Screen burn on 4 year old LG OLED TV - advise on our rights please!

Emanef · 18 May 2021 at 8:20PM

Hi all

My mum and step-dad bought a 55" LG OLED 55B6 about four years ago from John Lewis with a 5 year warranty. About a month ago some dark blurred blocks appeared on the screen and have stayed permanently. They have contacted John Lewis who were going to send out an engineer. No engineer came out so my mum chased it and they then asked her to send them a video showing the issue. She did this, and they have now replied saying that it is screen burn and is not covered under the warranty. My mum and stepdad are in their 70s and do not play video games and their TV only has normal use. They do not leave it paused for long periods and have no idea what could have caused the image burn to have appeared. I can't see how this is caused by general use and to me is a fault with the device, and googling LG OLED screenburn suggests a lot of people have had similar problems through no incorrect/misuse of their own doing. I also can't see how in this type of thing is acceptable and manafacturers would think it OK for their TVs to display this size of issue.

What approach should we take and what are our rights on this issue? I feel John Lewis should at least still send out an engineer to inspect it properly instead of just fobbing us off with an email based on a video and a couple of photos saying it's not covered, and I just cannot see how marks this size would be considered acceptable under general use. Its not even like it's a cheap TV, you'd expect it to last considerably better.

I have attached a couple of photos to show how bad it is. It's not like a couple of dead pixels or a small block either, they're pretty damn big!