Consumer panel asks Apple to service Warangal resident’s laptop free of cost, pay Rs 10,000

Hyderabad: District Consumer Disputes Redressal Commission, Warangal has directed Apple India Private Limited to provide free service for Apple MacBook Air M1 and pay Rs 5,000 compensation for mental agony and another Rs 5,000 towards litigation costs to a complainant.

It also directed the complainant to bear the expenses for the replacement of spare parts if any, which are out of warranty.

Case details

J Likith Kumar is a resident of Warangal. In 2021, when he was pursuing B.tech, he had to attend online classes. So he ordered an Apple MacBook Air M1 online from the Apple India Private Limited website on September 25, 2021, by paying a sum of Rs 68,710. After receipt of the amount, the opposite party delivered the Apple Macbook Air M1 to Likith Kumar on September 29, 2021, with a year warranty.

Horizontal and vertical lines appeared on the Laptop screen

On January 25, 2022, all of a sudden the Laptop displayed colored horizontal and vertical lines. He immediately restarted the device, but it was of no use. He immediately contacted customer support and explained the problem to the company representative who suggested a few troubleshooting steps. When it did not get resolved, he went to the nearest service center.

On January 29, 2022, Likith Kumar along with his brother traveled 150 km to visit Aptronix which is located at CVK Park Square, Secunderabad. The technician informed him that the screen was damaged and needed replacement. He was told the screen is not covered under the warranty and has to pay Rs 30,000 for replacement.

Likith Kumar didn't attend online classes due to a defect in the Laptop

Likith Kumar also noticed that in the Apple Discussion Forum, many other Apple Macbook Air Laptop users are facing a similar problem. Due to a defect in the Laptop device, he was unable to attend his online classes which caused mental agony to him. With no option left, Likith Kumar served a notice to Apple India Private Limited on July 30, 2022. He demanded the repair of his Laptop. Since there was no response, he filed the complaint.

Apple India Private Limited filed the written version. The company said there was a major crack/damage on the display of the device, it was not covered under the one-year limited warranty. The company said it was caused due to mishandling or operational misuse, due to which cracks had occurred.

One-year warranty not applicable for Laptop

Apple India Private Limited also admitted the factum of purchasing of Laptop on September 29, 2021, and also further pleaded that when the device was taken to Apple Authorised Service Provider (AASP). Likith Kumar was informed that a one-year limited warranty is not applicable for the cracks.

When Likith Kumar contacted the opposite party they had advised him that the cracks or damages found on display, are not covered under warranty. The opposite party prayed to dismiss the complaint. After hearing the arguments from both parties, the court noted that the complainant had used the Laptop for three or four months continuously without any problem, hence it can be concluded that there is no manufacturing defect.

Depending upon its usage operational problems may occur. As the opposite party failed to file its written version regarding the appearance of Horizontal and vertical lines and the consequences of damage and the presence of lines it can be said that there is contributory negligence in using the Laptop by Likith Kumar. Hence the court directed Apple India Private Limited to provide free service of Laptop operational worthy by directing that the complainant shall bear the expenses for the replacement of spare parts if any which are out of warranty.

As the complainant is a student and used to attend online classes by using Laptop, Rs.5,000 as compensation is just and reasonable for mental agony and Rs.5,000 towards litigation costs.