India’s consumer regulator has stepped up its investigation into Apple’s software warranty terms after complaints that the iOS 18 update caused problems for some iPhone users and left them facing expensive repair bills.
The Central Consumer Protection Authority, or CCPA, has moved the matter to its investigation wing for a detailed examination. The development puts Apple under greater regulatory scrutiny in one of its fastest growing markets.
The dispute centres on complaints from iPhone owners who reported problems including green, pink and white lines appearing on their displays after installing iOS 18. Other reported issues included problems with microphones and screen functionality.
Apple has rejected the suggestion that iOS 18 had a systemic problem in India. The company says it found no issues or safety concerns with the software and has told the regulator it will cooperate with the investigation.
Why Apple is under scrutiny
The investigation began after the CCPA received complaints from consumers following the release of iOS 18 in late 2024. According to documents reviewed by Reuters, the regulator said users were being required to pay substantial amounts for repairs even though the reported problems allegedly followed a software update.
The CCPA notified Apple on July 29 that the issue had been escalated for a detailed investigation. The move suggests that the regulator was not satisfied with the company’s earlier responses.
The central question is not simply whether some iPhones developed faults after updating. Regulators are also examining Apple’s position that software is supplied without a warranty and that customers are responsible for repair costs when problems occur.
Apple’s software licence agreements generally state that the software is provided without a warranty of any kind. Its limited warranty, meanwhile, primarily covers the hardware.
That distinction has become particularly important in this case. If a software update is alleged to contribute to a hardware or functionality problem, consumers could potentially find themselves caught between the software licence and the hardware warranty.
Apple defends its warranty position
Apple has argued that its approach is consistent with established industry practice.
In an August response to investigators, the company said customers were informed about the absence of a software warranty before installing the update. Apple also pointed to similar approaches used across the electronics industry, including by major companies such as Sony and Samsung.
The company warned that treating every software issue as a breach of an absolute warranty could effectively make software providers responsible for every technological problem associated with their products.
Apple has also questioned the scale of the complaints. The company said the CCPA’s case was based on 75 complaints and noted that only around 11% of iPhones were still running iOS 18 by June 2026.
The regulator, however, is treating the matter as an issue involving consumer rights more broadly. Its notice refers to alleged violations affecting consumers as a class rather than limiting the issue to the individual customers who submitted complaints.
That distinction could make the investigation more significant for Apple.
Could Apple be forced to change its terms?
The investigation is still underway, so there has been no final finding against Apple.
Indian consumer law gives investigators powers to request documents and conduct hearings before preparing a report for the regulator. Depending on the findings, the case could result in financial penalties or requirements for Apple to change certain business practices.
Consumer law specialist Kirti Mahapatra told Reuters that the regulator can seek changes to contractual terms or warranty conditions where they form part of an alleged unfair practice. She noted that requiring changes to such terms would be an unusual development.
The outcome could therefore matter beyond the specific iOS 18 complaints.
Software updates have become an increasingly important part of the smartphone ownership experience. Manufacturers routinely use updates to add features, improve security and address bugs. At the same time, updates can sometimes affect older hardware or interact with existing components in unexpected ways.
The Indian case raises a broader question about where responsibility should sit when consumers believe a software update has contributed to a costly hardware problem.
A growing market with growing scrutiny
The investigation comes as Apple continues to expand its presence in India.
Apple’s iPhone accounted for around 9% of India’s smartphone market last year, according to Counterpoint Research, compared with about 4% in 2022. The company is also increasing iPhone manufacturing in the country, making India an increasingly important part of Apple’s global operations.
That growth has brought greater attention from Indian regulators. Apple is already facing separate scrutiny over allegations concerning competition and its business practices in the country.
For consumers, however, the immediate issue is much simpler. An iPhone that develops a display fault after a software update can lead to a potentially expensive repair. Apple has said the estimated cost of servicing damage to an iPhone 15 screen is around 27,900 rupees, equivalent to roughly $291 at the exchange rate cited in the report.
The CCPA has argued that charging consumers for problems it believes resulted from Apple’s own actions could conflict with fair trade principles.
Apple disputes that position and maintains that iOS 18 did not have a systemic issue in India.
The investigation will now determine whether the complaints amount to violations of consumer law and whether Apple’s existing software warranty terms provide sufficient protection to customers. Until the regulator reaches a final conclusion, neither the alleged software connection nor any potential requirement for Apple to change its warranty practices has been established.
For Apple, the case is significant because it tests how its global software warranty model fits within India’s consumer protection framework. For iPhone owners, it could help clarify who should bear the cost when a software update is followed by an expensive device problem.
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