In a surprise report, Consumer Reports removed the ‘recommended’ badge from Microsoft’s Surface laptops and tablets, saying the hardware was found to be ‘significantly less reliable than most other brands.’ However, soon after the report came out, Microsoft has refuted the findings of the survey and said that it stands ‘firmly behind the quality and reliability of the Surface family of devices.’ Also Read - Microsoft is testing new Game Pass family plan with ability to add up to 4 membersAlso Read - Blizzard cancels World of Warcraft mobile game: Report
Consumer Reports surveyed 90,000 tablet and laptop owners and found that about 25 percent of Microsoft laptops and tablets will present their owners with problems by the end of the second year of ownership. The firm removed the ‘recommended’ badge from four laptops including the Microsoft Surface Laptop (128GB and 256GB versions) and Microsoft Surface Book (128GB and 512GB versions). The survey discovered that owners experienced problems with their devices during startup, some revealed that their machines froze or shut down unexpectedly, while several others said that the touch screens weren t responsive enough after some time. Also Read - Microsoft brings Outlook to budget Android smartphones with Outlook Lite app
Meanwhile, Microsoft Corporate Vice President, Microsoft Devices, Panos Panay wrote in response to Consumer Reports, “While we respect Consumer Reports, we disagree with their findings. Surface has had quite a journey over the last few years, and we ve learned a lot. In the Surface team we track quality constantly, using metrics that include failure and return rates both our predicted 1-2-year failure and actual return rates for Surface Pro 4 and Surface Book are significantly lower than 25 percent. Additionally, we track other indicators of quality such as incidents per unit (IPU), which have improved from generation to generation and are now at record lows of well below one percent.” He further added that 98 percent of Surface Pro 4 users and Surface Book users were found to be satisfied with their device. ALSO READ: Samsung Galaxy S8, Galaxy S8+ have been crowned the best smartphones: Consumer Reports
Interestingly, the conclusion by Consumer Reports does not precisely mention which Surface devices were surveyed. The firm says that it is not recommending the latest Surface Laptop based on the data collection of existing Surface devices that were purchased between 2014 and early 2017. This period includes devices such as the Surface 2 and Surface Pro 2.
According to a report on The Verge, Consumer Reports generally collects at least 300 responses in its survey data and a spokesperson has confirmed that the data on Microsoft devices was well above that threshold. However, the firm has refused to break down the data to reveal how many older devices were included in the report. The lack of clarity arises as Consumer Reports says it s not recommending Microsoft s latest Surface Laptop because of the data collection of existing Surface devices. ALSO READ: Apple iPad Pro 10.5 inch tear down shows the new tablet is hard to repair but held strongly inside