The Surface devices, a category that Microsoft created as the software giant entered the hardware market in 2012, are two-in-one products with a tablet and removable keyboard. Consumer Reports (CR) has traditionally been part of that fan club, giving various devices a place on its recommendations list. First, Consumer Reports is pulling the "Recommended" status on four systems: The Surface Laptop (128GB and 256GB) and the Surface Book (128GB and 512GB) are no longer preferred options.
Consumer Reports surveyed owners of about 90,000 tablets and laptops purchased new between 2014 and the first quarter of 2017.
"Microsoft's real-world return and support rates for past models differ significantly from Consumer Reports' breakage predictability".
"Every generation of Surface surpasses its predecessors in performance and in reliability", a Microsoft statement claims.
Shares of Microsoft were last seen down 0.6% at $72.05, with a consensus analyst price target of $80.19 and a 52-week range of $55.61 to $74.42.
Hold off on buying a Microsoft Surface tablet or laptop.
We can't say we've personally observed any problems, but that's what makes data sets like Consumer Reports' so useful.
Microsoft also pointed out that the Surface Pro, for example, received high performance and versatility marks in Consumer Reports' laptop lab evaluations. The decision particularly impacts the latest Microsoft Surface Laptop and the Surface Book, which the reviews organization had initially awarded its coveted "recommended" designation. "And people can improve their chances of getting a more dependable device by considering our brand reliability findings".
However, many shoppers care as much about reliability. It said that some Surface owners had reported startup problems, frozen machines, unexpected shutdowns or unresponsive touchscreens.
In lab tests, though, many Surface products performed well. It appears that they have briefed a few news outlets, and Microsoft, ahead of publication.