Why Is the Microsoft Surface Laptop Frequently Returned on Amazon?

The Microsoft Surface Laptop, particularly the 7th Edition released in June 2024, has earned a reputation as a "frequently returned item" on Amazon. Marketed as a flagship Copilot+ PC with Qualcomm's Arm-based Snapdragon X processors, this device promises exceptional battery life, sleek design, and AI-driven performance. Yet, despite glowing reviews from tech experts, a significant number of buyers are sending it back. What's driving this trend? A closer look reveals that app compatibility issues, rooted in the laptop's Arm architecture, are the primary culprit-though other factors like display preferences and unmet expectations also play a role.

The Arm Advantage-and Its Achilles' Heel

The Surface Laptop 7, available in 13.8-inch and 15-inch models, leverages Qualcomm's Snapdragon X Elite or Plus chips to compete with Apple's MacBook Air. These Arm-based processors deliver impressive efficiency, with Microsoft claiming up to 22 hours of local video playback. Paired with options for up to 64GB of RAM and 1TB of storage, the hardware is undeniably robust for productivity and lightweight AI tasks. However, the shift from traditional x86 architecture-long the standard for Windows PCs-introduces a critical challenge: software compatibility.

Many Windows applications, especially legacy tools, professional software, and some games, are optimized for x86 processors from Intel and AMD. Microsoft's Prism emulation technology bridges this gap by running x86 apps on Arm, and the company asserts that nearly 90% of app usage comes from native or emulated apps. Yet, the reality for some users is less seamless. Reports from forums like Reddit and SurfaceForums.net highlight struggles with software such as Kaspersky Endpoint Security, Forticlient VPN, and even Apple Music, which requires sideloading to function. For users whose workflows depend on these tools, poor performance or outright incompatibility can be a dealbreaker, prompting returns.

User Feedback: A Mixed Bag

Tech reviews paint a largely positive picture. TechRadar, for instance, praised the Surface Laptop 7 as a "MacBook Air killer" based on its performance and battery life, citing 953 Amazon customer reviews with a favorable overall rating. Similarly, Digital Trends lauded its design and efficiency, while Windows Central called it a standout Copilot+ PC. Yet, Amazon's "frequently returned item" label, noted in a March 22, 2025, Tom's Hardware article, suggests a disconnect between expert praise and user satisfaction.

Digging into anecdotal evidence from user forums, the compatibility issue emerges as a recurring theme. One Reddit user lamented the lack of native Apple Music support, while another on SurfaceForums.net reported sluggish performance with heavy multitasking-possibly tied to emulation overhead. Beyond software, some buyers expressed disappointment with the display, which lacks an OLED option and suffers from glare, as noted in a WIRED review. Others found battery life fell short of the advertised 22 hours under real-world conditions, a point echoed in Windows Central's testing.

Beyond Compatibility: Secondary Factors

While app compatibility dominates the return narrative, other grievances contribute. The absence of an OLED display-a feature increasingly standard in premium laptops-may alienate users seeking richer visuals. Complaints about glare on the LCD panel further compound this issue. Battery life, though impressive on paper, varies widely depending on usage, with some users reporting closer to 15 hours under mixed workloads. In rare cases, performance hiccups, such as slowdowns during intensive tasks, have surfaced in discussions, though these appear less common.

A Gap Between Promise and Experience

The Surface Laptop 7's return rate underscores a broader challenge for Microsoft's Arm push: user adaptation. Apple's transition to Arm-based Silicon succeeded partly because of tight ecosystem control and aggressive developer support, ensuring most apps run natively. Microsoft, operating in the more fragmented Windows ecosystem, faces a steeper climb. While Prism emulation has improved, it's not foolproof, and the gap between marketed potential and real-world experience seems to catch some buyers off guard.

This disparity is striking given the laptop's strengths. Reviewers consistently highlight its lightweight design (starting at 2.96 pounds), vibrant touchscreen options (including a 120Hz refresh rate), and AI capabilities via Copilot+. For users whose software aligns with Arm's strengths-think Microsoft Office, Edge, or creative tools like Adobe Photoshop (now native)-the device shines. But for those tethered to x86-specific workflows, it's a gamble that often ends in a return label.

Should You Buy It?

The Surface Laptop 7's frequent returns on Amazon don't make it a bad device-they signal a need for buyer awareness. If your software stack is modern and Arm-compatible, or if you prioritize battery life and portability over display tech, it's a compelling choice. Priced starting at $999.99, it undercuts the MacBook Air in some configurations while offering comparable performance. However, if you rely on niche x86 apps or demand an OLED screen, you might join the return crowd.

Microsoft's Arm experiment is closing the gap with competitors, but it's not there yet. Before clicking "Add to Cart," check your must-have apps against Microsoft's compatibility list (available on their Learn site). The Surface Laptop 7 is a glimpse of Windows' future-just not one every user is ready for today.

Key Takeaways

Primary Issue: App compatibility woes due to Arm architecture drive most returns.
Secondary Factors: Display quality, battery life variability, and minor performance issues contribute.
Buyer Beware: Research your software needs to avoid disappointment.