Fears Raised Over Microsoft Surface Reliability

Fears Raised Over Microsoft Surface Reliability

Several Microsoft products have performed well in CR labs, including the new Microsoft Surface Pro, which earned Very Good or Excellent scores in multiple CR tests.

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

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". It claims that the data used by Consumer Reports is not the overall return and fix rates of the Microsoft Surface devices, with the 25 percent breakage rate nothing more than an estimate.

Consumer Reports pulled its recommended rating on the Surface Laptop (128G and 256GB versions) and the Surface Book (128GB and 512GB).

In a subsequent blog post Panos Panay, corporate vice president of Microsoft Devices, said the Consumer Reports survey was "disappointing".

'If you are very concerned about how long your products are going to last, it might be better for you to go with a brand that has a higher predicted reliability, ' Jerry Beilinson, electronics editor at the consumer goods testing publication, said in an interview. It is not clear if Microsoft issues with its Surface apparatus were a part of these issues or not, as details haven't been provided by Consumer Reports.

Altogether, the reliability issues made Microsoft a statistical outlier compared with other brands. "And people can improve their chances of getting a more dependable device by considering our brand reliability findings".

You might want to hold off on buying a Microsoft (NASDAQ: MSFT) Surface tablet or laptop.

Since then, the company has released a series of new Surface tablets and laptops, including the well-reviewed Surface Pro, which launched in May. That put the company's hardware in last place when compared to eight other device manufacturers, while Apple was ranked number one with a two-year breakage rate of 10 percent.

Microsoft, however, has denied Consumer Reports' findings of poor Microsoft Surface reliability, claiming that the results do not accurately reflect the true experience of owners and the real-world performance of the devices.

The study is also used to determine the reliability of products like refrigerators, lawn mowers, televisions and more. Consumer Reports refuses to break down its information to reveal how many elderly devices are contained in its own name, and the split between laptops and tablets.



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