Published: Thu, August 10, 2017
Sci-tech | By Carrie Guzman

Consumers Reports pulls Microsoft laptop recommendation

Consumers Reports pulls Microsoft laptop recommendation

Recent studies suggest that a quarter of laptops and tablets from Microsoft will present problems for users within two years of ownership. The decision particularly impacts the latest Microsoft Surface Laptop and the Surface Book, which the reviews organization had initially awarded its coveted "recommended" designation. 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 now dominated by Apple.

With Apple, consumers keep buying the MacBook Pro because it's well designed hardware and for the most part reliable with great service to back it up.

Consumer Reports has withdrawn its recommendations for Microsoft's Surface laptop and 2-in-1 range, citing concerns about reliability after polling owners.

However, Consumer Reports is now walking back its recommended rating after receiving tens of thousands of responses from its subscribers. At issue, the publication says, is the "predicted reliability" of the Microsoft machines compared to most other brands, which Consumer Reports said was worse by a "statistically significant margin." .

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Apple stands out as being the most reliable laptop brand. "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. Of course, the nature of consumer tech is that something will probably go wrong for a subset of devices over the course of their typical use. This includes the new Surface Pro.

"Microsoft's real-world return and support rates for past models differ significantly from Consumer Reports' breakage predictability", Microsoft said in an emailed statement to Consumer Reports.

I'm still waiting on the original report from Consumer Reports. The Surface still remains one solid device, and firmware fixes for reported issues have been relatively timely.

We'd love to hear about your Surface device problems, or the lack of them, and how Microsoft has responded if you've tried to get them fixed.

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