Customer Ratings & Reviews

Computer works great but they don't sell a model that comes with LtE. If you call Best Buy customer service which is based in India they will tell you it has LTE. I've spent about 20 hours calling Best Buy then calling Verizon then calling Microsoft. Best Buy India keeps saying it has 5g lte internally. But Microsoft said they haven't made a surface 11 with lte yet. Best Buy has the worst customer service, they don't know the answers and you are dealing with people that are on the other side of the globe. There's not way to connect to an associate on the floor in a store, all calls go to India and they cannot properly answer your needs. I tried calling corporate in Mn and all those calls are diverted to India. I will never make another purchase at Best Buy ever again because the customer service is horrible. I will Make sure everyone I know is aware of how hard it is to do business with Best Buy, I'm also going to write reviews and spread the word online. I hope that Best Buy is replaced with a better store that serves its customers needs

The item came and was clearly already opened and used.

This product is beautiful, functional and was everything I wanted in a laptop AND tablet. The display is bright, speed amazing, keyboard smooth/nicely designed for quick typing, and on keyboard pen charging was a dream come true. That being said, it is severely prone to hardware issues. In the year I have had the device I have had it serviced 4 times for the same overheating/blue screen/bootable operating system issue with no relief or "eligibility" for replacement. Overall, a great design but NOT durable and NOT worth the $1000+ just to replace in less than 1 year. Do better Microsoft.

Great computer, but Best Buy changed their price match policy post purchase, saying they won't match prices during the lead up to and after Black Friday. Changing their price matching policy on purchases made just before Black Friday is basically a scam. The price has since dropped over $200 since purchase under two weeks ago...and they won't match the price available from numerous other retailers. They lost my future business over this deceitful policy.

I'm a tech enthusiast that has been using computers for 30 years, and I have never experienced such a buggy product. The hardware is good, BUT I cannot recommend this product as it's new Snapdragon (ARM) CPU means it has to EMULATE nearly every application, this leads to a lot of applications and games not running at all, crashing, or running with issues. The experience is far worse than an Intel or AMD laptop. I would absolutely not recommend this laptop in its current state. Microsoft and Qualcomm need to vastly improve the PRISM emulation to make this a usable device. Stick with Intel or AMD, do not pay $1500 to be a BETA tester.

This surface carries the new ARM based Snapdragon CPUs, and while they might be taking strides to make improvements, this concept change should have stayed in concept until more apps and programs were compatible. The biggest dealbreaker out of the box is that not even Microsoft Office apps all work properly, XPS writer is not updated for ARM, Microsoft Outlook is not fully updated for ARM, the calendar app is completely missing, and outlooks calendar isnt fully functional in ARM. So you lose access to calendars and events. And this is just Microsoft products. We havent even begun to discuss how few programs and apps have an ARM version, and even if they do, they are behind in development, and most say the ARM version is unstable. From Microsoft Office, to work applications like AWS, Slack, various development environments, theres nothing but problems with everything you install. I get the premise Microsoft is going for, a more mobile centered cpu and hardware, however, they should have made efforts to make their software compatible. I returned mine and went with a Surface Pro 10 with an Intel processor, and everything works as normal again. I would avoid this laptop at all costs until they fix their software compatibility, at the very least with Microsoft software.

Truly shocked there is no Lunar Lake or Ryzen option. Snubbing the community of users that relies on peripherals that are compatible with the x86 architecture is a huge risk for Microsoft. After getting one of these, I had to quickly return it because I couldnt scan anything, only my HP standalone printer worked with it. My epson peripherals -- printer or scanners-- did not work with it. I picked-up an HP all in one printer/scanner, which only randomly worked with it, on either the scanner side or the printer side. I then picked up an HP Omnibook Ultra Flex 2 in 1, 14", with a Lunar Lake processor, 32 gigs of Ram and a 2TB internal drive, on sale ($400 off), which included a pen, and couldnt be happier. I am not sure I'll go back to the Surface Pro, where everything is ala carte (e.g., keyboard/pen), the cost is premium, and it's honestly not worth the hassle. The truth is, the surface pro was never a great tablet, but it was a terrific portable laptop, but the new models by the competition are also terrific portable laptops, and they dont up-end your technology ecosystem with niche processor choices.

This laptop is a great tablet, but I wouldn’t recommend buying it if you want all the normal functions a laptop comes with. This thing isn’t compatible with anything because of its ARM64 processor. Adobe Illustrator cant be used, I can’t connect my label maker to it because it’s not compatible, not even my office copiers can connect. It’s just not great for the purposes of a laptop, and you could get a tablet for much cheaper.

I did not realize that this CPU does not work with lots of different software since it is not AMD or Intel. So even though I was running MS Win 11 Pro on this device, I couldn't install on this PC. I spent two weeks trying to install until I stumbled on this fact while trying a workaround using docker. I am now trying to get this returned to best buy even though I am passed its return time, which must be only 2 weeks. Same on Best Buy for such a short return window and Microsoft for not warning people. I have I can return this and get a credit for my $500 MS Support charge.

Do not, I repeat, do not purchase this product! I have been a surface pro user for quite some time now, and I was excited to purchase the 11. I was saddened to find out that the snapdragon x processor is an arm64 processor. This is a new technology. Long story, the processor is missing the plug and play service. It will not download printer drivers. Please feel free search arm64 processor and printer drivers. I returned it to the store :(.

My rating is not for the tablet, which is a great tool, but for the service I received from Best Buy. I've been a customer for several decades and my house is full of many items I've purchased there (Mutiple laptops, big screen TVs, two tablets, smart watches, GoPro, phones, Irobot, etc). After getting my SurfacePro, I was able to set up everything but the link to my ISP's email. After multiple attempts, I called Geek Squard for help (I have been a My Best Buy Total subscriber). After an hour with the first Squad member, I was told she couldn't help me because her computer was down. The next day, I called again and the person I was connected to kind of helped, but not everything nor all my subfolders in Outlook downloaded. I was told it would take 24-48 hours for them to appear. The next day not only didn't the folders show up, but again nothing would appear when I tried to open Outlook. Thinking an appointment in person might work out better, I set an appointment at my local Best Buy. After 30 minutes of working with the Squad member, she took the tablet back to a technician. After another 15 minutes she returned to me saying there was nothing they could do for me. Her explanation was that they have always had a problem with my ISP! After indicating that was unacceptable, that I had two laptops, two smart phones, and an earlier tablet that could all access my email, I was met with a shrug and her repeating that there was nothing they could do beyond giving me the phone number for the ISP's tech support. She offered to get a manager which I accepted. He arrived and I explained what I had been through already and all I wanted was help to access my emails on my new tablet. His response was that they have always had trouble with my ISP and there was nothing they could (would) do to help me. After I again expressed that I didn't just spend nearly $2,000 for the new tablet and not be able to access my emails, that remained unacceptable. From that point forward, all he would say is that they could give me a refund "now or later". After he refused to help any further and just kept repeating the same "refund now or later" line, I was so disappointed and frustrated I gathered my purchases and left. I wasn't ready to give up on my new tablet but knew that Best Buy wasn't going to help me. This isn't the first time this store has sold me something they later claimed to have known wasn't going to work. A few years ago it was a router for this same ISP. After having to pay for a Squad member visit to my home, only to have him tell me it wouldn't work with my provider, I had to return the router. Last year I purchased a GoPro and significant accessories only to learn later that it wouldn't work with my laptop, necessitating the need to purchase a new laptop. And now this tablet. Why keep selling things to people from my region when they know, or believe that those things are not going to work? And as an FYI, after about three hours of time with three different Geek Squad reps, plus two hours of travel time to and from the store, and an hour with tech support from my ISP, and then another 90 minutes with Microsoft tech support, I finally have my emails on my new tablet. It could be done! Best Buy, you have been a huge disappointment and lost this long-time customer.

Do not buy this. Yes, it is "nice," but USELESS. With the new systems it won't connect to any other devices, not even basic mice, and seems to be absolutely incompatible with everything. This is the biggest mistake purchase I've ever made and I highly highly recommend looking into something else. Even if it is listed as compatible with another type of device, I guarantee it is not. I'm an illustrator and got this for my work and now cannot use any mice I have tried, cannot use my nice Epson V600 flatbed scanner to scan my work, cannot connect to any printers, nothing. I even had my family, who all work in IT, take several long hard looks at it to try to get it to pair with anything and none of them could make it work either. Phenomenally upsetting waste of money. Don't do it. If you do make the mistake of getting it, make sure to immediately try to pair it with anything you might want to use so that at least you can return it within the return window.

Ordered surface on 12/12/25 and it is now 12/31/25 and still have not received it . It was supposed to have arrived 12/19/25. Have talked to an 800# twice , chatted with a person and talked to a store manager and NO ONE can tell me where it is or when it will be here. There are no updates or follow ups from anyone. Worst customer service ever. Website states My credit card will not be charged until “delayed items” are shipped. My card was charged on 12/12/25 and still no product. I should automatically get the $400 discount. Not a gift card cause I probably will not shop Best Buy again.

The OLED version has a weird grainy look to the screen. I cannot get any real design work done on this awful display. Tried using this for software development. Once again I am left feeling like Windows on Arm is an afterthought. Microsoft’s own C# packages failed to install the proper Arm packages and it took me hours to get my development environment working properly. The GPU support is non existent and running x86 apps in Prism is incredibly slow.

I came in the office this should we leave for a computer not a build a bear nothing came with the computer so I had to still buy everything separately which cost even more money and still didn’t get a mouse at work because store manager gave me the wrong information

I had a terrible experience. I received the wrong item, and Best Buy refused to accept the return, claiming it wasn’t the correct product—even after I provided proof. I escalated the issue to the Best Buy escalation team, but I still haven’t received a refund. I no longer trust Best Buy’s online service.

Compatibility issues everywhere. Switched to a laptop with an AMD AI 370HX and it gets better battery life than this on its iGPU. Microsoft needs to refine their translation layer an not leave features like AVX emulation missing at launch of a new architecture.

I always liked the Surface Pro line since it is the lightest hybrid laptop possible. The biggest downside was its battery life was poor due to the Intel CPU. This one the got the new ARM Snapdragon architecture and they claimed it had huge performance boost and extremely long battery life. However I found this was NOT right. I didn't any better battery life improvement on this new machine compared to my old Pro 8. It was actually even worse since it drops battery, not %1 by %1. It could drop %4-%5 at a time which made me insane. I didn't feel it was faster than my older version either, especially when APP is not native arm version but intel version. The screen is another disappointment. You can visually say some dot matrix on the screen when viewing text which is really annoying. When watching video, I would say an Ipad ICD screen is still much better and comfortable than this one. Considering its price, finally I had to decide to return this product.

If your a developer, forget it, hence the one star. The Snapdragon processor is incompatible with any Virtual machine (e.g., VMWare) as well as some of my development tools and remote communication apps. If you just surf and do word its fine.

The product is great. Delivery was not. I ordered a black one and was promised a 6-18-24 delivery. Then it went to 6-22-24. Then 6-29-24. As I needed a computer, I asked if any were available. Yes an "orange" one. Functionally the same. Great. Oh yeah can you bring that promotional TV back or pay for it. It only came with the black one.....that you can't get because none are available. Hello Owasso OK.