May software cause burn-in-effect?

Hey guys,
because the display of my phone was broken, it has been replaced by a "new" one. Unfortunately the new display shows the burn-in-effect. The navigation bar, which is on-screen, is not 100% vanishing, when for example a bright video is watched. So the company which repaired the phone is claiming that this is issue is caused by the software.
My question is: This cant be true right? The burn-in-effect is always caused by hardware right?

I would like to show you an image, but I dont know how? No links allowed for the first 10 posts :/

Thanks guys

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