Consumer Reports pulls recommendation for Microsoft laptops, tablets

Estimated Breakage Rate Image from Consumer Reports via ZDNet

"Microsoft Surface Pro is designed and built with performance and reliability in mind", Microsoft told CNBC.

But after a new survey of thousands of subscribers, Consumer Reports is no longer recommending any Microsoft laptop or tablet, including the popular Surface. As such, this is the first year that Consumer Reports has had enough data to estimate predicted reliability for its laptops. They include the Microsoft Surface laptop (both the 128 GB and 256 GB models) and the Microsoft Surface Book (128 GB and 512 GB models).

Several Microsoft products have performed well in CR labs, including the new Microsoft Surface Pro, which earned Very Good or Excellent scores in multiple CR tests.

Consumer Reports has conducted its annual reliability study since 1952, starting with cars.

Some survey respondents said they experienced problems with their devices during startup while others commented that their systems froze or shut down unexpectedly. Microsoft initially refused to service these systems at all, breaking a promise the head of Surface had made about MS offering a $200 battery replacement plan. The publication added that Microsoft's reliability scores don't necessarily reflect hardware performance in general. I've have 2 surface pro 3's that had to be replaced and when the surface book came out I chose to upgrade to that and have had to replace that one 4 times because of "manufacturers defect" (I think that's what they referred to it as). Microsoft tackles these issues by providing the firmware updates.

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In a statement, Microsoft denied that the outlet's findings reflected real-world usage among Surface users. The consumer group says that poor predicted reliability for the Surface range means that it is pulling its "recommended" tag.

Worth noting here is that this is not the first case where Consumer Reports has pulled recommendations.

The decision by Consumer Reports applies to Microsoft devices with detachable keyboards, such as the new Surface Pro released in June and the Surface Book, as well as the company's Surface Laptops with conventional clamshell designs.

What are your thoughts about Microsoft's Surface lineup?

Unsurprisingly, Microsoft doesn't agree with the review company's stance.

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