Hyderabad: A district consumer forum has directed Apple Inc (Apple India Private Limited) to replace an iPhone 17 and pay Rs 20,000 in compensation and Rs 15,000 towards costs over its failure to resolve persistent issues with the newly purchased phone.Complainant CV Anil Kumar purchased the phone online for Rs 74,325 on Sept 28, 2025. Soon after, he reported connectivity and performance issues, including an out-of-focus camera, screen freezing and video playback problems.Kumar contacted Apple’s customer care on Sept 30 and said he subsequently reported each issue, demonstrating the problems through live screen-sharing sessions. Apple repeatedly attributed them to software malfunctions and guided him through troubleshooting steps, including erasing and resetting the device. However, the problems persisted, he said.He was then asked to visit an authorised service centre, where the phone underwent software and hardware diagnostics. Although no issues were detected and the operating system was restored, the problems resurfaced the same evening, prompting him to contact Apple again.Kumar alleged that the repeated failures caused mental stress, inconvenience, loss of time and financial hardship, prompting him to approach the forum.In its written submission, Apple Inc argued that its US-registered entity was distinct from Apple India Pvt Ltd, which it said was the appropriate party to defend the case in India. It also claimed its representatives and technicians had addressed the issues whenever Kumar sought assistance.Aptronix, an Apple premium reseller and authorised service provider in Banjara Hills, said its role was limited to servicing and diagnostics under Apple’s protocols. It maintained that the phone functioned normally after testing and a software restore.The forum observed that neither company had explained why the problems emerged soon after purchase or why repeated troubleshooting was required. It said their claims that the issues had been resolved were insufficient.“A purchaser of a new product/device cannot be expected to be saddled with unresolved issues,” the bench said. Hence, the bench directed Apple to replace the iPhone and pay Rs 35,000 in compensation and costs.
