As a result, Consumer Reports has removed the recommendation for the 128GB, 256GB Surface Laptop, and the 128GB and 512 GB Surface Book. In all these years, we've seen four generations of the Surface Pro, a Surface RT model, the introduction of Surface Book, a Surface Studio all in one PC, and more recently a new Surface device dubbed the Surface Pro.
At the heart of the issue is "poor predicted reliability" according to Consumer Reports, which says it has concerns as to how the Microsoft notebooks and tablets will hold up in comparison to rival hardware.
The non-profit consumer publication surveyed 90K laptop and tablet owners and found that 25% of respondents with Surface products would experience "problems by the end of the second year of ownership". "Due to its comparatively higher breakage rate, Microsoft laptops can not be recommended by Consumer Reports at this time", the publication notes.
For its part, Microsoft does refute the findings, not that we would expect them to say anything different, and says that their return and support rates differ from the findings in the Consumer Report Survey. In fact, Surface products are "significantly less reliable than most other brands".
Meanwhile, the Surface devices were found to freeze, unexpectedly shut down or have issues with their touchscreens, Beilinson told Reuters, noting that the reliability issues made Microsoft "a statistical outlier compared with other brands". "Based purely on lab performance, the Surface Pro is highly rated when used either as a tablet or with a keyboard attached", the release said.
Though it shouldn't go down without a fight, Microsoft is up against some pretty stiff competition with this Consumer Reports study.
Consumer Reports said that responses to its annual survey revealed that consumers weren't pleased with their Microsoft products during the lifetime of ownership.
Consumer Reports is not specifically fingering the Windows 10 software that runs the Surface machines (and obviously numerous other laptops), but rather issues with the laptops themselves.
Microsoft said in a statement that it doesn't "believe these findings accurately reflect Surface owners' true experiences".