Microsoft Surface devices fail on reliability

A Surface Phone concept

In a surprise report, Consumer Reports discovered roughly 25 percent of users have struck problems by the end of their next year of possession and surveyed 90,000 tablet and notebook owners.

The Consumer Report national center Research surveys Microsoft owners and their response was not so positive.

The Surface Pro 4 and Surface Novel experienced problems with sleep reliability, and Consumer Reports asserts some people have problems starting up their devices or have experienced them freeze and shutdown. Specifically, the decision covers the 128 GB and 512 GB models of the Microsoft Surface Book and the 128 GB and 256 GB models of the Microsoft Surface Laptop.

Microsoft asserts that the Surface Pro 4 and Surface Novel rank high in customer satisfaction based on commissioned research from IPSOS, but that may do little to alter Consumer Reports' recommendation. 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.

The company released an email in which the company states that the report is not accurate.

The breakage rate for Microsoft Corp´s Surface devices is significantly worse than for other manufacturers" laptops and tablets, Consumer Reports said, adding that it was removing its "recommended' designation for Surface products.

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Consumer Reports last pulled laptop recommendations in 2015, when ratings were removed for two Hewlett-Packard laptops and one made by Lenovo.

'We don´t believe these findings accurately reflect Surface owners´ true experiences or capture the performance and reliability improvements made with every Surface generation, ' the company said in a statement. 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.

The Surface devices serve as a face for the company and exemplify how Microsoft´s manufacturing partners can build hardware around the Windows 10 operating system. Surface revenues were down 2 percent during the last quarter , though there were expectations revenues would increase this quarter with newer models on the market.

However, "c$3 onsumers tell us that reliability is a major factor when they're choosing a tablet or laptop", according to Consumer Reports survey manager Simon Slater.

The study is also used to determine the reliability of products like refrigerators, lawn mowers, televisions and more.


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