Word?

I have a Sony Vaio VGN-BX296XP which had to be returned to Sony as a fault developed with the hard disk. It was returned untried and untested as it would not open at all. Returned again to Sony and received back with fresh factory settings. Try to open Word but programme calls for code setting which I do not have. Contact Sony and they do not want to know. Most unhelpful. Add driver to re open a printer and this does not work.