Should You Really Buy the Microsoft Surface ?
the Microsoft Surface
Microsoft
You may have heard news recently that made it sound like you shouldn't buy Microsoft Surface products. While this recommendation came from a reliable source, the ensuing headlines may not tell the full story. That's why we're here to help clarify, so you can make informed decisions – just in time for back-to-school shopping.
Here's where the controversy started: Consumer Reports announced that it cannot recommend Microsoft laptops or tablets because of poor predicted reliability. The nonprofit organization explained that Microsoft Surface products "could become less reliable after two years of ownership." Other media outlets quickly picked up the story, but here at the Good Housekeeping Institute, we wanted to dig a little deeper.
"The headlines are attention-grabbing, and also potentially misleading to consumers," says Laurie Jennings, director of the Good Housekeeping Institute.
Microsoft spokesperson Panos Panay responded to the criticism in a blog post, where he explained that the company has found less than 25% people actually return their Surface Pro 4 and Surface Book within 2 years.
Should You Be Worried About Buying?
Our engineers and product analysts are constantly testing laptops and tablets, including those in the Surface line, in our own labs in addition to getting consumer feedback. "Reliability is difficult to predict," says Rachel Rothman, chief technologist at the Good Housekeeping Institute. "Surveys are helpful because they can deliver rich behavioral insights, but hands-on testing is also important to factor in when making product recommendations."
No matter what you are looking at, most testing can't predict if a product will fail long-term, which is why doing your research before buying is so important. Here's some advice to help you be a savvier consumer — no matter what product you choose.
New models bring big improvements.
Upgraded devices aren't just about shiny looks — new iterations often provide better performance, usability and reliability. Thurrot.com, a tech news site, released an internal memofrom Microsoft's Panay showing that return rates were high for earlier Surface models, but decreased for later ones. "A good rule: wait for the second version of a product," says Selina Tedesco, a product testing analyst in the Good Housekeeping Institute Media & Tech Lab. "The company will have had time to iron out kinks and add newer, cooler features."
Always update software to keep your device healthy.
Manufacturers push updates to add features and resolve bugs. Updating your device's software as soon as a new version is available is key to staying protected against mishaps and security issues.
Customer support is half the battle.
When purchasing a laptop, always check the warranty and customer-support resources. Microsoft offers a free one-year limited hardware warranty starting day of purchase. For extra protection, you can buy Microsoft Complete, which covers your device for two years.
Surveys aren't perfect.
Responding to any survey is voluntary, meaning those with stronger opinions might opt to answer, while others without much of an opinion might opt out. This could skew results if it causes only people on opposite ends of the spectrum to participate.
The Takeaway
Reliability over time is hard to measure. Each Good Housekeeping Institute lab runs a battery of tests to evaluate performance in every product we recommend. Our engineers are still in the process of testing Microsoft's most recent Surface Pro and Surface Laptop, but our preliminary analysis suggests that the Surface line offers strong performance combined with impressive battery life and crisp, clear picture quality.
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