Consumer Commission Rules Against Apple India Over Defective iPhone 12
The District Consumer Disputes Redressal Commission in Chandigarh has ordered Apple India Pvt Ltd to either replace a defective iPhone 12 with a brand-new unit of the same model or refund the full purchase price to the complainant, Rohit Kumar, a city resident. The ruling also includes a compensation of Rs 10,000 for harassment and litigation expenses.
Kumar had purchased the iPhone 12 through an exchange offer from Shreyash Retail Pvt Ltd, trading in his old iPhone 7. Under the scheme, he received a debit note of Rs 9,550 for the old device and was charged Rs 100 for pickup freight, ultimately paying Rs 40,449 for the new phone.
Earphone Malfunction Leads to Complaint
Shortly after the purchase, Kumar discovered that earphones were not functioning on the new iPhone, even though the same earphones worked properly on other devices. He reported the issue to Apple customer care and visited authorized service centres multiple times, but the problem persisted. Service centre staff tested several earphones on the device, all of which failed to work.
Kumar alleged deficiency in service and unfair trade practice against Apple India and Shreyash Retail Pvt Ltd, seeking a replacement or full refund along with compensation.
Defense Arguments
Shreyash Retail Pvt Ltd, the reseller, stated in its reply that it was merely a distributor and had no responsibility once the product was delivered in good condition, as it was neither the manufacturer nor an authorized service centre.
Apple India denied the allegations, claiming that the damage to the phone was externally induced due to accident, misuse, or abuse, and therefore fell outside the warranty coverage.
Commission's Findings and Order
After hearing both parties, the Commission observed that Apple failed to provide any convincing evidence to prove that the alleged defect resulted from misuse, accident, or physical damage caused by the complainant. According to the Commission, the company could not establish that the earphone malfunction was due to external factors.
The Commission directed Apple India to either replace the defective iPhone 12 with a new handset of the same model or refund the invoice price of Rs 40,449 along with six per cent annual interest from the date of purchase until the payment is realized. Additionally, Apple must pay Rs 10,000 as compensation for the harassment and legal costs incurred by the complainant.
