Regardless that the survey solely coated Floor units offered between 2014 and early 2017, it stopped recommending the newest units, together with the brand new Floor Professional.

Picture: Sarah Tew/CNET

Microsoft says its Floor is “considerably” extra dependable than Shopper Stories’ discovering that 25 % of the units would fail inside two years.

Shopper Stories (CR) yesterday dropped its “recommended” rating for all of Microsoft’s Floor laptops and tablets as a consequence of poor predicted reliability relative to rivals. The discovering was based mostly on a survey of over 90,000 CR subscribers.

“Whereas we respect Shopper Stories, we disagree with their findings,” said Panos Panay, company vice chairman of Microsoft Gadgets.

“We stand firmly behind the standard and reliability of the Floor household of units, and I can confidently inform you there has by no means been a greater time to purchase a Floor.”

It isn’t clear what number of members in CR’s survey have been Floor house owners. The survey coated 9 manufacturers. Nonetheless the outcome doesn’t look good for a model that is meant to set the bar for Home windows 10 and spawned the favored Home windows 10 2-in-1 class.

Regardless that CR’s survey solely coated Floor units offered between 2014 and early 2017, it stopped recommending the brand new Floor Professional, Floor Ebook, and the Floor Laptop computer.

Panay’s response focuses on failure and return charges for the Floor Professional four and Floor Ebook, which suffered from a nagging sleep bug. Microsoft eventually apologized for a litany of issues — in particular power management — that led to its sub-par reliability, so it is arduous to disclaim there have been noteworthy issues with these merchandise.

CR’s report cites buyer complaints about startup difficulties, machines that froze or shut down unexpectedly, and unresponsive contact screens.

These anecdotal findings match up with the expertise ZDNet’s Ed Bott had with the two Surface Pro 4 models in the first few months after their launch. Nevertheless, by Could final 12 months, following a number of firmware updates, the machine was steady.

CR hasn’t mentioned over what interval it carried out the survey, so it is attainable Microsoft’s outcomes are being weighed down by issues which have lengthy since been resolved. On the similar time, the issues did happen.

Panay provides a present image of Floor Professional four and Floor Ebook, highlighting that Microsoft’s predicted one-to-two-year failure charge and precise return charges for the Floor Professional four and Floor Ebook have been “considerably decrease than 25 %”.

Citing a Microsoft-commissioned IPSOS survey in January to June 2017, Panay mentioned 98 % of Floor Professional four and Floor Ebook house owners have been glad with their machine.

Lastly, Microsoft’s knowledge suggests much better reliability within the present Floor era.

“We observe different indicators of high quality reminiscent of incidents per unit (IPU), which have improved from era to era and are actually at document lows of properly beneath one %,” he mentioned.

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