They conducted a survey of 90,000 Surface users and have found out that 25% face problems with their devices within two years of usage. "Due to its comparatively higher breakage rate, Microsoft laptops can not be recommended by Consumer Reports at this time", the publication notes.
The spokesperson added that "Microsoft Surface Pro is designed and built with performance and reliability in mind" but has not yet clarified the "reliability improvements" made within the past two or three years. Instead, Microsoft forced Surface Pro 3 owners to pony up $450 for a refurbed unit. It says that the breakage rate for Surface devices is significantly worse than for similar products from other manufacturers.
The 128GB and 256GB versions of the Surface Laptop and the 128GB and 512GB versions of the Surface Book are losing their recommended status due to poor predicted reliability relative to their competitors, the release said.
Microsoft's estimated breakage rate for its laptops and tablets was higher than most other brands' and the difference was statistically significant enough to warrant this response.
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As much as I love my surface book it's extremely frustrating to have to constantly take a trip up to the Microsoft store to get my device replaced when my sister and friends have Macbooks that seem to last them years. "And people can improve their chances of getting a more dependable device by considering our brand reliability findings".
Building hardware is not a simple task and while Microsoft has had some experience in this segment with the Xbox and a few other devices, they are still relatively new to the game.
This is the first time in two years Consumer Reports removed a laptop recommendation when it pulled ratings for three Hewlett-Packard models and a Lenovo laptop due to fix histories.
What's hugely important to point out here is that Consumer Reports' retraction of its recommendation appears entirely dependent upon subscriber survey answers. The series is best known for its hybrid tablet PCs, which feature a large tablet-like display that can be anchored to an optional keyboard for additional versatility.
Microsoft, unsurprisingly, disagrees with CR.