LEAD CASE
Does Dell’s warranty cover software problems?
Q Last October, I bought a £400 refurbished Inspiron 3585 laptop (pictured) directly from Dell, and paid for a two-year warranty. A month ago, when opening my browser, I lost my Virgin Media internet access. Can Dell refuse to help under warranty because the problem is software related, not hardware?
Anthony Robinson
A Yes, Dell can refuse a repair, replacement or refund, but only if Anthony is seeking assistance under the warranty, and then only if this policy doesn’t cover software. Instead, he should seek help under the Consumer Rights Act (CRA), which gives more legal rights than a warranty, and covers second-hand goods (as well as software).
To use the CRA, Andrew must prove that the laptop isn’t fit for purpose. This applies…
