Microsoft’s Struggle: Why Consumer Reports Revokes Its Endorsement for the Surface Laptop

Microsoft, though a powerhouse in the realm of software, is a relative newcomer to the hardware industry. It seems the tech giant is finding it a challenging journey, as it strives to make its mark in a highly competitive landscape. On Thursday, in a surprising development, long-standing product reviewer, Consumer Reports, retracted its endorsement for Microsoft’s Surface Laptop and Surface Book models—available in both the 128GB and 512GB storage options.

This decision mirrors a similar event that occurred in December 2016. Consumer Reports issued a statement stating its refusal to endorse the MacBook Pros due to concerns about the battery lifespan, sparking controversy until Apple managed to rectify the problem. Upon the launch of the Surface Laptop, IFixit also downgraded the laptop’s ratings due to lack of reparability.

Consumer Reports’ decision to retract its endorsement was grounded in a recent survey exploring durability issues with Microsoft’s Surface devices. The survey included approximately 91,000 participants who had purchased new laptops and tablets between 2014 and early 2017. Findings revealed that an alarming 25% of Microsoft Surface devices developed technical issues within the first two years of usage. These problems ranged from random shutdowns to other technical failures, as reported by CNN.

Consumer Reports issued a statement stating, “Microsoft is relatively new to the hardware business, and this is the first year we’ve accumulated sufficient data to estimate the predicted reliability of the company’s laptop.” Despite a number of Microsoft products, such as the Surface Pro, earning high ratings in Consumer Reports’ lab evaluations, the publication steadfastly maintains that due to “poor predicted reliability,” it cannot recommend any Microsoft device as compared to other brands.

Reacting to the rating by Consumer Reports, a Microsoft spokesperson asserted, “The Microsoft Surface Pro is designed and crafted with performance and reliability in mind. Real-world return and support rates for past models significantly contradict Consumer Reports’ breakage predictability.”

Microsoft is not alone in falling short of Consumer Reports’ recommendations. The Tesla Model S and Apple’s MacBook Pro have also found themselves under similar scrutiny in the past. Notably, however, this is the first incident in two years in which Consumer Reports has revoked a laptop recommendation, the last instance being for Hewlett-Packard and Lenovo models due to irreparability issues.

In light of the survey, Apple continues to hold the top spot as the most reliable laptop and tablet brand. Jerry Beilinson, Consumer Reports’ editor, advised consumers voicing concern over the longevity of products to choose brands with higher predictability ratings.

It’s unsurprising that this development has not boded well for Microsoft. The central question remains—is Consumer Reports exaggerating by cautioning against the purchase of “any other” Microsoft-produced device?