Does Dell’s warranty cover software problems?

QLast 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?

AYes, 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 to inherent hardware faults and to problems caused by software installed by the manufacturer. He doesn’t have a case though if the fault was triggered by software he installed after purchase.

Virgin has told Anthony there’s nothing wrong with his router or connection, so he needs to ask it to provide him with the proof of this to send to Dell. He could also pay for a technician to inspect the laptop, and then if an inherent fault is found Dell must refund this cost, and either repair or replace the laptop.

Anthony sounds less than impressed with his extended warranty, so he may want to consider cancelling it and getting some money back under the Supply of Extended Warranties on Domestic Electrical Goods Order 2005 (visit Citizens Advice for advice: www. snipca.com/38954). You’re entitled to a full refund if you cancel within the first 45 days and haven’t made a claim, and a pro-rata (partial) refund after this.

CASE ONGOING