It would seem that the initial high return rates for the Surface Book and Pro 4 had a major impact in this CR subscriber survey, with Microsoft hinting that this has unfairly skewed the results and misrepresents the reliability of Surface devices today. Some Surface users feel Microsoft has been slow to publicly acknowledge these issues and not clear enough about plans to remedy them. Written by Panay, it includes actual return rates for the Surface Pro 4 and Surface Book, provides the figure missing from his "significantly lower" public claim.
Vole later pushed to improve subsequent releases, Panay's memo claims that "These improvements were unfortunately not reflected in the results of this [Consumer Reports] survey". Meanwhile, the Surface Pro 4 tablet saw return rates of around 16 percent at launch, dropping to just under 10 percent six months after launch. The Surface Book has suffered from consistently higher return rates than any other Surface product throughout the almost two years it has been on sale.
While Microsoft struggled with the power management of Intel's new Skylake chipsets at the time, other OEMs also suffered some minors problems but were able to quickly remedy them with firmware fixes. Satya Nadella apparently contacted Lenovo at one point to ask how they were dealing with the Skylake problem.
Others reported machines that froze or shut down unexpectedly, or that had touch screens that weren't responsive enough.
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. Because NPS does not measure reliability, which is what Consumer Reports is estimating.
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She added that a male employee had joined her team with a higher salary than her, despite her being his superior in the company. Damore's major argument was that women simply weren't cut out to be a success in tech industries.
He also notes that worldwide return rates "have consistently decreased over the past 12 months".
Paul Thurrott reports that when he first talked to Microsoft about problems with Surface, the company insisted the issues were Intel's fault. The facts, if you will, that we can squeeze out of this communication.
Microsoft is defending its own Surface devices following the announcement of Consumer Reports that it can no longer recommend the company's laptop and tablet lineup due to "poor predicted reliability".
Two, that Microsoft's internal data shows that it essentially fixed those products.
Four, that Surface customers-whatever the reason-are very happy with their purchases. Since the Surface smartphone by Microsoft has already been rumored to carry a foldable design, the latest patented feature appears to be added by the tech behemoth in order to ensure that users don't cause any interference or any sort of detuning that causes the signal strength to deteriorate. And Microsoft believes it has turned the corner on those issues.