alleged violations of consumer rights” and directly impacts “consumers as a class.”
Repair Costs and Warranty Disputes
A central element of the probe involves Apple’s refusal to cover repair expenses linked to software update issues under its standard manufacturer warranty. Because the company’s warranty terms disclaim software, service centers classified the hardware defects as out-of-warranty repairs.
Several consumers reported being billed substantial fees to restore functionality to their devices. Out-of-pocket repair bills reached up to INR 27,900 (approximately $290), notably for display replacements on iPhone 15 units. Customers filed grievances arguing that they should not bear financial responsibility for hardware breakdowns that appeared immediately after installing manufacturer-provided software.
The regulator is now reviewing whether disclaiming software liability remains legal when an operating system update directly precipitates hardware failure on an Apple smartphone.
Apple Rejects Claims of Software Defects
Apple formally responded to the regulator in a submission dated August 20, 2026, rejecting claims that the operating system update contains structural defects. The company stated that it did not “identify any issues or safety concerns with iOS 18 in India” and emphasized that the operating system underwent extensive quality assurance testing prior to public release.
The company also argued that the CCPA’s inquiry relies on an isolated sample size. Apple noted that the investigation centers on 75 specific complaints, which represents a negligible fraction of the millions of active iPhones in the country. Additionally, Apple stated that by June 2026, only around 11 percent of active iPhones remained on iOS 18, as users transitioned to subsequent releases.
Defending its warranty structure, Apple informed the authority that requiring software defects to be treated under standard hardware warranties “would effectively convert any software provider into an insurer against all technological risk.”
Regulatory Precedent and Potential Penalties
Regulatory scrutiny over smartphone update stability is not unprecedented. In 2018, Italy’s antitrust authority fined Apple 10 million euros after determining that certain iOS updates degraded older iPhone performance without clear consumer disclosures. Regulators in multiple jurisdictions have since intensified scrutiny regarding how software modifications affect physical device longevity.
The CCPA investigation adds regulatory friction for Apple in India, where the company is expanding domestic manufacturing lines and retail operations while navigating ongoing antitrust inquiries into its App Store billing practices.
The investigative wing of the CCPA continues to review technical submissions and consumer records. If the watchdog determines that the software update caused preventable hardware damage, it holds the statutory power to impose financial penalties, mandate direct refunds to affected consumers, or order changes to how tech companies structure software warranty terms in the Indian market.
