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Earlier this year, Consumer Reports pulled its recommended label for Microsoft’s Surface Laptops and tablets, including the newly minted Surface Laptop and Surface Pro. Microsoft denied the accuracy of the findings and argued that its products had improved in reliability. Earlier this month, Microsoft announced their new Surface Book 2 device. But Consumer Reports said that they will not be able to recommend it until they test it in their labs.
Ryan Gavin, general manager for Surface in an interview to ZDNet has claimed that fewer than 1 in 100,000 of new Surface devices have gone wrong. This is a bold claim and there’s a possibility that his numbers are not 100% accurate. There’s a chance that Microsoft has a different methodology for counting reliability issues. He pointed out that reliability issues of newer Surface devices including Surface Studio and Surface Laptop were less than 0.001%.
“We thought it was unfortunate the report that Consumer Reports put out, partly used the methodology that is consistent with how you evaluate home appliances and applied it to laptops. That would be like [asking] ‘Has your dishwasher behaved unexpectedly in the past two years?’ and if the answer was ‘Yes’, you’d be deemed unreliable.”
According to Microsoft’s internal telemetry, Surface devices have never been more reliable and with every generation the reliability score of Surface devices is increasing. If you recently bought a new Surface device, please share your experience with it in the comments section below.