The District Consumer Disputes Redressal Commission, Jalandhar, has directed Apple India and its authorised service provider iDelta Electronics Services LLP to refund over Rs 1.15 lakh to a consumer whose iPhone 13 Pro Max caught fire after the device had already been replaced three times within a few months over recurring hardware issues.
The order came on a complaint filed by Angadpreet Singh, who had purchased the premium smartphone from Canada in 2022 for 1966.20 Canadian dollars (around Rs 1.15 lakh). According to the complaint, the phone started developing issues shortly after purchase, including poor network connectivity, screen freezing and Bluetooth malfunction.
As per case records, the complainant first approached Apple’s authorised service centre in Bathinda on August 6, 2022. During inspection, technicians reportedly detected a hardware issue linked to the phone’s network system, following which the handset was replaced on August 16, 2022.
However, the replaced device also developed faults within weeks. The complainant then approached an Apple authorised service centre in Sector 35, Chandigarh, where issues related to the display and Bluetooth connectivity were detected. The phone was replaced again on October 13, 2022.
According to the complaint, the third handset too developed hardware-related issues, following which another replacement was provided after around nine days.
The complainant further noted that within a few weeks, the iPhone overheated and caught fire while it was being charged. He claimed flames emerged from the side corners of the phone, after which he disconnected the charger and doused the fire. The device was later submitted to Apple’s authorised service provider in Jalandhar, where the job sheet reportedly mentioned a burning smell from the handset.
During the proceedings, Apple contested the complaint and argued that the final damage was due to “externally induced accidental damage” and not because of any manufacturing defect. The company also maintained that repeated replacements reflected proper customer support and denied allegations of unfair trade practice or deficiency in service.
However, the commission observed that repeated failures of a premium device within a short span could not be treated as normal. It held that the multiple replacements and service records produced by the complainant established recurring defects in the product.
The commission further observed that Apple had not produced any independent expert report or technical evidence to substantiate its claim of external damage. It noted that a mobile phone catching fire was a serious safety concern and amounted to a grave product failure.
Holding Apple India and the service provider jointly liable for deficiency in service and supply of defective goods, the commission in its order dated April 23 directed it to refund Rs 1,15,886 along with 6 per cent annual interest from the date of defect till realisation. It also awarded Rs 10,000 compensation for mental agony and harassment and Rs 10,000 towards litigation expenses.
