According to Panay, “While we respect Consumer Reports, we disagree with their findings. Surface has had quite a journey over the last few years, and we’ve learned a lot. In the Surface team we track quality constantly, using metrics that include failure and return rates – both our predicted 1-2-year failure and actual return rates for Surface Pro 4 and Surface Book are significantly lower than 25%.”
He also cites how customer satisfaction surveys have indicated that 98% of Surface Pro 4 owners and Surface Book owners are satisfied with their devices, and that the Surface Laptop and Surface Pro are still receiving “rave reviews”. For those hearing about this for the first time, Consumer Reports is claiming that the Surface series of devices are not stable, and that 25% of Surface owners were likely to face problems by the end of the second year of owning them.
That being said, this isn’t the first time that Consumer Reports has changed their mind when it comes to recommending a product, like they did last year for Apple’s MacBook Pros, but they did change their minds later, so perhaps it could be the same for Microsoft as well.