In a recent judgment from the District Consumer Disputes Redressal Commission in Palakkad, the consumer court ruled against Apple India Pvt. Ltd. and its authorized service provider, Ample Technologies Pvt. Ltd., ordering them to compensate a customer for failing to repair a defective iPhone within the warranty period. The case, CC/47/2023, highlighted significant issues of customer service, warranty obligations, and service transparency from one of the world’s most prestigious brands.
Background of the Case
Sanjay Krishnan N.K, a resident of Palakkad and the complainant in the case, purchased an Apple iPhone 13 Pro with 256 GB storage on April 29, 2022, for ₹95,000 from Gulf Own Digital Hub in Perinthalmanna. However, within eight months, he experienced technical issues, including rapid battery drain and a malfunctioning receiver speaker. On December 13, 2022, the device screen started displaying a yellow shade, rendering it unusable. Sanjay took the phone to Apple’s authorized service provider, Ample Technologies, hoping for repairs covered under warranty.
The Issues That Sparked the Dispute
Upon receiving the phone, Ample Technologies initially assured Sanjay that the issue would be resolved under warranty. However, days later, the service center informed him that the device had “internal physical damage” and thus was only eligible for out-of-warranty repairs. The company provided two options: pay ₹72,000 for a new phone or bear the repair cost out of pocket. The complainant contested this assessment, stating he had never requested the phone be returned unrepaired, yet Ample’s records indicated otherwise. Sanjay’s repeated attempts to communicate with Apple India directly also went unanswered.
Key Issues Examined by the Court:
1. Was the iPhone damaged due to user negligence?
2. Did Apple and its service provider fail to uphold their warranty obligations?
3. Was there a deficiency in service on the part of Apple and Ample Technologies?
4. Was the complainant entitled to repairs or compensation?
The Court’s Analysis and Findings
The Consumer Commission, presided over by Sri. Vinay Menon V. with Smt. Vidya A. and Sri. Krishnankutty N.K. as members, meticulously reviewed evidence from both sides. Representing the complainant was Adv. Manu Mohan, while Adv. M/s. K. Mahadevan, Pravinath A.P., Nandakumar, Esha Suchak, and Krishna Bhargav appeared for Apple India.
Apple’s defence claimed that the iPhone was damaged by “foreign material” inside the internal barometer and enclosure grill, which they argued rendered it ineligible for warranty coverage. However, the court observed that Apple failed to produce substantial evidence to support this claim, especially since the initial warranty assessment had indicated no external anomalies or liquid damage.
Observations and Key Rulings by the Court
In a critical observation, the court highlighted the deficiency in Apple’s service, stating:
“If any defect other than the internal defect is found during diagnosis, as claimed by the opposite party, it is their duty to prove and they failed in proving it.”
The Commission found Apple and Ample Technologies accountable for not delivering adequate customer support, given the high expectations attached to the brand’s reputation. The court further observed that Apple’s representatives failed to produce relevant witnesses or evidence to justify their claim of accidental damage, thereby failing in their burden of proof.
Judgment and Compensation Ordered
Acknowledging the mental agony and financial loss suffered by Sanjay Krishnan due to the malfunctioning device, the court ordered the following compensation to be provided by Apple India and Ample Technologies within 45 days:
– Repair of the iPhone to the complainant’s satisfaction or, alternatively, a refund of ₹95,000 with an annual interest of 10% from February 15, 2023, until payment is realized.
– ₹30,000 for deficiency in service.
– ₹20,000 as compensation for the complainant’s mental anguish.
– ₹10,000 towards litigation costs.
In case of delayed compliance, the court imposed a monthly penalty of ₹500 until payment completion.
