Is Dell at fault for the dead pixels running down my PC monitor?

I bought an Inspiron PC from Dell in November 2009. When I noticed a thin white line running across the full length of the screen, I thought nothing of it, but when my son saw it recently he told me it was dead pixels and I should get in touch with Dell.

I did and was told that as the computer was out of warranty I would have to pay for a new screen. Because Dell sold me a faulty monitor, should this be replaced at no cost to me?
Robin Davis

The display problems known as ‘stuck’ and ‘dead’ pixels are irritating. For some manufacturers there is zero tolerance for problem pixels, but others allow some.

There is an industry standard designed to give guidance on this problem. The guidelines are fairly complex and you can read a summary by clicking here. To the best of our knowledge the fairness of this standard has never been legally challenged.

The main problem Mr Davis has is proving after nearly three years that this fault existed at the time of manufacture. Although he has used the monitor for all this time without it causing him concern, there is nothing to stop him using the Sale of Goods Act to try to get a replacement monitor.

This law gives people in England, Wales and Ireland up to six years (five years in Scotland) in which to claim redress for faulty goods.

But he will have to prove the fault was there at the time he bought the computer. It doesn’t matter when the fault shows up within the six-year period so he could try getting an independent technical report.

It sounds as though the pixels are permanently lit or ‘stuck’ and this would not be acceptable under the standard. Otherwise Dell could argue that the problem was caused by fair wear and tear, or even accidental damage.

If Mr Davis can prove an inherent fault and Dell refuses to help, he can contact us again.