Pathetic decision of unavailability of Apple Self service in India

Imagine spending ₹50,000 on an iPhone, only to pay ₹15,000 for a battery replacement because Apple’s authorized partners hold a monopoly on repairs. That’s the reality for millions of Indian users. While Apple’s Self-Service Repair Program has empowered users in 33 countries to fix devices affordably using OEM tools, India—a market where Apple hit $10 billion in revenue in 2023—remains excluded. Let’s unpack why this oversight stings, how it impacts users, and what can be done to bridge this frustrating gap.

1. The Global Right-to-Repair Wave: Apple’s Progress

Apple’s Self-Service Repair Program, launched in 2022, is a landmark shift. For the first time, users could access genuine parts, tools, and manuals—like getting a backstage pass to fix their own devices. Here’s why it’s revolutionary:

• Cost Savings Galore: DIY repairs slashed costs by 30–60% in the U.S. and EU. A screen replacement dropped from 300to300to120 using Apple’s kit.
• Empowerment Over Dependency: Users aren’t forced to queue at pricey service centers. Want to replace a MacBook keyboard? Apple ships the exact screwdriver.
• Global Expansion: From France to South Korea, the program now spans 33 countries. Even smaller markets like Belgium and Greece made the cut.
• Eco-Friendly Push: Reducing e-waste by extending device lifespans aligns with Apple’s 2030 carbon-neutral pledge.

But here’s the rub: India, with its 8% year-on-year iPhone sales growth (Counterpoint Research, 2023), is left in the cold.

Apple’s Repair Program: Global vs. India (2024)

Aspect	Global Availability	India’s Status
OEM Parts Access	Yes (33 countries)	No
Repair Manuals	Detailed guides online	Limited third-party docs
Tool Rentals	49–49–69 toolkits	Not available
Average Repair Cost	40% cheaper than official	2–3x higher via partners

2. India’s Exclusion: A Strategic Blind Spot?

India isn’t just another market—it’s Apple’s next growth frontier. Yet, the repair program’s absence feels like a slap in the face. Here’s why:

• Market Potential Ignored: Apple opened two retail stores in India in 2023 and plans to manufacture 25% of iPhones there by 2025. But users still can’t fix devices affordably.
• Authorized Service Chaos: A 2023 LocalCircles survey found 68% of Indian Apple users faced overpricing or delays at authorized centers. Some wait weeks for simple repairs.
• Third-Party Risks: Without OEM parts, users risk counterfeit batteries or displays. Delhi’s grey market thrives, but a “cheap” ₹8,000 screen often lacks True Tone functionality.
• Public Backlash Brewing: Social media campaigns like #RightToRepairIndia are gaining traction. Users call it hypocrisy—Apple touts sustainability but hoards repair access.

Fun fact: India’s right-to-repair draft policy (2022) mirrors the EU’s, yet Apple hasn’t adapted.

3. Bridging the Gap: Fixes for Indian Users

Until Apple acts, Indian users aren’t entirely helpless. Here’s how to navigate the repair maze:

• Leverage Third-Party Experts: Brands like iService and OnSiteGo offer cheaper rates (₹2,500 for battery swaps) but verify part authenticity.
• Push for Policy Change: India’s Right to Repair Task Force needs public pressure. Tweet @AppleSupport or join forums like iFixit’s India coalition.
• Import Kits (Carefully): Some users order tools from the U.S. via forwarders, but customs duties can spike costs by 40%.
• Extended AppleCare+: At ₹29,900 for iPhones, it’s pricey but covers repairs. Still, it’s a band-aid, not a solution.

Pro tip: Use apps like 3uTools to check if third-party parts are OEM-grade.

Repair Cost Comparison: India (2024)

Repair Type	Apple Authorized	Third-Party	DIY (If Available)
iPhone Battery	₹15,000	₹4,000	₹2,500 (est.)
MacBook Keyboard	₹35,000	₹12,000	₹8,000 (est.)
AirPods Case	₹10,000	₹3,500	₹1,800 (est.)

4. Why Apple’s Hesitating—And Why It’s Costly

The stakes are high. Apple’s reluctance likely stems from:

• Profit Protection: Authorized partners charge premiums; sharing repair revenue cuts margins.
• Logistical Hurdles: Shipping tools/parts to India’s vast geography complicates supply chains.
• Fear of Misuse: Unregulated repairs might spike warranty claims. But the EU faced no such chaos post-launch.
• Prioritizing Sales Over Loyalty: Apple’s focus is on selling more devices, not retaining old ones—despite claiming otherwise.

But here’s the irony: Samsung’s India repair network is 3x wider, with lower costs. Apple risks losing switchers.

The Bottom Line: Repair Access = Customer Loyalty

India’s tech-savvy youth won’t tolerate exclusion forever. With budget Android brands offering cheaper repairs, Apple’s “luxury” tag wears thin when users can’t fix a ₹1,00,000 iPhone without a small fortune.

Apple’s self-service repair program in India isn’t just an option—it’s a necessity. Will Apple listen to its Indian users and take the much-needed step? Only time will tell, but the demand is crystal clear.

Final Thought: If Apple truly wants India to “Think Different,” it’s time to hand over the screwdriver.

Where’s the Telecom Accountability? TRAI’s Deafening Silence

Ever made a mistake and hoped customer support would fix it—only to discover that you're screaming into the void? That’s exactly what happened when I mistakenly recharged my Airtel number with the wrong plan. What should've been a simple issue to resolve turned into a Kafkaesque spiral through bots, automated emails, and hollow promises.

This isn't just one story—it's a case study in how one of India's telecom giants treats its paying customers like disposable data points. And while Airtel continues to flaunt ads about their “fastest network,” the real speed we should be talking about is how fast they shift responsibility and dodge customer grievances.

Let’s break this down.

The Recharge That Sparked a Storm

Mistakes happen. And in a digital age where everything’s just a tap away, even a misstep on a recharge shouldn’t be the end of the world. But when I accidentally recharged my Airtel number with a ₹489 plan—while another plan was still active—the nightmare began.

• No Grace for Human Error: Within minutes, I tried correcting the mistake. But Airtel’s system had already credited the benefits, and there was no rollback feature. For a company that handles millions of transactions, is it too much to ask for a “Cancel Recharge” option within 5–10 minutes?
• Blame the Customer, Not the System: Instead of owning up to a flawed user experience, Airtel’s stance was simple: “Benefits credited, issue closed.” That’s like your bank refusing to reverse a mistaken transfer just because it cleared instantly.
• Where’s the Fine Print? There’s no warning that your new plan will override the existing one or that overlapping benefits can't be paused or merged. It’s like buying two train tickets and being told, “You already boarded the first train, so the second is wasted.”
• Zero Refund Policy = Zero Empathy: Airtel’s policies reflect not a customer-first mindset, but a revenue-first one. And that’s a major red flag for a service industry. There’s no consideration for loyalty, no review mechanism, and no actual customer care—just dead-end bots and pre-scripted templates.

The Chatbot Maze: Airtel Thanks App Disaster

Now here’s where things go from mildly irritating to full-blown ridiculous. Airtel, in all its tech-savvy glory, recommends resolving issues through the Airtel Thanks App—a misnomer if there ever was one.

• Bots with Broken Logic: The app’s support section leads you straight into a chatbot purgatory. Pre-defined options with zero room for context. Want to explain your issue? Tough luck. The bot’s too busy looping you back to irrelevant FAQs.
• The Illusion of Support: I eventually managed to raise a complaint—but got nothing more than a reference number and another robotic response. No human review, no ticket escalation, no tracking. It felt more like tossing a bottle into the ocean than filing a customer support request.
• The Appellate Circus: When I reached out to [email protected] and [email protected]—officially listed escalation points—I got an even more insulting response: “Raise the issue via the app.” Gee, thanks. Didn’t see that coming.
• Paid Customer Care Calls? Seriously? Needing a human touch, I dialed their support number. Surprise! Talking to a human now costs ₹0.50/minute. And after burning money for basic service, I was told it’d take 10 days to review. Ten. Days. For a digital mistake that took less than 60 seconds.

Where’s the Accountability? TRAI’s Deafening Silence

If you're wondering, "Where does the buck stop?"—you’re not alone. India has a regulatory body, the Telecom Regulatory Authority of India (TRAI), supposedly to protect consumer rights. Yet, they seem missing in action.

• No Standardized Resolution Framework: Despite being a multi-billion-dollar industry, there’s no structured mechanism for real-time resolution or grievance redressal for telecom users. It’s as if customer pain points were never part of the business model.
• TRAI’s Guidelines? Just for Show: Sure, there are regulations on paper. But without enforcement, they’re just decorative. No mandated refund policies. No penalties for non-resolution. No accountability timelines. It’s like having a traffic light no one’s obligated to follow.
• Airtel Isn’t Alone—It’s Industry-Wide: While Airtel takes the spotlight here, similar horror stories echo across Jio, Vi, and BSNL. It’s systemic apathy dressed in shiny app interfaces. When automation is weaponized against the very users it’s supposed to serve, what we have isn’t innovation—it’s exploitation.
• Consumers Left to Fend for Themselves: Social media, review platforms, Reddit—these have become the new-age grievance boards because official support has failed. When your only recourse is to tweet angrily for attention, we’ve officially entered dystopia.

My final thoughts: When “Thanks” Means Nothing

Let’s be real. Telecom isn’t a luxury—it’s a lifeline. And for a company as big as Airtel, offering second-rate support while charging a premium is unacceptable.

This experience isn’t just a personal gripe—it’s a wake-up call. Until customers start pushing back—filing formal complaints with TRAI, raising awareness online, and demanding change—telecom giants will continue treating users like numbers, not people.

Reviving BSNL: Affordable Connectivity for India’s Digital Lifeline

The mid-2024 mobile tariff hikes in India have sparked debates across the nation. As telecom giants jacked up their prices, millions of middle-class consumers were left grappling with rising costs for what’s essentially a basic necessity—mobile connectivity. Amidst this, the spotlight has turned toward Bharat Sanchar Nigam Limited (BSNL), the government-run telecom provider that has been struggling for relevance in a highly competitive market.

The question is: Should the government revive BSNL as a beacon of affordable telecom services? As private players prioritize profits, BSNL could serve as a lifeline for the middle class, ensuring connectivity without burning a hole in their pockets.

In this article, we’ll delve into the implications of these tariff hikes, how BSNL’s revival could address the issue, and what steps the government needs to take to make this vision a reality.

The Impact of 2024 Tariff Hikes

The mid-2024 mobile tariff hikes didn’t just increase bills—they shook the foundations of affordability in India’s telecom sector.

• Straining Middle-Class Budgets: For many middle-class families, mobile connectivity isn’t a luxury; it’s essential for work, education, and communication. The tariff hikes, which averaged 20-30%, disproportionately affected this demographic, forcing them to either cut back on usage or explore alternatives.
• Widening the Digital Divide: India has made great strides in bridging the digital divide, but rising costs threaten to undo this progress. For rural and low-income families, higher tariffs mean fewer people can afford smartphones or data packs, further isolating them from digital opportunities.
• Market Dominance by Private Players: The telecom industry in India is increasingly dominated by three players: Jio, Airtel, and Vodafone-Idea. While competition initially drove prices down, this oligopoly now enables synchronized tariff hikes, leaving consumers with few alternatives.
• Decline in Consumer Trust: As costs rise without proportional improvements in service quality, customer dissatisfaction is growing. The tariff hikes have highlighted the absence of a robust, affordable public-sector alternative that prioritizes public welfare over profit.

Why BSNL Is Key to Affordable Connectivity

BSNL isn’t just a legacy brand; it’s a potential game-changer in making telecom services affordable again.

• A Public Sector Safety Net: Unlike private telecom operators driven by profit motives, BSNL operate with the objective of public welfare. By offering competitive yet affordable tariffs, it can provide relief to middle-class and rural consumers hit hardest by rising prices.
• Leveraging Existing Infrastructure: Despite years of underinvestment, BSNL still has a vast network of infrastructure, particularly in rural areas where private players are less motivated to invest. A strategic revival could capitalize on these existing assets to improve accessibility and affordability.
• Encouraging Market Competition: A stronger BSNL could act as a check against the monopolistic tendencies of private telecom players. By offering competitive alternatives, BSNL could push private operators to reconsider frequent tariff hikes.
• Driving Digital Inclusivity: The government’s Digital India initiative hinges on affordable and reliable connectivity for all. BSNL’s revival could be a cornerstone in achieving this vision, ensuring that even underserved communities remain connected.

Steps to Revive BSNL for the Future

Reviving BSNL isn’t just about funding—it’s about modernization, innovation, and strategic planning.

• Invest in 5G and Beyond: BSNL’s lag in rolling out 4G has been a significant disadvantage. To compete, the government must prioritize rapid deployment of 5G technology for BSNL, ensuring it remains relevant in the evolving telecom landscape.
• Streamline Operations and Reduce Red Tape: One of BSNL’s biggest challenges has been bureaucratic inefficiency. Simplifying decision-making processes and adopting a private-sector approach to management could boost its competitiveness.
• Introduce Subsidized Plans: To regain consumer trust, BSNL should roll out subsidized plans for students, rural households, and low-income families. These plans could be funded through targeted government subsidies aimed at bridging the digital divide.
• Collaborate with Private Players: Instead of competing head-on with private telecom giants, BSNL should explore collaborations in infrastructure sharing, content partnerships, and technology development to enhance service offerings without incurring excessive costs.
• Aggressive Marketing Campaigns: Public perception matters. A robust marketing campaign highlighting BSNL’s affordability, reliability, and public welfare mission could reposition it as a preferred choice for millions of Indians.

Comparison Table: Private Players vs. Revived BSNL

Aspect	Private Players	Revived BSNL
Pricing	Higher, profit-driven	Affordable, welfare-driven
Rural Reach	Limited investment	Extensive infrastructure
Service Focus	Revenue generation	Digital inclusivity
Consumer Trust	Declining due to tariff hikes	High with subsidized offerings
Technology Upgrades	Fast-paced innovation	Potential with government backing

Insights for Policymakers and Consumers

1. Policymakers Should Prioritize Funding: The government must allocate resources not just for revival but for sustained growth, focusing on modernization and operational efficiency.
2. Consumers Can Advocate for BSNL: As consumers, supporting BSNL by opting for its services could help it regain market share and expand its offerings.
3. Subsidy Models Need Refinement: To make BSNL plans truly affordable, the government should explore innovative subsidy models that target specific demographics.
4. Long-Term Strategy Is Essential: BSNL’s revival must be part of a larger, long-term strategy for India’s digital growth, addressing both urban and rural needs.

My final thoughts: Affordable Connectivity Is a Right, Not a Privilege

The mid-2024 mobile tariff hikes have made one thing crystal clear: affordable telecom services cannot be left entirely in the hands of private players. BSNL’s revival isn’t just an economic necessity; it’s a social responsibility.

By modernizing BSNL and aligning it with public welfare goals, the government can ensure that every Indian—regardless of income level—has access to reliable, affordable mobile connectivity.

The road ahead is challenging but not impossible. With the right investments, strategies, and public support, BSNL could once again become the people's network, bridging the digital divide and ensuring a connected future for all.

What’s your take on BSNL’s role in India’s telecom landscape? Could it truly be revived to serve the nation? Share your thoughts below!

Internet as a basic commodity: Why Governments Must Define Policies

It’s hard to imagine a world without the internet, isn’t it? Just think about how many times today alone you’ve used it—whether it was to send an email, check social media, or stream your favorite show. The internet has become the lifeblood of modern society, intertwining with almost every aspect of our daily lives. We depend on it for work, education, entertainment, and even health services. It’s more than just a tool; it’s the backbone of everything we do.

But with this deep integration comes responsibility. Unlike other essential services like electricity or water, the internet is not just about providing access. It’s about managing sensitive data, protecting privacy, and ensuring that telecom companies don’t monopolize the market. Given how much critical information flows through this vast digital space, shouldn’t there be a well-defined framework to regulate it?

That’s where governmental oversight comes in. Much like how governments regulate other utilities to ensure fairness and safety, there’s a growing call for governments to step in and define policies for the internet. These policies would protect user privacy, prevent exploitation by telecom companies, and guarantee that the internet remains accessible to everyone. After all, in a world where the internet is as essential as oxygen, it’s time to establish some rules to keep things running smoothly, safely, and fairly.

The Necessity for Governmental Oversight

As the internet continues to grow in importance, so too does the need for government oversight. Telecom companies may own the infrastructure that powers the internet, but the service they provide has become so essential that leaving it unregulated can have serious consequences. Without proper checks and balances, there’s potential for abuse—whether it’s by restricting access, raising prices, or mishandling personal data.

• Privacy Concerns: Every day, millions of people share personal and sensitive information online, from banking details to healthcare records. Without proper governmental regulation, telecom companies and tech giants could have unchecked access to this data, putting consumers at risk of privacy breaches.
• Preventing Monopolies: Telecom companies are often large corporations with vast resources. If left unchecked, they could potentially create monopolies, leading to higher prices and fewer choices for consumers. Government regulations can prevent this by ensuring that multiple companies have fair access to the market, thus fostering healthy competition.
• Affordable Access for All: The internet should be accessible to everyone, not just those who can afford it. Governments can implement policies that ensure affordable internet access for all citizens, particularly in underserved or rural areas where telecom companies might not invest without incentives.
• Protecting National Security: With so much critical information flowing through the internet, there are also concerns about national security. Governments need to implement policies that safeguard public infrastructure from cyberattacks and ensure that sensitive information is adequately protected.

Government oversight is not about controlling the internet; it’s about ensuring that it remains a fair, safe, and open spacefor all users. By setting clear rules and guidelines, governments can ensure that the internet continues to be a vital resource, accessible and secure for everyone.

Ensuring Privacy in a Digital Age

In today’s digital age, our lives are more interconnected than ever. We rely on the internet for everything from managing finances to staying in touch with loved ones. However, with this increased reliance comes a significant challenge—protecting privacy. Every time we log in, share, or search, we leave a digital footprint that, if not adequately safeguarded, can be misused.

• Data Security and Encryption: One of the primary concerns with internet usage is the security of data. Governments should enforce strong encryption standards and data protection laws that ensure that personal information, such as credit card details or medical records, remains secure from potential hackers or unauthorized access.
• Limiting Data Collection: Telecom companies and tech giants are notorious for collecting vast amounts of user data—often without the user’s explicit consent. By implementing strict data collection policies, governments can ensure that companies only gather what is necessary and always inform users about how their data will be used.
• Consumer Rights to Privacy: Just as we have a right to privacy in our homes, we should have the same right online. Governments should enact comprehensive privacy laws that empower users to control their personal information. This includes the right to know who has access to their data, the right to delete personal information, and the right to prevent third parties from sharing their data without permission.
• Cybersecurity Infrastructure: Governments should also invest in robust cybersecurity infrastructure to protect their citizens from growing cyber threats. Cyberattacks are becoming increasingly sophisticated, and without the proper safeguards, they can lead to widespread damage. By building a secure infrastructure, governments can help protect citizens’ personal data and ensure a safe internet environment.

The role of the government in ensuring privacy cannot be understated. With so much at stake, it’s crucial that a comprehensive framework is in place to protect users, limit data collection, and ensure that our digital rights are preserved in an ever-connected world.

Creating a Fair Playing Field for Telecom Providers

One of the biggest challenges with internet service provision is ensuring a fair playing field for all telecom companies, from local providers to large corporations. Without adequate regulations, a few big players could dominate the market, squeezing out smaller competitors and leaving consumers with fewer options and higher prices.

• Preventing Monopolies: Telecom companies, if left unchecked, can create monopolistic practices, which ultimately harm consumers. Government regulations can limit monopolistic behaviors by preventing companies from consolidating too much control over internet infrastructure, ensuring that multiple providers can compete in the market.
• Promoting Competition: Healthy competition among telecom companies drives innovation and keeps prices in check. Governments can create policies that encourage market competition, ensuring that consumers benefit from lower prices, better services, and improved access to the internet.
• Universal Service Obligations: Governments can impose universal service obligations on telecom companies, ensuring that they provide services to underserved or rural areas. These obligations would require telecom companies to expand their services to areas that might not be profitable but are essential for public access to the internet.
• Affordable Pricing Models: Internet access must be affordable for all, not just a luxury for the wealthy. Governments can work with telecom companies to create tiered pricing models that ensure basic internet services are available at a low cost, while still allowing telecom companies to offer premium services to those who can afford them.

By regulating the market and promoting competition, governments can ensure that telecom companies play by the rules. This approach creates a level playing field, encouraging innovation while ensuring that consumers are not taken advantage of by monopolistic practices.

My final thoughts: Building a Secure, Equitable Internet Future

The internet has become an indispensable part of life, much like oil once was. But with its growing importance comes a need for clear policies and regulations that protect users and ensure fair competition among providers. Governments must step up and define a comprehensive framework that guarantees privacy, promotes competition, and ensures affordable access for all.

By regulating the internet, much like other public utilities, we can create a safer, more equitable digital landscape. This isn’t about controlling the internet—it’s about making sure that it remains open, fair, and secure for everyone.

The internet, like oil, has become the fuel that powers the modern world. As governments once regulated oil to prevent monopolies and protect consumers, they must now do the same for the internet. The future of connectivity depends on it.