The District Consumer Disputes Redressal Commission, Mumbai (Suburban), has ordered Apple India and Croma to jointly refund Rs 65,264 — the cost of an iPhone 11 — to the legal heirs of a customer who faced microphone defects in the device and later passed away.
The commission held both companies “jointly and severally liable” for deficiency in service after they failed to fix the problem despite repeated complaints. Along with the refund, the commission awarded Rs 15,000 as compensation for mental agony and Rs 2,000 for legal expenses to the customer’s family.
What Happened
The customer had purchased the iPhone 11 from a Croma store in Mumbai on June 4, 2021. Soon after, the speakerphone stopped working during calls, with no audio from the mic.
When the customer approached Apple’s authorised service centre, repairs were refused on the grounds of “unauthorised modifications” that supposedly voided the warranty. Despite multiple follow-ups, the issue remained unresolved, leading to a complaint before the commission.
During the proceedings, the customer died, but the case was continued by his legal heirs.
What the Commission Said
Apple admitted the microphone issue but maintained that the warranty was void due to modifications. Croma (Infiniti Retail Limited) did not appear and was proceeded against ex-parte.
The commission found Apple’s claim insufficient, noting the company failed to clearly explain which warranty term had been breached. It also ruled that Croma could not avoid responsibility by blaming the manufacturer, stating, “Once the product was sold through their outlet, they assumed responsibility for ensuring that the product was free from defects and serviceable.”
Highlighting the principle of vicarious liability, the commission said the seller stands in a position of trust and gains commercial benefit from the sale, making them accountable.
The Final Directions
The commission ordered Apple India and Croma to:
- Refund Rs 65,264 to the customer’s family.
- Pay 6% annual interest from August 6, 2021 (date of complaint) until full payment.
- Pay Rs 15,000 as compensation for mental agony.
- Pay Rs 2,000 for legal expenses.
