Consumer Reports announced on Thursday that it’s no longer recommending Microsoft Surface tablets and laptops. According to the site, it conducted a survey that showed people considered it to be unreliable. It stated that the hardware is less reliable compared with most brands.
Consumer Reports found that 25 percent of users encountered problems after owning Surface for two years. The issues would include unexpected shutdowns, freezing and touchscreen issues.
But Microsoft disputed it. In a statement:
“We don’t believe these findings accurately reflect Surface owners’ true experiences or capture the performance and reliability improvements made with every Surface generation.”
In the annual survey, Apple surpassed other companies and became the most reliable computer. However, Apple, too, had an issue with Consumer Reports before when it stated that its MacBook Pro’s battery life didn’t satisfy the company’s promises.
Microsoft positioned Surface products as its best Windows hardware because it combines excellent design and best possible software experience. Recently, it introduced Surface laptop and upgraded Surface Pro.
But Consumer Reports didn’t release a product review yet of those latest products. Microsoft Surface issues could likely be the result of bugs and crashes that affected older devices, such as Surface Book and Pro 4.
Should Surface owners worry?
For some experts, Surface is still an excellent product, as long as you can afford its hefty price tag. It’s a worthy alternative to Apple product.
Although you could expect some hiccups, Surface could offer positive experiences. Things got better through its recent updates of every device.
When Microsoft launched Surface Book, it received a chorus of complaints because of its random crashes and bugginess. Last year, it updated its software to resolve the worst problems.
The company also apologized for taking a long time for it to fix those issues.
Since then, however, the Surface products are nice and stable. Although there are issues, they didn’t encounter major incidents.
The Consumer Reports survey measured those failures after a two-year period of ownership. That said, it reviewed older Surface devices and not those better or more stable models. Surface Studio and Surface Pro offer rock-solid performance and experience.
Some doubted the findings of Consumer Reports. But experts still recommend it, especially to individuals who want a Windows-powered computer that’s a good alternative to Mac.
Microsoft may improve its effort in pushing its Surface products, just like what happened with Apple last year when Consumer Reports downgraded its review on MacBook Pro because of battery life issues.
On Thursday, Microsoft wrote a post with a title “We Stand Behind Surface.” It insisted that most users are happy with their Surface devices:
“While we respect Consumer Reports, we disagree with their findings. Surface has had quite a journey over the last few years, and we’ve learned a lot. In the Surface team we track quality constantly, using metrics that include failure and return rates – both our predicted 1-2-year failure and actual return rates for Surface Pro 4 and Surface Book are significantly lower than 25%. Additionally, we track other indicators of quality such as incidents per unit (IPU), which have improved from generation to generation and are now at record lows of well below 1%.”