The good news is that Microsoft appears to have gotten on top of the issue internally, but one wonders whether the company's own confidence in launching innovative products such as the detachable Surface Book, which had a 16% return rate due to reliability issues, has been dented for a long time going forward, and whether this killed interesting products such as their foldable phablet.
According to new studies that were conducted by the Consumer Reports National Research Center, 25 percent of the owners of the Microsoft Surface laptops and tablets will experience problems with the devices two years after the date of purchase.
Consumer Reports typically assembles at least 300 responses in its poll data, along with a spokesperson confirmed to The Verge that "our data on Microsoft was well over that threshold".
The company released an email in which the company states that the report is not accurate. "We don't believe these findings accurately reflect Surface owners' true experiences or capture the performance and reliability improvements made with every Surface generation". "And that, contrary to that, my Surface Pro 4 has never had any issues at all".
This is why today's Consumer Reports survey is disappointing.
Microsoft's Surface family suffered a major blow Thursday, August 10, as Consumer Reports not only pulled its recommendation forallSurface-branded products, but moved them into the dreaded "not recommended" category.
Both the Surface Laptop, 128GB and 256GB versions, and the Surface Book, 128 and 512GB versions, are losing their previous recommendations on account of their unusually high failure rates.
Noting that Microsoft is "relatively new to the hardware business", the publication said this was the first year it has had ample data to calculate reliability figures for the company's Surface devices. Lab performance results were positive for Microsoft laptops, but customers need more: reliability. "Based purely on lab performance, the Surface Pro is highly rated when used either as a tablet or with a keyboard attached".
While we respect Consumer Reports, we disagree with their findings.
Consumer Reports withdrew its recommendation for several Microsoft Surface devices, citing "poor predicted reliability" as the cause for the change of heart. That's also why it's concerning that it would pan the reliability of a whole line of computers without telling us exactly how many people actually had problems, and what the problems were.