Saturday, 21 October, 2017

Consumer Reports No Longer Recommends Surface Hardware

Microsoft disputed the study saying the company’s return and support rates differ significantly from the Consumer Reports study Microsoft disputed the study saying the company’s return and support rates differ significantly from the Consumer Reports study
Cecilia Poole | 11 August, 2017, 00:27

Consumer Reports specifically mentioned four laptops in its report - the Surface Laptop (128GB and 256GB versions) and the Surface Book (128GB and 512GB versions) - but said its decision applies to all Microsoft devices with detachable keyboards as well as those with conventional clamshell designs.

In May, Microsoft unveiled the fifth version of its Surface Pro, the biggest seller among those devices, with more powerful chips and better battery life, in a bid to reverse declining sales. On the same front, Apple also led other tech companies in the same Consumer Reports survey, posting a two-year breakage rate among survey respondents of only 10 percent.

Consumer Reports surveyed owners of about 90,000 tablets and laptops purchased new between 2014 and the first quarter of 2017. "We don't believe these findings accurately reflect Surface owners' true experiences or capture the performance and reliability improvements made with every Surface generation", the company said.

Problems included device freezing, unauthorized shut downs, and touchscreen failures.

What's hugely important to point out here is that Consumer Reports' retraction of its recommendation appears entirely dependent upon subscriber survey answers. "Due to its comparatively higher breakage rate, Microsoft laptops can not be recommended by Consumer Reports at this time", the publication notes.

Microsoft disagrees with the report, saying in a statement "real-world return and support rates differ significantly from Consumer Reports' breakage predictability".

Several Microsoft products have performed well in CR labs, including the new Microsoft Surface Pro, which earned Very Good or Excellent scores in multiple CR tests.

Consumer Reports published its reliability study today and has already been picked up by most major sites, including Reuters.

Also, we all know that the Surface line has earned its licks for all of the above listed issues - not that we personally have experienced many during our time reviewing Surface products and since. Traditionally, Microsoft had limited its involvement with laptops to providing Windows and left the hardware up to manufacturers like HP and Dell.

Though it shouldn't go down without a fight, Microsoft is up against some pretty stiff competition with this Consumer Reports study.

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