After survey results showed that users were experiencing issues with their devices, Consumer Reports decided they could no longer recommend four Microsoft (NASDAQ:$MSFT) laptops, and pulled them from their list.
Comments made by the product review group on Thursday explain that recommendations were pulled due to lackluster reliability relative to other brands.
Microsoft, however, doesn’t believe these reviews accurately represent the true user experience of surface owners, as they stated in an email to USAToday.com:
“Surface is designed and built with performance and reliability in mind. We extensively test hardware and software to ensure that customers can be confident in their Surface devices.
Although Consumer Reports maintained their stance on the performance of Microsoft’s devices in technical tests, online surveys found recurring issues among users, such as start-up and freezing issues. From data collected, the product review group estimates that 25% of Microsoft laptops will experience reliability issues within two years of ownership.
However, breakage and reliability issues are loosely defined as any issues that impede owners from using the computer as expected, so the underlying issues could be far less dramatic than assumed.
Devices that will lose their recommendations will be the Microsoft Surface Laptop (128GB & 256GB) and Microsoft Surface Book (128GB & 512GB) in all memory capacities.
This places more pressure on Microsoft’s products in the long run, as this is the first time Consumer Reports has revised its recommendation ratings in such a way since an Asus (TPE:$2357) Device in 2014.
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