Panay and team plan to work with partner organizations, marketing, retail, and sales to spread the word that Microsoft's worst problems with the Surface are behind it, according to the memo.
Consumer Reports pulled its "recommended" rating for the Surface Laptop last week, even though the data it gathered by surveying 90,000 users didn't include the Surface Laptop, as it was released in the summer 2017. (Consumer Reports' data covered PCs that were released between 2014 and first quarter of 2017, which was prior to the date when Surface Laptops began shipping.)
Some unknown number of Surface users have encountered a variety of power problems, tablet-undocking, battery-life limitations, and other issues with their devices since Microsoft began shipping the first Surface RT tablets in 2012. Some Surface users feel Microsoft has been slow to publicly acknowledge these issues and not clear enough about plans to remedy them. Microsoft's continued resistance to quantifying how many Surface users have been affected by these various issues has further muddied the waters.