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10 August 2017, 06:38 | Justin Tyler
Microsoft disputed the study saying the company’s return and support rates differ significantly from the Consumer Reports study
Consumer Reports is removing its "recommended" designation from four Microsoft laptops and can not recommend any other Microsoft laptops or tablets because of poor predicted reliability in comparison to most other brands. The devices losing their "recommended" status are the Surface Laptop (128GB and 256GB versions) and Surface Book (128GB and 512GB versions). "Microsoft is relatively new to the hardware business, and this is the first year we've had enough data to estimate predicted reliability for the company's laptops", the release 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.
Consumer Reports says Apple has the most reliable devices. "Due to its comparatively higher breakage rate, Microsoft laptops can not be recommended by Consumer Reports at this time", the publication notes.
In a statement to Reuters, Microsoft (of course) came out swinging, saying that their return rates and customer support rates differ greatly from what Consumer Reports survey found. "Laptops and tablets ... made by Microsoft were significantly less reliable than most other brands".
I'm still waiting on the original report from Consumer Reports.
Among the real-world issues with Surface products reported in the survey were touchscreen failures, freezing problems, and system crashes, while some said they had encountered problems just getting the devices to reliably boot up.
Surface is designed and built with performance and reliability in mind.
Consumer Reports said that responses to its annual survey revealed that consumers weren't pleased with their Microsoft products during the lifetime of ownership. Considering that Microsoft is making a big push into this space, a downgraded rating from Consumer Reports is likely going to impact sales. Microsoft said the findings don't accurately reflect Surface owners' "true experiences".
Though it shouldn't go down without a fight, Microsoft is up against some pretty stiff competition with this Consumer Reports study.
However, lab tests performed by Consumer Reports seemed to show the Surface products performing well in many categories.
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