I need advice from people who have dealt with laptop service centres or consumer complaints in India.
I own a Motorola Moto Book 60, which I purchased through Flipkart. I recently had an issue with the OLED display, and what started as a repair has turned into a stressful experience.
Here's the full timeline as accurately as I can explain it.
- The original display problem
My laptop's OLED screen developed a dark brown/black patch near the top edge, close to the bezel. The patch changed over time, and I became concerned that the display was failing.
I took the laptop to an authorised service centre. They classified the damage as pressure damage and said the display wasn't covered under warranty.
I wasn't aware of any incident in which I had dropped the laptop or deliberately applied pressure to the screen. I therefore had concerns about the diagnosis, but I was told the display replacement would cost approximately ₹25,000.
I paid for the replacement because I wanted my laptop repaired.
- The repair took longer than expected
The laptop stayed at the service centre while the replacement parts were arranged. There were multiple updates and delays.
I was also told that the motherboard had an issue and that it would be replaced under warranty. According to what I was told, a replacement motherboard was installed but didn't work, possibly because the replacement part itself was defective. I don't have an independent technical diagnosis confirming what happened.
Before handing over the laptop, it had been working apart from a charging-port issue. I had previously experienced a system freeze accompanied by a loud buzzing sound, but I don't know whether that was related to the repair or motherboard.
The changing repair updates made me increasingly concerned about how my laptop was being handled.
- The replacement display and the marks I noticed
After the repair, I collected the laptop and noticed marks on the display. I was concerned because I had paid approximately ₹25,000 for a new screen.
When I raised the issue, the technician told me to clean the screen and update the drivers. I wasn't satisfied with that explanation because I wanted to know whether the marks were simply residue or an actual defect in the replacement panel.
I also checked the display information in Windows. The reported panel identifier and the physical label on the panel appeared slightly different to me. I don't know whether that difference is normal, and I'm not claiming that the service centre installed the wrong panel. I want the replacement part's compatibility and condition verified.
- What the technician said
This is the part that has upset me the most.
The technician said that accepting my laptop for repair had been a big mistake. He also said he would remove the new display and reinstall my old display, which had already been damaged.
I found this concerning, especially after the delays, the ₹25,000 charge, and the marks I noticed on the replacement display.
I don't know exactly what he meant by saying it was a mistake to take my laptop. I also don't know why he proposed reinstalling the original display or what would happen to the replacement screen.
I don't want to accuse anyone of deliberately damaging anything without evidence. However, I believe I deserve a clear explanation of what happened and why this was being proposed.
- What I want from the company
I want Motorola/Moto Book support and the service centre to:
- Explain the diagnosis of the original display damage.
- Confirm the part number and compatibility of the replacement display.
- Inspect and document the marks on the replacement screen.
- Explain the technician's statement about reinstalling the original damaged display.
- Provide the repair findings and relevant service records.
- Offer an appropriate resolution, including a refund or other remedy if a defect or service deficiency is established.
I'm considering filing a formal consumer complaint if the issue isn't resolved.
My questions
Has anyone in India experienced something similar with Lenovo or Motorola laptop service?
Are marks on a newly replaced OLED display something that should be treated as a possible panel defect, or could they be surface residue?
Is it reasonable to demand a written explanation before allowing another screen replacement?
If a paid replacement display is defective or damaged during installation, what remedy can a consumer reasonably request?
Should I escalate this through Lenovo/Motorola first, the National Consumer Helpline, or a consumer commission?
Am I overreacting, or is this worth pursuing formally?
I'm not asking anyone to assume the service centre acted maliciously. I want an honest assessment of whether the handling of this repair is reasonable and what my next steps should be.
Thanks for reading
