Arm-based Windows issues: Amazon alerts consumers about Surface laptop returns complications

Updated 3/25: Microsoft fails to comment on the issue

Arm-based Windows issues: Amazon alerts consumers about Surface laptop returns complications

Qualcomm and Microsoft announced a significant push into the Windows-on-Arm ecosystem at Microsoft Build in May 2024. The Surface brand laptops, equipped with Qualcomm's top-tier Snapdragon X Elite processors, were among the first wave of Copilot+ PCs. However, not every user has been satisfied with their Snapdragon-powered machine.

In recent news reported first by Windows Central, Amazon now flags the listing for the Arm-based Microsoft Surface Laptop (7th Edition) with a "frequently returned item" warning box, urging potential buyers to scrutinize reviews before making a purchase. When prompted for a comment, Microsoft declined to share any information on the matter.

So, what's causing customers to return their Surface laptops in large numbers? According to Amazon reviews, it boils down to complications with applications and software.

Amazon raises a red flag: High Surface Laptop returns

In a blog post from December 2024, Michelle Johnston Holthaus, interim Co-CEO of Qualcomm rival Intel, claimed that machines with the Snapdragon chip were returned to retailers at higher rates than average due to poorly functioning features [1]. Qualcomm swiftly disputed these assertions, but it seems that Intel's sources may have been correct.

Amazon doesn't slap a "frequently returned item" label on just any product. The policy was introduced around two years ago, and sellers say that the warning significantly impacts sales [2].

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Despite the Amazon warning, numerous Windows-on-Arm PCs are still available on Amazon. The Snapdragon processor lineup includes the Snapdragon X Elite, Snapdragon X Plus, X Plus 8-core, and Snapdragon X chipsets. Major manufacturers like Acer, Asus, Dell, HP, and Lenovo offer laptops powered by Snapdragon processors.

Probable causes for the returns

Unlike the Microsoft Surface Pro 11, the Surface Pro (7th Edition) might be the most popular laptop in the Snapdragon cohort, which could explain why it's the first Arm-powered Windows PC to receive the Amazon warning [3]. However, other factors might also contribute to the high return rate. Our review found that the device suffered from a below-par display with severe ghosting, a flat keyboard, and disappointing graphics [3].

Microsoft also offers Intel versions of the Surface Laptop and Surface Pro, so there's a possibility that users are buying the wrong model by mistake.

Windows-on-Arm: A better future – but making the switch

Qualcomm and Microsoft have actively collaborated with application developers to bring more software support to the Windows-on-Arm ecosystem. DaVinci Resolve was available on the Snapdragon X Elite systems at launch, and Adobe has already ported over Photoshop. However, many applications still don't run as smoothly on Arm as they do on x86 [4].

Music applications like Moises and Cubase have native Snapdragon support, as do photo editing suites like Capture One. Qualcomm recently partnered with Epic Games to make the Easy Anti-Cheat system available on Arm-powered Windows devices, bringing Fortnite to Snapdragon laptops [5]. Adobe has also promised to bring more Creative Cloud applications to native Snapdragon support, but currently, only Photoshop and Photoshop Lightroom run natively. Other apps like Adobe After Effects and AutoCAD lack support for Windows-on-Arm.

As such, some users may face challenges while transitioning to Snapdragon X-powered devices, while others may require alternative applications for certain workflows [4]. For users with highly specialized app needs, sticking with the standard x86 version of Windows is likely the best option.

Qualcomm is expected to unveil the second generation of Snapdragon X processors later this year, possibly at Computex in Taiwan, or at the Snapdragon Summit in the fall of 2025 [6].

Sources

1. Microsoft Surface Laptop 7 (7th Gen) review: A lovely machine with a beautiful display hit by a pixel - Windowscentral
2. Frequently returned item high return rates on Amazon: Impact on sales and implications
3. Surface Laptop 7 Microsoft unboxing and first impressions - Marques Brownlee
4. Adobe Adapting Photoshop for Arm-Powered Windows PCs
5. Qualcomm, Epic Games partner to launch Fortnite on Snapdragon gaming laptops
6. Qualcomm to Launch Second-Generation Snapdragon X Processors for Windows Laptops This Year
7. Qualcomm to Cancel Snapdragon Developer Kit for Windows
8. Intel's top executive warns against Snapdragon chips for laptops
9. Qualcomm immediately fires back: Windows-on-Arm is great - The Verge
10. Amazon's frequently returned item policy and its impact
11. Qualcomm's Snapdragon X-powered Windows laptops: A review primer
12. Adobe Photoshop comes to Arm-based Windows PCs
13. Qualcomm announces Snapdragon for Compute
14. Control Partially Launches On The Snapdragon X-Powered Windows 10
15. Qualcomm Unveils Windows 11 on Arm at WPC 2023: What It Means for Developers
16. Microsoft launches the Surface Pro X (2021) with faster processor, more memory, and vastly improved battery life
17. Qualcomm's Snapdragon X-powered Windows laptops: The first reviews
18. Why does Windows in ARM struggle with old games?
19. Why Qualcomm might cancel its Snapdragon Developer Kits for Windows
20. The struggle to bring x86 Windows apps to Windows on Arm
21. Qualcomm's Snapdragon X Elite processors, used in the Copilot+ PCs like the Microsoft Surface Laptop (7th Edition), have been associated with high return rates according to recent Amazon reviews.
22. The Surface Laptop (7th Edition) has been flagged by Amazon with a "frequently returned item" warning, potentially due to unsatisfactory battery life, display issues, and keyboard quality.
23. Some users may encounter difficulties while transitioning to Snapdragon X-powered devices because of poorly functioning features, as suggested by Microsoft's rival Intel.
24. Gaming and graphics performance is another concern with Snapdragon-powered laptops, as many applications still don't run as smoothly on Arm as they do on x86.
25. Adobe has ported over Photoshop to native Snapdragon support, but other Creative Cloud applications like Adobe After Effects and AutoCAD lack support for Windows-on-Arm.
26. While the Snapdragon chip has issues, major manufacturers like Acer, Asus, Dell, HP, and Lenovo still offer laptops powered by Snapdragon processors as part of the Windows-on-Arm ecosystem.
27. Industry experts predict Qualcomm's second-generation Snapdragon X processors to launch later this year, which may address some of the current issues users are experiencing.
28. Gadget enthusiasts and technology bloggers have been posting detailed reviews, such as the one by Windows Central, to provide insights into the performance, storage capacity, and overall user experience of Snapdragon-powered PCs like smartphones.
29. Some users may prefer Windows-based systems with Intel processors because they offer more software compatibility and better overall performance for specialized workflows.

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