A Mumbai consumer court has ordered tech giant Apple India and retail chain Croma to refund Rs 65,264, the cost of an iPhone 11, to the family of a deceased customer after the companies failed to fix a microphone issue in the device. The court ruled that both the manufacturer and the seller were equally responsible for the defective product and for providing poor service.
The District Consumer Disputes Redressal Commission (Mumbai Suburban) said Apple’s explanation of “unauthorised modifications” in the device was not a valid reason to reject service. The commission said Apple failed to clearly identify how warranty terms were violated, and that simply referring to general warranty clauses was not enough.
Seller also responsible, says commission
Croma, the retail outlet from which the phone was purchased, tried to shift the blame entirely to Apple. But the commission rejected this defense, stating that once the product was sold through Croma’s store, the retailer was equally responsible for ensuring the product was functional and serviceable. “The principle of vicarious liability squarely applies,” the court said.
The complainant had purchased the iPhone 11 on June 4, 2021, from a Croma store in Mumbai. Soon after, the phone developed a problem, the microphone did not work during calls. The customer contacted Apple’s authorised service centre, but repair was refused, citing “unauthorised modifications.”
After repeated complaints were ignored, the customer filed a case with the consumer commission. During the proceedings, he passed away and his legal heirs pursued the case on his behalf.
Croma failed to appear, Apple admitted microphone issue
While Apple admitted the microphone issue, it maintained that warranty was void due to unauthorised changes in the device. Croma did not appear during the proceedings and was declared ex-parte (absent).
The commission found enough evidence to prove the phone was defective and the service was inadequate. It ordered Apple India and Croma to jointly refund Rs 65,264 to the complainant’s family, with 6% annual interest from August 6, 2021, until the payment is made. It also directed them to pay Rs 15,000 as compensation for mental harassment and Rs 2,000 towards legal costs.
With inputs from PTI
