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News Worms


Consumer Reports removes all Surface devices from their 'Recommended' status

Consumer Reports removes all Surface devices from their 'Recommended' status

Considering that Microsoft is making a big push into this space, a downgraded rating from Consumer Reports is likely going to impact sales.

While the consumer group said the Microsoft machines did well in laboratory testing, a subscriber survey of future reliability found problems with their devices at start-up, some respondents said their machines froze or shut down unexpectedly, and others said their touch screens weren't responsive enough.

The four laptops losing their previous recommended status are the Microsoft Surface Laptop (128GB and 256GB versions) and Microsoft Surface Book (128GB and 512GB versions). Most recently, the company unveiled the Surface Laptop, a portable option for students, and updated the Surface Pro, a laptop with a touchscreen. From reddit's Microsoft Surface subreddit, user UTese shared his history with Surface Pro repairs.

Unsurprisingly, Microsoft doesn't like the findings. That prediction is based on surveying the company's own subscribers who own current Microsoft hardware, and collating details on any issues they might have encountered.

However, Microsoft told CNN Tech it doesn't believe the findings accurately reflect Surface owners' "true experiences". According to CR, this is the first time Surface products have been popular enough for the company to gather data from its readers on their long-term reliability and service requirements.

Microsoft also pointed out that the Surface Pro, for example, received high performance and versatility marks in Consumer Reports' laptop lab evaluations. However, Consumer Reports claims it's a statistically significant difference from the annual breakage rate for other brands.

"Microsoft's real-world return and support rates for past models differ significantly from Consumer Reports' breakage predictability", Microsoft said in an emailed statement to Consumer Reports. According to the details provided, Consumer Reports states that it is hard to give a recommendation to this product due to the number of reliability complaints received from it.

Still, the predicted reliability statistics, which are built on the survey responses, are important to users, the release said, and are a major factor in buying decisions.

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