Here’s what Microsoft says internally about reliability of Surface laptops

2 minute read

Home » News » Here’s what Microsoft says internally about reliability of Surface laptops

A leaked memo from Microsoft has revealed what the company thinks about the quality and reliability of its Surface products. The memo, which was received by, shows that Microsoft disagrees with a recent report by Consumer Reports which said that it could no longer recommend Microsoft Surface laptops and tablets. Here’s a snippet of the memo sent by Microsoft corporate vice president Panos Panay:

“It’s important for us to always learn more from our customers and how they view their ownership journey with our products from reads. Feedback like this [from Consumer Reports] stings, but pushes us to obsess more about our customers.”

Consumer Reports removed its “recommended” designation for the Surface laptops and tablets last week, claiming that the products, compared with laptops and tablets from other brands, had “poor predicted reliability”. Consumer Reports claims that to judge the reliability of any product, it surveys its subscribers who own and use the product. In its report, it claimed that as many as 25 percents of all Microsoft laptops and tablets will end up with serious problems by the end of the second year.

The Microsoft memo, however, tells a slightly different story. Panay’s memo claims that the report by Consumer Reports doesn’t take into account the latest improvements added to the surface laptops, adding that the survey was perhaps a bit too over-weighted with angry customers.

“[The] improvements were unfortunately not reflected in the results of this [Consumer Reports] survey.”

Paney doesn’t limit his frustration to that, adding that Microsoft takes the matter of testing its products much more seriously than it is given credit for.

“We take quality seriously, conducting rigorous reliability testing during development to forecast failure and return rates, which are then continually viewed against [real world data] post-launch. We also regularly review other metrics to understand the experience we are providing to our customers and our findings show our products are in a much healthier place than noted by Consumer Reports.”

Panay also adds in his memo that several blogs had come to Microsoft’s defense over the report by Consumer Reports. And this was, Panay notes, before there was even any real proof that the report was inaccurate. Panay’s memo states that the company will continue to “engage” with Consumer Reports, to learn from their survey and to improve things for customers, until they can “reverse their [Consumer Reports’] findings”.



Next up

There was a problem updating your controller [FIXED]

Alexandra Miu avatar. By: Alexandra Miu
2 minute read

Have you ever had There was a problem updating your controller error while you were trying to update your Xbox One controller? If the answer […]

Continue Reading

Printer will not accept new cartridge [SOLVED]

Vladimir Popescu avatar. By: Vladimir Popescu
2 minute read

One of the most common printer issues is that the printer will not accept a new ink cartridge. This issue appears on all printer brands, […]

Continue Reading

Alexa is coming to your Windows 10 lock screen in September

Rabia Noureen avatar. By: Rabia Noureen
2 minute read

Microsoft is currently testing a new Windows 10 build 18362.10005 that will allow digital assistants such as Alexa to appear on the Windows 10 lock […]

Continue Reading