In 2017, we purchased a Sony Oled tv at a cost of £3000 as consequence of another debacle with John Lewis and its staff at the Leicester store. Recently, our television developed a problem resulting in a ghost like bar at the bottom of the screen. As the set is covered by your 5year warranty, I called JL on 07/10/2019 and spoke with someone called Jonathan. He talked me through some processes including a complete factory reset of the the tv. Subsequently the problem did not correct itself and Jonathan suggested that it would be better for an JL’s engineer to examine the set. The engineer arrived on 10/10/2019 and took some quick photos of the tv screen and said that they would submit a report to JL and someone should call me. I tried to explain to the engineer that the panel refresh feature on this set doesn’t appear to work and could have caused the problem. I also informed him that when the panel refresh is engaged, there should be a horizontal or a vertical white line visible to confirm that the panel refresh is being carried out as stated in Sony’s operating manual. The engineer seemed disinterested and left my house in a hurry. On 14/10/2019, I received a call from someone called Andy at JL’s product support centre. Without any empathy, he proceeded to inform me that this type of defect is not covered by JL’s warranty and I would have to bare the cost for the remedial work which incidentally could be in excess of £2000! I tried to inform him that the panel refresh feature on this tv set appears not working and this is likely to have caused the damage. Andy did not show any interest in my comments nor the willingness to review the matter further. I asked for the matter to be escalated beyond his capabilities, but he insisted that his word on the matter was final. On 15/10/2019, I called JL’s customer support line and spoke with someone called Jamie who assured me that he would send message to the Leicester store for a Manager to review the matter and I would get a call within 2 to 4 hours. Guess what?no one called me from the store. Our main purpose of purchasing such an expensive tv was to provide quality entertainment for my son who suffers with severe epilepsy and learning difficulties. Consequently, he finds it difficult to interact and engage with others and a tv is an important feature in his lifestyle. Prior to purchasing the tv, I visited the Leicester branch of John Lewis in order to educate myself on oled technology beyond the information online. The salesman at the Leicester store was very knowledgable and reassured me that panel retention on modern oled TVs is a thing of the past and this particular model is equipped with a features that would prevent this from occurring. It’s important to understand that at no point did he mention that this type of occurrence would not be covered by the warranty. I even tried to contact their managing director Paula Nickolds and my email was strategically intercepted by someone who within hours of receiving the message, called me with assurances that the matter was assigned to one of their customer relations manager. A few weeks later, their customer relations manager emailed me back to reiterate their stance on the matter and washed their hands of any responsibility. Now, I have a £3000 tv with a defect that manifested itself through no fault of mine! and a worthless warranty. In short, AVOID John Lewis and think very carefully before buying an oled tv. The manufacturers have a lot to answer for, because this technology is flawed in ways that makes the product unfit for its purpose.