The real problem was Surface-specific custom drivers and settings that the Microsoft hardware team cooked up. The Skylake fiasco came to a head internally when Microsoft CEO Satya Nadella met with Lenovo last year and asked the firm, then the world's biggest maker of PCs, how it was dealing with the Skylake reliability issues. Lenovo was confused. No one was having any issues, he was told. I assume this led to some interesting conversations between the members of the Microsoft senior leadership team. But the net result was that Microsoft had to push out some existing designs quickly to get ahead of the reliability issues.
The Surface Book ultimately had a 17% return rate after its late-2015 launch, while the Surface Pro 4's return rate was 16%. So though Microsoft later pushed to improve subsequent releases, Panay's memo claims that "These improvements were unfortunately not reflected in the results of this [Consumer Reports] survey." The memo also reiterates high customer-satisfaction metrics, which Thurrott says "supports the contention that I made two days ago... Customers who spend more on premium products tend to be more satisfied even when they are unreliable because they need to justify their own decision-making process."
"He also suggests that what Consumer Reports calls a 'failure' is perhaps overly-broad and that some incidents -- like a frozen screen or unresponsive touch -- are not 'failures' but are rather just minor incidents that are easily rectified by the user."