Microsoft Loses Consumer Reports Recommendation on 4 Laptops
11 August, 2017, 00:37 | Author: Marjorie Miles
Consumer Reports is pulling its recommendation of four Microsoft laptops after one of its surveys found that users were complaining about problems with the devices.
The non-profit organization removed the "recommended" designation for Surface products after discovering that an estimated 25% of Surface owners part of its study experienced "problems by the end of the second year of ownership".
Issues reported with Surface devices included freezing, unexpected shut downs, issues with their touchscreens, and more.
In an emailed statement to Consumer Reports, Microsoft stated "We don't believe these findings accurately reflect Surface owners' true experiences or capture the performance and reliability improvements made with every Surface generation".
Apparently, select models under the Microsoft Surface line have underperformed. However, Consumer Reports says it also applies to the Surface Pro released earlier in the year.
The case is created to meet U.S. Military drop-test standards, a goal that UAG prefers for most of its products. In Consumer Reports' lab testing, the Surface series regularly earned high marks thanks to its performance and specifications. Surface revenues were down 2 percent during the last quarter, though there were expectations revenues would increase this quarter with newer models on the market. It appears that they have briefed a few news outlets, and Microsoft, ahead of publication. But unless there is sufficient evidence to show that the device is unreliable or malfunctioning, consumer buying confidence is unlikely to be affected by it that much.
"Consumers tell us that reliability is a major factor when they're choosing a tablet or laptop", says Simon Slater, Consumer Reports' survey manager. Consumer Reports bases its predictions for reliability on historic reports from older devices, then uses that to project how new hardware will hold up. 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. Traditionally, Microsoft had limited its involvement with laptops to providing Windows and left the hardware up to manufacturers like HP and Dell.
Microsoft disagrees with the Consumer Reports findings.
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