Consumer Reports is withdrawing its recommendation for four Microsoft Corp. laptops and tablets after a survey showed that a quarter of them pose problems for their owners after only two years.
The report, which covers two versions each of the Surface Laptop and Surface Book, said the devices showed “poor predicted reliability in comparison to most other brands.” While the consumer group said the Microsoft machines did well in laboratory testing, a subscriber survey of future reliability found problems with their devices at start-up, some respondents said their machines froze or shut down unexpectedly, and others said their touch screens weren’t responsive enough.
Microsoft said in a statement that it doesn’t “believe these findings accurately reflect Surface owners’ true experiences.”
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. In May, Microsoft unveiled the fifth version of its Surface Pro, the biggest seller among those devices, with more powerful chips and better battery life, in a bid to reverse declining sales. It also launched its first true laptop in May, aiming to compete with Apple Inc.
Consumer Reports said the study was based on data from 90,741 tablets and laptops that subscribers bought new between 2014 and the beginning of 2017.