Apple and Croma Must Refund ₹65,264 to Deceased Customer’s Heirs Over iPhone Defect

In a landmark decision pertaining to consumer rights, the Mumbai District Consumer Disputes Redressal Commission ordered Apple India and electronics shop Croma to reimburse a deceased customer's family ₹65,264. The customer's iPhone 11 had a microphone issue soon after purchase, and neither Apple nor Croma were able to give a sufficient fix, thus the decision was made.

The buyer bought the iPhone 11 in June 2021 from a Croma store. However, the speakerphone microphone on the phone soon ceased working, making audio transmission during calls impossible. Several trips to approved Apple service locations failed to resolve the problem. Apple rejected the repairs, stating that the warranty had been nullified due to unauthorised changes made to the phone.

The customer's legal heirs continued the action after his death, claiming that Apple and Croma had both failed to fulfil their post-sale responsibilities and that the device had been sold with a manufacturing flaw. Because neither company could avoid accountability for the defective product, the consumer commission deemed both corporations jointly and severally accountable.

From August 6, 2021, until the date of payment, the commission mandated that the enterprises return the entire amount of ₹65,264 plus 6% yearly interest. Along with ₹2,000 for litigation costs, the family also received ₹15,000 as compensation for mental harassment.

The decision emphasises the significance of protecting consumer rights and reaffirms that, even when dealing with a customer's legal heirs, manufacturers and merchants are still required to guarantee quality control and prompt after-sales support.