Microsoft's Surface computers lose Consumer reports backing

Microsoft Surface laptop computers sit on display during an event in New York. Consumer Reports pulled its recommendation of four of the laptops

Consumer Reports pulled its Microsoft Surface tablet and laptop recommendations

Some survey respondents said they experienced problems with their devices during startup while others commented that their systems froze or shut down unexpectedly.

The consumer advocacy group said Thursday that it can no longer recommend Microsoft laptops or tablets because of poor reliability compared to other brands.

However, Microsoft told CNN Tech it doesn't believe the findings accurately reflect Surface owners' "true experiences".

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

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This retraction does not appear to be based on actual testing from within the Consumer Report labs.

"Consumers tell us that reliability is a major factor when they're choosing a tablet or laptop", says Simon Slater, Consumer Reports' survey manager.

Microsoft, as you know, is relatively new to the hardware game. 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.

The mag claims that the differences in estimated breakage rates between the devices of "most other brands" is "statistically significant".

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Consumer Reports has announced it's pulling its recommendations on four Surface systems due to extremely high failure rates. "We are committed to ensuring the premium Surface experience for all of our customers across the entire family of devices". But unless there is sufficient evidence to show that the device is unreliable or malfunctioning, consumer buying confidence is unlikely to be affected by it that much. Frozen computers, unexpected shutdowns and unresponsive screens were noted as complaints. It released its first Surface tablet just five years ago.

Consumer Reports surveyed owners of about 90,000 tablets and laptops purchased new between 2014 and the first quarter of 2017.

Though it shouldn't go down without a fight, Microsoft is up against some pretty stiff competition with this Consumer Reports study.

What's hugely important to point out here is that Consumer Reports' retraction of its recommendation appears entirely dependent upon subscriber survey answers.

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