Thursday, 19 October, 2017

Consumer Reports removes recommendation for Microsoft's Surface

Microsoft disputed the study saying the company’s return and support rates differ significantly from the Consumer Reports study Microsoft disputed the study saying the company’s return and support rates differ significantly from the Consumer Reports study
June Sullivan | 11 August, 2017, 00:38

The breakage rate of Surface devices is significantly worse than other laptops and tablets, Reuters explains, citing a new Consumer Reports study.

For example, a number of survey respondents said that they experience problems with their Surface during start-up, others complained that their machines froze or shut down unexpectedly and some said that the touchscreen we're responsive enough.

Microsoft seems hardly alarmed by the recommended rating pull out, believing that the findings do not reflect what actual Surface owners experience.

Keep in mind that Microsoft is relatively new to the hardware business, and this is the first year Consumer Reports had enough data to estimate predicted reliability for the company's laptops.

Microsoft also pointed out that the Surface Pro, for example, received high performance and versatility marks in Consumer Reports' laptop lab evaluations.

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. "Based purely on lab performance, the Surface Pro is highly rated when used either as a tablet or with a keyboard attached".

Microsoft's estimated breakage rate for its laptops and tablets was higher than most other brands'.

As parents and students look for new laptops this back-to-school season, Consumer Reports Magazine is cautioning about one popular brand.

The publication gauges reliability by surveying its subscribers about the products they use and own.

Ranjit Atwal at Gartner, who was not involved in the study, told The Reg that Surface devices have "evolved" since the originals and that they were only first or second gen devices, so comparing them to more established PCs is a little bit unfair.

Also, we all know that the Surface line has earned its licks for all of the above listed issues - not that we personally have experienced many during our time reviewing Surface products and since.

When Microsoft held an event a year ago, everybody thought that they were going to announce the Microsoft Surface Smartphone but that did not happen. Of course, a Microsoft representative provided Consumer Reports with a public statement via email.

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