The District Consumer Disputes Redressal Commission in Mumbai (Suburban) has directed Apple India and Croma to jointly refund ₹65,264 to the legal heirs of a customer after they failed to resolve a microphone issue in an iPhone 11.
The order came after the commission found both the manufacturer and retailer jointly liable for the defect and for providing deficient service. The iPhone was purchased on June 4, 2021, from a Croma outlet in Mumbai. Soon after, the customer experienced issues with the speakerphone, specifically no audio from the microphone during calls.
The customer approached Apple’s authorized service center, which declined warranty repairs citing unauthorized modifications. Despite multiple complaints and emails, the issue remained unresolved.
The customer passed away during the proceedings, but the complaint was continued by his legal heirs. While Apple responded, maintaining that the warranty was voided due to modifications, Croma did not appear and was proceeded against ex-parte.
The commission noted that Apple failed to clearly explain which specific warranty term was violated. It held that simply citing warranty clauses was insufficient and that the defect, coupled with poor response, amounted to a service deficiency.
The commission ordered a refund with 6% interest from August 2021, along with ₹15,000 as compensation and ₹2,000 towards legal costs.