Microsoft Surface devices fail on reliability

11 August, 2017, 00:41 | Author: Jeannette Greene
  • Microsoft disputed the study saying the company’s return and support rates differ significantly from the Consumer Reports study

According to Reuters, Consumer Reports found that the breakage rate for Surface devices is "significantly worse" thank other manufacturer's laptops and tablets. New studies conducted by the Consumer Reports National Research Center estimate that 25% of Microsoft laptops and tablets will present their owners with problems by the end of the second year of ownership. The problems include issues with the devices starting up, machines that freeze or shut down unexpectedly, or that their touchscreens weren't responsive enough.

CNBC reviewed the new Surface Pro in June and found that, while it was a powerful tablet that also doubles as a competitive laptop, the configuration options are far more expensive than what most consumers could buy from Microsoft's competitors.

"Every generation of Surface surpasses its predecessors in performance and in reliability", a Microsoft statement claims. It also claims it can not recommend Microsoft devices with detachable keyboards (ie, the June Surface Pro) or clamshell Surface laptops.

This retraction does not appear to be based on actual testing from within the Consumer Report labs. CR told us they numbered "at least 300", but would not disclose the exact number. It appears that they have briefed a few news outlets, and Microsoft, ahead of publication.

In total, the company surveyed 90,000 tablet and laptop owners, but it's unclear how many of them were Surface holders. It seems that the breakage rate was considerably higher compared to other brands. Because of this, Consumer Reports can not recommend the devices.


My own personal preference stands with purchasing Surface product only if you need the extra battery life and portability factor. Apple Inc had the most reliable devices, Beilinson said.

When Microsoft held an event previous year, everybody thought that they were going to announce the Microsoft Surface Smartphone but that did not happen.

The publication said "a number of Microsoft products" have performed well in its lab tests but noted predicted reliability is also important to consumers.

What's hugely important to point out here is that Consumer Reports' retraction of its recommendation appears entirely dependent upon subscriber survey answers.

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