Microsoft disagrees with the Consumer Reports’ findings on the Surface complaints


Microsoft has finally responded to the Consumer Report’s controversial findings. Recently Consumer Reports removed the entire Microsoft Surface lineup from their recommended product list due to its unreliable performance over the years.

Consumer Reports surveyed more than 90,000 tablets, laptops, and convertibles and found that almost 25 percent of Surface owners started to face problems within two years of buying their device. The entire Microsoft Surface lineup falls under the premium tablet and computer category. Meaning, the owners are expecting their devices to last years without getting any serious performance or hardware issues. The survey showed 25 percent of Surface owners encountered issues by the end of the second year of ownership. This resulted in Consumer Report to remove their “recommended badge” from the entire Surface lineup.

As expected this news blasted on the internet discouraging people to buy any of the Microsoft’s Surface product including the new Surface laptop. Microsoft finally realized the magnitude of the problem and decided to release an official statement in the form of a blog post. The Surface chief Panos Panay says, “While we respect Consumer Reports, we disagree with their findings. The 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%. 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 1%.”

He later added, “Surface also ranks highly in customer satisfaction. 98% of Surface Pro 4 users and Surface Book users say they are satisfied with their device*, and our Surface Laptop and new Surface Pro continue to get rave reviews. We stand firmly behind the quality and reliability of the Surface family of devices, and I can confidently tell you there has never been a better time to buy a Surface.”

Consumer Reports didn’t provide the detailed data on their findings. Panay was defending the Surface Pro 4 and the Surface Book, we are not sure which devices were affected in the survey. Consumer Reports is refusing to provide the breakdown data on their findings.

Stay tuned for the updates.

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