To clarify I spoke to LG on the phone, after which they sent me confirmation by email, stating what they feel the fault is, as well as the cost for repair.

It is the repair report provided by JL that states that the repair is not possible as the panel is not manufactured anymore. When I spoke to the manufacturer LG i sought clarity as to whether this was the case, but was told definitively that they do make these panels and can indeed repair them. I will obtain a second quote for repair from an independent repair shop, but should I also send a letter of claim as you suggested in the interim?

There is only one report from the guy John Lewis sent round to inspect the television. I actually asked JL for a copy of this report, but after being put on hold for a while, was told that due to the nature of the report being limited and in this case having no repair outcome/price on there (due to the 3D panel required not being available any more), that I they were apparently unable to send me a copy of the report. I later contacted LG as I was getting no where with JL, who asked for pictures of the fault and determined it was a panel issue after looking at them, and emailed me this explanation with a proposed repair cost.

John Lewis have already told me that they cannot do anything or contribute to the repair via the manufaturer LG, as their guarantee explicitly states that 'screen burn' is not covered. To be fair to them, on the back of my receipt it does have a list of exclusions including "image ghosting or screen burn". The issue is that their repairer has incorrectly stated in his report that the fault is due to customer misuse/screen burn, and therefore it is not included in their guarantee and they cannot help. LG the manufacturer have sent me an email where they state "...based on the nature of the issue that the unit has developed, the outcome is a Panel fault issue which has been confirmed by our technicians after a review of the images you provided..." and they offered to repair it for £200. So there is disagreement on the cause of the issue between the retailer and the manufacturer too, with JL conveniently deeming it something that is excluded from their guarantee. John Lewis as mentioned previously are holding onto this engineer report as gospel and refuse to budge. I understand that more recently they offer an additional extended warranty at a cost on televisions, which DOES cover screen burn, but obviously this is no use to me.

Thanks for your response. The TV cost £1999, and LG have said they can repair it for £200.

Hello, I purchased an LG Oled E6 television in 2017, and over the last few months it has developed a green area across the central area of the screen covering maybe 70% of the screen, which is impossible to unsee. It means that all faces and pictures have a green look to them as you are viewing, and you can see some lesser examples of this by a simple google image search for 'green lg oled'. I had a 5 year warranty as standard with John Lewis, and so reported this to them, and in due course they sent out an engineer. The engineer took a few pictures and said he had seen this a fair bit with LG televesions and it would need a new panel, so he would send a report to JL A week or so later he had sent the report back to John Lewis, stating that my particular model being one of the last 3D panels, could not be repaired, as LG do not make them anymore, and ultimately that the fault is down to 'customer misuse' by causing this 'screen burn'. I was flabbergasted that I am somehow to blame for this by merely watching the television, which for one, has a built in screen saver to avoid burn in, and secondly, being someone who diligently used the lowest brightness settings and cleared the panel noise (using the in built tool) regularly to try and avoid such an occurence. John Lewis are now completely absolving themselves from the issue, and having spoken to LG, they acknowledged by email that "...based on the nature of the issue that the unit has developed, the outcome is a Panel fault issue which has been confirmed by our technicians after a review of the images you provided...", and ultimately that I can pay them a reduced cost to repair it if i wish. I don't see why I should have to pay for this at all though, especially when looking online there are numerous threads on forums and even a youtube review talking about how this particular generation of OLED's from LG have had the same common problem. JL do not wish to contribute to the cost of repair, nor replace the TV as they are hanging onto this report which says that it is screen burn caused by me, and LG don't want to officially acknowledge it as a known issue with 2016 and 2017 panels for obvious reasons. Please can someone help explain my options? I didn't pay by credit card, and I have never been through the small claims process before, but I am at a loss for what steps to take next. Thank you