Consumer Report recently announced that it would not recommend the Surface devices including the latest Surface Book 2, as the devices are not reliable. Microsoft’s Surface chief Panos Panay recently wrote a blog post to defend the company’s Windows 10 hardware business and today Microsoft has once again challenged the consumer group.
The consumer report claimed that more than 25 percent of Microsoft Surface devices suffer from reliability issues. As the previous models of the Surface lineup were suffering from reliability issues, the company isn’t planning to test or recommend the latest Surface Book 2.
As it is hard to forget what Consumer Reports said about the Surface devices, Microsoft has challenged the group and claims that the Surface devices are very reliable, “every generation of Surface keeps getting better,” the company said in a statement. The company also blamed that the consumer group tested the Surface devices just like home appliances.
“One of the things you’re seeing is the reliability of our products over time, with every generation getting better and better and better. We’re talking about incidents per device of less than 0.001%,” says Ryan Gavin, Microsoft’s general manager for Surface.
Microsoft has revealed that fewer than 1 in 100,000 of new Surface devices has had any technical issue, meaning that the reliability score for Surface is 99.99 percent. On the other hand, Consumer Report claims that it had surveyed 90,000 owners and learned that 25% of surveyed users expect their Surface devices to suffer from reliability issues.
“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. This is not consistent with our ongoing testing and we have a good ongoing conversation with them,” he added.