Windows 10: Microsoft: We stand behind Surface Surface

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  1. Posts : 31,394
    64-bit Windows 10 Pro build 18219
       10 Aug 2017 #1

    Microsoft: We stand behind Surface


    The Surface Teamís mission is and has always been to make devices that deliver great experiences to our customers and fans. Itís the motivation for everything we do, and we are proud of the Surface devices we have built.



    This is why todayís Consumer Reports survey is disappointing. While we respect Consumer Reports, we disagree with their findings. Surface has had quite a journey over the last few years, and weíve learned a lot. In the Surface team we track quality constantly, using metrics that include failure and return rates Ė both our predicted 1-2-year failure and actual return rates for Surface Pro 4 and Surface Book are significantly lower than 25%. Additionally, we track other indicators of quality such as incidents per unit (IPU), which have improved from generation to generation and are now at record lows of well below 1%.

    Surface also ranks highly in 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.

    A part of being product makers is listening to our customers and pushing ourselves to evolve and improve with every generation of devices we create. Weíre forever seeking innovation, encouraging positive change. Itís what we do, and what our customers do, but I can promise you one thing that will never change is our commitment to our customers and our dedication to ensuring your Surface experience only gets better.

    We are proud of our products and the amazing things our customers are doing with them. We stand firmly behind the quality and reliability of the Surface family of devices, and I can confidently tell you there has never been a better time to buy a Surface.

    *Based on January -June 2017 study of consumers in the US, UK, Germany, France, China, Japan, and Australia, conducted by research company IPSOS, commissioned by Microsoft.


    Source: We stand behind Surface - Microsoft Devices Blog
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  2.    10 Aug 2017 #1

    i wouldn't mind having one, but I just can't justify spending over $1000 for one.
      My ComputerSystem Spec

  3.    10 Aug 2017 #2

    but I can promise you one thing that will never change is our commitment to our customers and our dedication to ensuring your Surface experience only gets better.
    I'm not picking sides here as I don't know who's right or wrong, but please Microsoft, don't sell me the "commitment to our customers" line because a lot of us had anything but.

    Anyway whatever the issues are, I do hope they solve them.
      My ComputerSystem Spec

  4.    10 Aug 2017 #3

    sygnus21 said: View Post
    I'm not picking sides here as I don't know who's right or wrong, but please Microsoft, don't sell me the "commitment to our customers" line because a lot of us had anything but.

    Anyway whatever the issues are, I do hope they solve them.
    My SP4 is 18 months old and performs flawlessly. Consumer Reports is wrong.
      My ComputerSystem Spec

  5.    11 Aug 2017 #4

    18 months is not 2 years (aka 24 months) :)

    But I get your point.
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  6. Posts : 21,240
    Win10 Pro, Win10 Pro N, Win10 Home, Win10 Pro Insider Fast Ring, Windows 8.1 Pro, Ubuntu
       11 Aug 2017 #5

    sygnus21 said: View Post
    I'm not picking sides here as I don't know who's right or wrong, but please Microsoft, don't sell me the "commitment to our customers" line because a lot of us had anything but.

    Anyway whatever the issues are, I do hope they solve them.
    Like the "commitment" to the Windows Phone consumers
      My ComputersSystem Spec


  7. Posts : 2,834
    W10 Pro + W10 Preview
       11 Aug 2017 #6

    My personal experience having purchased a Surface Pro 4 in January last year.
    The first two had to be RTM due to faults.

    The third purchased in March last year has worked perfectly since apart from the Pen which died a death after 14 months.
    Contacted M$ asking if it could be repaired, they said no, I would need to purchase a new one at £100.

    This got me thinking...What if the laptop battery or power block had packed up after 14 months....consigned to the dustbin?....it is not possible to gain access to the battery inside this computer.....

    My considered purchase of the Surface Studio is no longer in question....in my opinion their after sales care being zilch.

    As a product a Surface pro 4 when working properly is a superb product, would I purchase or recommend NO.

    As to their "commitment to our customers" ......what a load of cobblers.
    Last edited by dencal; 11 Aug 2017 at 05:47.
      My ComputersSystem Spec

  8.    11 Aug 2017 #7

    sygnus21 said: View Post
    18 months is not 2 years (aka 24 months) :)

    But I get your point.
    The SP4 has not even been on the market for 24 months. That milestone will occur on October 26, 2017, the second anniversary of the date I purchased mine.
      My ComputerSystem Spec

  9.    11 Aug 2017 #8

    dencal said: View Post
    My personal experience having purchased a Surface Pro 4 in January last year.
    The first two had to be RTM due to faults.
    I bought a Asus Zenbook back in 2013 and to this day, it's still working, although a bit slow for my needs now. Fast forward, I was REALLY looking to get the Surface Book Pro Performance Edition, but wasn't about to pay high dollars for last years tech. Was hoping MS would have released an updated model by now but they didn't so I went with a Lenovo ThinkPad Yoga X1. With that, let's hope this lasts at least as long as my Asus.

    Bottom line is I would have had a Surface Book Pro had MS released a new model before my Lenovo purchase. BTW I notice Lenovo is just three steps from MS for high failure rates according to that CR article. However it doesn't specify which models so...
      My ComputerSystem Spec

  10.    11 Aug 2017 #9

    I bought a REFURB Surface 4! Ahhhh...
      My ComputerSystem Spec


 
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