Mint Explainer | How a software update became a consumer rights issue

Mumbai, Sept. 20 -- A software update is meant to improve a phone's performance. But what happens when an update causes a hardware failure-and the consumer is left to foot the repair bill? That question is at the heart of the Central Consumer Protection Authority's (CCPA) probe into Apple's software warranty terms following complaints linked to the iOS 18 update.

The CCPA first issued Apple a notice in 2025, after receiving complaints that the iOS 18 update caused problems such as display and microphone malfunctions, with some consumers subsequently being charged for repairs. The regulator asked the iPhone maker for details and what it had done to resolve them.

Now, nearly a year later, the CCPA has escalated the matter to its Investigation Wing, alleging violations of consumer rights. Mint explains:

iOS 18 began rolling out in late 2024, after which some users reported issues including green, pink or white lines on displays, microphone and call failures, frozen screens, battery drain, and touchscreen and camera problems. Some consumers have also said they were asked to pay for repairs even though the problems emerged after the software update.

Replacing an iPhone 15 screen costs about Rs.27,900, according to a Reuters report. The regulator is examining whether it is fair to make consumers bear such costs when the alleged trigger was Apple's own software, and whether the company's terms and repair practices amount to an unfair trade practice.

Apple is contesting the regulator's allegations, saying the CCPA's case was based on 70 complaints and denying that iOS 18 has a systemic problem in India. In its 20 August response, it said the software had undergone stringent testing and that it had found no systemic issues or safety concerns. It also noted that only about 11% of iPhones were still running iOS 18 as of June 2026.

Apple has defended its software warranty terms, noting that its licence agreements state that the software is provided without any warranty. The company said it would work with the regulator to provide clarity on how it had responded to customers who reported problems.

Apple's standard warranty covers defects in materials and workmanship in the device's hardware, but does not generally cover damage caused by software, including software updates or upgrades. That creates a grey area in cases where a software update is alleged to trigger a hardware problem.

Consumers could find themselves paying for repairs if Apple determines that the fault falls outside warranty coverage, even if the problem appeared only after an update. The CCPA probe is likely to examine whether such warranty exclusions are fair when the software involved is supplied by the device maker itself.

Yes, a warranty is a contractual arrangement between the company and the consumer, but its terms do not automatically insulate a company from obligations under India's consumer protection laws. The Consumer Protection Act, 2019, allows authorities to examine practices that may amount to unfair trade practices or mislead consumers, and gives the CCPA powers to investigate such practices and direct corrective action.

A warranty may specify what kinds of defects or repairs Apple will cover, but the CCPA can separately examine whether consumers were unfairly made to bear costs because of an issue linked to the company's software or whether information provided to consumers about the problem was inadequate or misleading.

Apple is not alone in drawing a line between hardware warranties and software. Google's India warranty explicitly covers hardware and excludes software elements, while OnePlus says its limited warranty does not cover, or only partially covers, software and excludes certain software-related problems.

Samsung's terms also say the company does not take responsibility for the quality of software used by consumers. Xiaomi, Vivo and Realme similarly frame their warranties around manufacturing defects and functional failures, with various exclusions. The case could have implications beyond Apple if the regulator finds the company accountable. Published by HT Digital Content Services with permission from MINT. For any query with respect to this article or any other content requirement, please contact Editor at contentservices@htdigital.in