Microsoft's responds to Consumer Reports decision to remove recommendation ratings

NEW DELHI: Recently Consumer Reports, a popular ratings website, decided to remove its recommendation rating for some Microsoft Surface devices (strictly for laptops). The website said it removed the ratings citing poor reliability after two years of use. However, now Microsoft's head of Surface division, Panos Panay has responded to the removal of ratings by Consumer Reports.

"The Surface Team's mission is and has always been to make devices that deliver great experiences to our customers and fans. It's the motivation for everything we do, and we are proud of the Surface devices we have built. This is why today's Consumer Reports survey is disappointing. While we respect Consumer Reports, we disagree with their findings," Panay said in the official blog post.

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Panay added that Microsoft's predicted 1-2-year failure and actual return rates for Surface Pro 4 and Surface Book are significantly proven lower than 25%, according to their quality tracking team. He said that the company also tracks other indicators of quality such as incidents per unit (IPU).

Panay says that the Surface devices also rank high when it comes to customer satisfaction. "98% of Surface Pro 4 users and Surface Book users say they are satisfied with their device, and our Surface Laptop and new Surface Pro continue to get rave reviews," he said.

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To recall, Consumer Reports back in December and January didn't give a 'Recommendation' rating to the MacBook Pro with Touch Bar due to their highly inconsistent battery performance. Apple then said that it is working with the ratings website to solve what caused the issue. But Consumer Reports said that it won't be performing a re-test and will stand by its original results.

However, later Apple revealed why Consumer Reports didn't give a 'Recommendation' rating to its new MacBook Pro models. The Cupertino-based tech company said that the inconsistent battery performance occurred due to a bug in Safari browser. The ratings website later ran the tests again on the laptops.