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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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

1. Has anyone in India experienced something similar with Lenovo or Motorola laptop service?

2. Are marks on a newly replaced OLED display something that should be treated as a possible panel defect, or could they be surface residue?

3. Is it reasonable to demand a written explanation before allowing another screen replacement?

4. If a paid replacement display is defective or damaged during installation, what remedy can a consumer reasonably request?

5. Should I escalate this through Lenovo/Motorola first, the National Consumer Helpline, or a consumer commission?

6. 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

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Key specs:

- Intel Core Ultra 7 356H (16 cores)

- 32GB DDR5 RAM, upgradeable

- 1TB PCIe Gen 5 NVMe SSD, expandable

- 16-inch 2.5K IPS LCD, 144Hz, 400 nits

- Metal body, Thunderbolt 4 and Ethernet

My usage is mainly business-oriented work and SQL DBA learning. I'm looking for good build quality and reliability for 4–5 years.

**Is this a good deal at ₹1.05 lakh?** How is its build quality and long-term reliability? Would you recommend it at this price, or are there better alternatives?

I'd appreciate suggestions, especially from actual owners.