A consumer forum in Delhi has pulled up Apple Inc.’s Indian arm after a stolen iPhone could not be traced despite the device displaying a message suggesting it could still be located even after being switched off.
The South Delhi District Consumer Disputes Redressal Commission directed Apple India to pay ₹1 lakh as compensation, concluding that users were not adequately informed about the conditions required for the iPhone’s tracking system to work.
A Promise That Fell Short
The dispute began when a Delhi resident purchased an Apple iPhone 13 in 2022, upgrading from his earlier Apple iPhone 11 Pro. Months later, the phone was stolen from his home along with other devices.
The user attempted to track the device after the theft, relying on the message displayed by the phone during shutdown — “iPhone findable after power off.” Believing the device could still be located, he turned to Apple’s official support channels and online tools, but the phone remained untraceable.
Frustrated by the lack of results, he approached the consumer forum, arguing that the message created a clear impression that the phone would remain trackable even when switched off.
The Missing Condition
At the heart of the case was the Find My function. Apple maintained that the tracking capability only works if the “Find My” option had been activated beforehand and if the device connects to a network of Apple devices or internet signals.
According to the company, the complainant had not enabled the feature before the theft. It also argued that tracking stolen devices is not a corporate obligation and that such matters fall under the domain of law enforcement authorities.
Commission’s View: Message Was Misleading
The consumer panel was not convinced.
It noted that the message displayed on the phone gave the impression that the device could be located after being powered off, yet it did not clearly highlight the crucial requirement that the Find My function must first be activated.
The commission pointed out that while additional information about this condition could be accessed by tapping the message, the device did not initially display any disclaimer, symbol, or warning indicating that the claim depended on prior settings.
In its view, an average user could reasonably interpret the message as a complete assurance rather than a conditional one.
Compensation Awarded
Holding the company responsible for failing to clearly communicate the limitations of the feature, the forum ruled that the lack of upfront disclosure amounted to a deficiency in service.
As a result, Apple India was ordered to pay ₹1 lakh to the complainant as compensation.
