Microsoft rebuffs Consumer Reports findings of Surface devices

Consumer Reports Warns About Microsoft Surface Reliability

Consumer Reports Warns About Microsoft Surface Reliability

"While we respect Consumer Reports, we disagree with their findings", said Panos Panay, corporate vice president of Microsoft Devices.

Microsoft did comment that they disagreed with the findings and stood by the product line's reliability, also saying their own statistics showed the Surface's longevity to be in line with competitor's products.

Surface products have also performed very well in PCMag's lab tests, with Surface Pro models winning multiple Editors' Choice awards. Apple, which won the Laptops category, received ratings of 9 or better on on overall satisfaction, overall reliability, and likelihood to recommend.

"Consumers tell us that reliability is a major factor when they're choosing a tablet or laptop", says Simon Slater, Consumer Reports' survey manager.

With the recommendation of the Microsoft Surface devices withdrawn by Consumer Reports, should owners of the affected laptops and tablets start thinking about replacing them?

The reliability predictions represent extrapolations made from data reported on older devices, such as the Surface 3, Surface Pro 3, and other devices sold during that time, the CR report said. But the biggest embarrassment, perhaps, was when New England Patriots Coach Bill Belichick went on an extended rant against the Surface late last season, noting that they were "just too undependable". In a statement emailed to USA TODAY, Microsoft said, "Surface is designed and built with performance and reliability in mind. We stand firmly behind the quality and reliability of the Surface family of devices and continue to make quality our primary focus".

Consumer Reports Warns About Microsoft Surface Reliability

These problems included freezing, unexpected shutdowns and touchscreen response issues.

Panay offers a current picture of Surface Pro 4 and Surface Book, highlighting that Microsoft's predicted one-to-two-year failure rate and actual return rates for the Surface Pro 4 and Surface Book were "significantly lower than 25 percent".

Even though the survey only covered Surface devices sold between 2014 and early 2017, it stopped recommending the latest devices, including the new Surface Pro.

Consumer Reports is no stranger to controversy. Consumer Reports does qualify what it means by incidents in its report.

In my anecdotal use of a Surface Pro device over three years (Replaced twice for hardware issues), sold when it worked, it worked, When it didn't work, you wanted to toss it out the window. Microsoft is taking issue with a survey and views it as "disappointing". The company maintains an internal testing facility and generates its own estimates of how its Surface devices compare to its competition-which is basically Apple.

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