Microsoft Surface Devices Fail Consumer Reports Reliability Tests
In a fairly short but to-the-point tweet on Thursday morning, Reuters revealed that Microsoft Surface devices have underwhelmed in Consumer Reports’ reliability tests.
JUST IN: Microsoft Surface devices fail Consumer Reports reliability tests
— Reuters Tech News (@ReutersTech) August 10, 2017
According to Reuters, Consumer Reports found that the breakage rate for Surface devices is “significantly worse” thank other manufacturer’s laptops and tablets. Consumer Reports added that it is removing its “recommended” designation for Surface products.
The nonprofit consumer advocacy group surveyed 90,000 laptop and tablet owners and found that around 25 percent of Microsoft Surface device owners would be face with “problems by the end of the second year of ownership.” Common problems cited include freezing, unexpected shutdowns, and issues with the touchscreen, among others.
“If you are very concerned about how long your products are going to last, it might be better for you to go with a brand that has a higher predicted reliability,” Jerry Beilinson, an electronics editor at Consumer Reports said in an interview with Reuters.
All in all, Consumer Reports said that Microsoft’s products were a “statistical outlier” when compared to other laptop and tablet brands that were included in the survey.
Apple was found to have the most reliable devices.
In a statement to Reuters, Microsoft (of course) came out swinging, saying that their return rates and customer support rates differ greatly from what Consumer Reports survey found. “We don’t believe these findings accurately reflect Surface owners’ true experiences or capture the performance and reliability improvements made with every Surface generation,” the company said.
Though it shouldn’t go down without a fight, Microsoft is up against some pretty stiff competition with this Consumer Reports study. Beyond its annual 65-year-old consumer survey, Consumer Reports bases its findings on actual product testing done by engineers and technicians with “years and sometimes decades of expertise in their field,” the group explained on its website.
The testing process involves those individuals living with the products for several weeks, putting them through a string of tests using scientific measurements, as well as subjective tests that mimic the user experience.
“We use a product as any consumer would,” Consumer Reports explained. “For example, we assess how long a laptop computer's battery will last when running everyday applications, such as word processing and photo editing, or how quickly a digital camera can shoot photos at a fast-moving soccer game.”
Point being: Consumer Reports’ method of testing product is extremely reliable.
And that’s awful news for a company that just released what’s considered one of their strongest product lineups in quite some time with the Surface Studio (pictured above) and the gorgeous new Surface Pro. Those products, along with the rest of the Surface lineup, were supposed to help Microsoft eat away at the laptop and tablet market share (both revenue- and shipment-wise), which is currently dominated by Apple.
That’s going to be a tough task without the support of an organization that consumers continually turn to for product advice.