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Consumer Reports removes recommendation for Microsoft's Surface

11 August, 2017, 00:25 | Author: Jan Cross
  • The Microsoft logo on a building in Issy-les-Moulineaux

"Due to its comparatively higher breakage rate, Microsoft laptops can not be recommended by Consumer Reports at this time", the publication notes.

"25 percent of Microsoft laptops and tablets will present their owners with problems by the end of the second year of ownership", Consumer Reports said, noting this warning applies even to Microsoft's brand new devices that launched just a couple of months ago. Due to these issues throughout the year, Consumer Reports has today withdrawn all Microsoft Surface devices from their "recommended" status for devices. "We survey our subscribers every year about numerous products they own".

At the heart of the issue is "poor predicted reliability" according to Consumer Reports, which says it has concerns as to how the Microsoft notebooks and tablets will hold up in comparison to rival hardware. The differences were "statistically significant", we're told, which is why Microsoft lost the "recommended" designation. Said subscribers - from a total of 90,741 surveyed between 2014 and early this year - have reported issues during device startup as well as freezing and random shutdown problems. Consumer Reports (CR) has traditionally been part of that fan club, giving various devices a place on its recommendations list.

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A Consumer Reports spokesperson told The Reg that using the data it collected, the mag made a prediction of the breakage rate for Microsoft devices without a service contract using some "statistical models" that account for the number of hours devices are used per week. As you might imagine, Microsoft is already responding against these findings, stating that the company does not believe that the study "accurately reflects Surface owners' true experiences".

Are you looking for a little more rugged edge to your shiny new Surface Laptop? Apple laptops and tablets came out on top in Consumer Reports' reliability surveys. In Consumer Reports' lab testing, the Surface series regularly earned high marks thanks to its performance and specifications. Considering that Microsoft is making a big push into this space, a downgraded rating from Consumer Reports is likely going to impact sales.

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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