What sticks in my craw, time after time, is Microsoft’s unwillingness to acknowledge problems or help customers when it’s clear their product is at fault.

First, the headline and the statistics behind it.

Consumer Reports just posted a new Brand Reliability assessment (paywalled) for all Surface products that says, in part:

Due to its comparatively higher breakage rate, Microsoft laptops cannot be recommended by Consumer Reports at this time.

These conclusions are based on our breakage rate estimates for laptops by the end of the 2nd year of ownership, gathered from subscribers' experiences with 41,304 laptops purchased new between 2014 and the first quarter of 2017.

Our statistical model estimates breakage rates for laptops not covered by a service contract and accounts for the number of hours of use per week.

The text above is a summary, you can read full article here.