Consumer Reports has today announced that it will stop recommending Microsoft’s Surface PC due to reliability concerns which revealed that 25 percent of Surface owners have experienced issues within the first two years after purchase.
As you would imagine Microsoft is disputing the claims explaining that “We don’t believe these findings accurately reflect Surface owners’ true experiences or capture the performance and reliability improvements made with every Surface generation.”
Consumer Reports’ Decision
From this month onwards Consumer Reports is removing the highly acclaimed “recommended” badge from Microsoft’s full range of Surface PCs due to the hardware issues which have been reported by users and as Consumer Reports states make the Surface range “significantly less reliable than most other brands.”
The non-profit publication explained more about how they had come to the conclusion:
These conclusions are based on our breakage rate estimates for laptops by the end of the second year of ownership, gathered from subscribers’ experiences with 41,304 laptops purchased new between 2014 and the first quarter of 2017.
This decision by Consumer Reports is significant because it impacts consumer trust and purchasing decisions. The Surface line, known for its sleek design and powerful performance, has been a popular choice among professionals and creatives. However, the reported issues, which include problems like freezing, unexpected shutdowns, and touch screen failures, have raised concerns about the long-term reliability of these devices.
Microsoft’s Response
Microsoft has responded to the report by emphasizing the improvements made in newer models of the Surface line. They argue that the data used by Consumer Reports may not accurately reflect the current state of Surface devices. Microsoft has invested heavily in enhancing the durability and performance of their hardware, and they believe that these efforts have significantly reduced the issues reported in earlier models.
In a statement, Microsoft said, “We are proud of the high performance and reliability of our Surface devices and stand firmly behind our products. We are committed to ensuring our customers have a great experience with their Surface PCs.”
Despite Microsoft’s assurances, the decision by Consumer Reports could influence potential buyers who rely on the publication’s recommendations. The Surface line includes a variety of models, such as the Surface Pro, Surface Laptop, and Surface Book, each catering to different user needs. The removal of the “recommended” badge may lead consumers to consider alternative brands that have a better track record for reliability.
Impact on Consumers
For current Surface owners, the report might be a cause for concern. If you own a Surface device, it’s essential to keep your software updated and to take advantage of any warranty or support services offered by Microsoft. Regular maintenance and prompt attention to any issues can help mitigate some of the reliability problems reported.
Have you experienced problems with your Microsoft Surface PC? If you have, leave your thoughts about the latest move by Consumer Reports in the comments below. Sharing your experiences can help other consumers make informed decisions and can also provide valuable feedback to Microsoft.
In conclusion, while the Consumer Reports’ decision to stop recommending Microsoft Surface PCs highlights significant reliability concerns, it also underscores the importance of continuous improvement and customer feedback in the tech industry. Microsoft’s response indicates their commitment to addressing these issues, but only time will tell if their efforts will restore consumer confidence in the Surface brand.
Source: Verge
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