Leaked Microsoft memo reveals high Surface Book return rates

Microsoft dismissed Consumer Reports’ Surface reliability ratings last week, but a new internal memo sheds some light on the issues that the software maker has faced. Consumer Reports surveyed 90,000 tablet and laptop owners and found roughly 25 percent of Surface users have encountered issues by the end of the second year of ownership. Paul Thurrott has obtained an internal memo about Microsoft’s response to Consumer Reports, and it appears to suggest that high Surface Pro 4 and Surface Book return rates could have impacted Consumer Reports’ findings.

In a leaked chart, return rates for Surface Book hit around 17 percent during its launch period, and remained above 10 percent for six months. Surface Pro 4 return rates also reached...

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