When a Software Update Allegedly Breaks Hardware, Who Pays?

A software update is supposed to improve a smartphone, but a regulatory probe in India is asking what happens when users allege that the update itself caused an expensive hardware problem. The Central Consumer Protection Authority (CCPA) has escalated its examination of Apple after complaints linked iOS 18 with display, microphone, calling, touchscreen and other functionality issues on some iPhones.

The dispute centres on repair costs. Some consumers said problems appeared after installing iOS 18 and that they were subsequently asked to pay for repairs. Replacing an iPhone 15 display can cost around ₹27,900, according to the reports. The CCPA is examining whether requiring customers to bear such costs could amount to an unfair trade practice if a manufacturer-supplied software update is ultimately shown to have caused the problem. No such finding has yet been made.

Apple disputes the regulator’s allegations. The company has said the investigation arose from a limited number of complaints, that iOS 18 underwent extensive testing and that it found no systemic safety or performance issue in India. Apple’s limited warranty primarily covers hardware defects in materials and workmanship, while software is generally excluded. Apple also states that its warranty exists in addition to rights available under applicable consumer law.

That distinction creates the bigger legal question. A contractual warranty can define what a manufacturer voluntarily covers, but India’s Consumer Protection Act can separately apply where authorities believe a practice may be unfair or misleading. The regulator can therefore examine whether warranty exclusions remain appropriate when the software at the centre of a complaint was supplied by the device manufacturer itself.

The outcome could matter beyond Apple. Mint notes that Google, Samsung, OnePlus, Xiaomi, Vivo and Realme also draw varying distinctions between hardware and software in their warranty terms. As smartphones become increasingly dependent on years of manufacturer- controlled updates, the Apple investigation could help clarify where responsibility sits when digital changes are alleged to create physical repair costs.