Microsoft Surface phone with a metal body - new patent

15 August, 2017, 00:57 | Author: Marjorie Miles
  • Consumer Reports Says 25 per cent of Microsoft Surface Devices Have Problems After 24 Months

The non-profit publication surveyed 90,000 tablet and laptop owners and found that an estimated 25 percent of those with Microsoft Surface devices would be presented with "problems by the end of the second year of ownership".

Thurrott.com has seen an internal Microsoft memo that indicates that the software giant is readying a broader campaign to undercut this past week's news from Consumer Reports.

According to Thurrott, Microsoft had tried to blame its hardware problems on Intel. However, he told recipients in the undated memo that Microsoft (msft) has worked to address the apparent defects that caused users to return them, and the entire Surface line of devices now have an "incidents per unit" rate of less than 1%.

In response, Microsoft defended the reliability of its products, claiming that the products' fail rates are far lower than CR's estimates. They reportedly remained "confused" about Nadella's claims of problems with the Intel Skylake chips (the ones that power the two Surface devices in question).

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In addition to removing the recommended tags from the four products, CR said it would not be recommending any of Microsoft's Surface devices.

The good news is that Microsoft appears to have gotten on top of the issue internally, but one wonders whether the company's own confidence in launching innovative products such as the detachable Surface Book, which had a 16% return rate due to reliability issues, has been dented for a long time going forward, and whether this killed interesting products such as their foldable phablet.

"We stand behind Surface" is the title of the blogpost issued by Panos Panay, Microsoft's vice president of devices. It also provides greater insight into why Microsoft believes the Consumer Reports recommendations are incorrect.

The leaked memo also included some new data about worldwide return rates for Surface devices, which according to Panay "have consistently decreased over the past 12 months". Apparently, Microsoft's custom drivers and settings were the real sources of trouble. He asserted that feedback such as that provided by Consumer Reports "pushes us to obsess more about our customers".

Bryce Harper Out Indefinitely, Suffers No Knee Damage
From Rotoworld: Stratton allowed three runs - two earned - over five innings Saturday in a no-decision versus the Diamondbacks. When Harper left the stadium, he was walking on his own power in the Nationals' clubhouse around 1:45 a.m.

Thurrott's report says that, some time past year, CEO Satya Nadella met with executives at Lenovo.

I've asked Microsoft for comment on the leaked memo. Panay wrote, "These improvements were unfortunately not reflected in the results of this survey", referencing the recent research done on the device by Consumer Reports.

"We take quality seriously", he says, "conducting rigorous reliability testing during development to forecast failure and return rates, which are then continually viewed against [real world data] post-launch".

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