Consumers have had issues with Microsoft’s Surface Book and Surface Pro 4 (not to mention previous Surface devices) ever since the devices first launched. Despite persistent forum posts and requests for Microsoft to open up on the issue, the tech giant hasn’t stepped forward. Rather, it has kept silent, presumably hoping for the storm clouds to quietly pass by its borders. But that strategy might backfire when one of the arguably most well known Microsoft-focused journalists in the world points it out to everyone and tells the company to get its act together.
Paul Thurrott has over 20 years of industry experience and is the News Director for the Petri IT Knowledgebase. In a recent post on his own website, he let the world know he’s not happy with Microsoft’s way of handling things. He’s calling it Surfacegate.
The Surface Book and Surface Pro 4 are two of Microsoft’s leading brand devices. They’re marketed as the cutting edge of technology and the ultimate way to enjoy Windows 10. But faulty software and an overall silent treatment from support has them making short on that promise. In the words of the Thurrott: “Microsoft, you’re f@#$ing up. Big time.”
Arguments for the poor treatment of the situation are largely dependent on Apple’s situation back in 2010. The Antennagate predicament left people with interrupted phone calls for holding their devices incorrectly. Design took precedence over functionality, and users got the short end of the stick. But Apple was open with its consumers, publicly acknowledging the problem and offering a “let’s meet halfway” solution. For those that don’t remember, this consisted of a protective case that made it harder for fingers to make an electrical connection between the phone’s two external antennas.
Microsoft hasn’t been nearly as open or productive. Aside from the occasional patches that have come through, consumers have no way of knowing when or how their particular issues will be dealt with. Reported issues include (but are not limited to) displays that won’t start after the system is put to sleep and slow boot issues when the compatible keyboard is attached. With a high price tag comes high responsibility, and consumers should be able to rely on hardware upon purchase.
Towards the end of his post, Thurrott brings down the hammer. “These are beautiful and expensive devices. But our faith is shaken.” One of the industry’s biggest names in Microsoft reporting has spoken, and we are listening. If nothing else, perhaps Microsoft wants to avoid living with the measly legend of “Surfacegate.”
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