Apple India has been directed by the Rohtak District Consumer Disputes Redressal Commission in Haryana to refund ₹45,500 to a customer over an iPhone 15 that allegedly developed repeated overheating, Bluetooth and network connectivity problems.
The order, dated August 7, 2026, followed a complaint by advocate Rajbir Phogat, who purchased the phone for ₹64,999 in January 2024 and said the problems began soon after the purchase.
The commission also ordered Apple to pay ₹5,000 for mental agony and harassment and another ₹5,000 towards litigation costs, with 9% annual interest on the refund from June 10, 2024 until payment.
Apple denied that the handset had a manufacturing defect and argued that unauthorised modifications had affected the device.
However, the commission said Apple and its authorised service centre had not provided sufficient technical evidence to prove the alleged tampering.
Customer Tried Multiple Fixes
Phogat said his iPhone 15 began experiencing overheating, Bluetooth failures and network-related issues shortly after purchase.
He initially approached an Apple-authorised service centre, where certain settings were changed and he was assured that the problems would be resolved.
When the issues continued, he contacted Apple customer support and updated the phone on April 29, 2024, after reportedly being told that the update would address network and call-drop problems. The difficulties allegedly persisted.
He was later advised to purchase additional iCloud storage and change his mobile network provider. Phogat purchased extra iCloud storage for ₹75 a month and switched from Jio to Airtel on May 29, 2024, but said the connectivity problems remained.
He eventually sought either replacement of the handset or a refund, along with compensation for the disruption caused.
Apple Cited Unauthorised Modifications, Commission Demanded Stronger Proof
Apple India rejected the allegation of a manufacturing defect and maintained that the phone showed signs of unauthorised modifications, including concerns involving the rear camera lens and back glass.
The company argued that such modifications were outside its warranty coverage and said the customer had declined further examination of the device. The authorised service centre also maintained that there was insufficient evidence that the reported defects existed from the date of purchase.
The commission, however, found the evidence inadequate to support Apple’s position. It examined the purchase invoice, screenshots of failed calls and service records documenting complaints about overheating, Bluetooth and network connectivity.
The bench comprising President Nagender Singh Kadian and members Tripti Pannu and Vijender Singh noted that Apple had not produced an affidavit from the technician who inspected the phone or an expert report establishing that it had been tampered with.
It observed that photographs submitted by Apple did not conclusively prove the alleged modification and held that an internal service-job-sheet remark alone was insufficient.
The commission concluded that refusing warranty service without reliable technical evidence amounted to a deficiency in service.
The Logical Indian’s Perspective
The case highlights an important principle of consumer rights: customers should not have to repeatedly navigate technical explanations and service-centre visits simply to have a genuine product complaint properly examined.
At the same time, companies need a fair opportunity to investigate whether a device has been damaged or modified outside warranty conditions.
The Rohtak commission’s decision underscores why such disputes should be resolved through transparent inspections, credible technical evidence and clear communication rather than assumptions on either side.
For consumers, it is also a reminder to preserve invoices, service records, screenshots and other documentation when a product repeatedly fails.
For manufacturers, accessible after-sales support is an essential part of building trust, particularly for high-value products. Do you think companies should be required to provide stronger technical evidence before denying warranty claims?
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