Qualcomm and Microsoft have embarked on an ambitious journey to enhance the Windows-on-Arm ecosystem, a move highlighted during the Microsoft Build event in May 2024. The Surface brand laptops, powered by Qualcomm’s Snapdragon X Elite processors based on Arm architecture, were among the initial offerings in the new Copilot+ PC lineup. These devices garnered positive feedback for their impressive performance and extended battery life.
However, a recent development has drawn attention to the Microsoft Surface Laptop (7th Edition), which has been flagged by Amazon with a “frequently returned item” warning. This alert advises potential buyers to scrutinize reviews before making a purchase. Laptop Mag has reached out to Microsoft for clarification regarding this classification, and updates will follow upon receiving a response.
Arm-based Microsoft Surface Laptop return rates spike on Amazon
The question arises: what factors are leading to a notable increase in returns for these Surface machines? According to customer feedback on Amazon, the primary issue seems to revolve around app compatibility—or the lack thereof. In December 2024, Michelle Johnston Holthaus, interim Co-CEO of Intel, a competitor to Qualcomm, suggested that devices equipped with Snapdragon chips were being returned at rates exceeding the average due to unmet expectations regarding functionality.
Qualcomm swiftly countered these assertions, yet the evidence suggests that Intel’s claims may hold some validity. Amazon’s policy of flagging “frequently returned items” is not arbitrary; it aims to assist customers in making informed purchasing decisions. A spokesperson for Amazon noted that this initiative was introduced to enhance transparency for buyers. Sellers have reported that receiving this label can significantly impact their sales, with one seller stating that their sales volume dropped sharply after their product was marked as frequently returned.
Despite this setback, the market for Windows-on-Arm systems remains robust, with Qualcomm’s Snapdragon processor lineup—including the Snapdragon X Elite and others—widely adopted by major manufacturers such as Acer, Asus, Dell, HP, and Lenovo.
Possible reasons for the returns
Interestingly, other Snapdragon-powered devices, like the Microsoft Surface Pro 11, have not received similar warnings regarding frequent returns. The Surface Laptop (7th Edition) may be experiencing higher return rates due to its popularity, making it the first Arm-powered Windows PC to attract Amazon’s attention in this manner. Additionally, some users might be returning the Surface Laptop due to specific shortcomings noted in reviews, including a subpar display with noticeable ghosting, a shallow keyboard, and unsatisfactory graphics performance.
Moreover, Microsoft offers Intel versions of both the Surface Laptop and Surface Pro, which could lead to confusion among consumers who mistakenly purchase the Qualcomm variant instead of the Intel model they intended to buy.
Windows-on-Arm is better — but a big switch
On a positive note, Qualcomm and Microsoft have made significant strides in collaborating with application developers to expand software support within the Windows-on-Arm ecosystem. Notably, DaVinci Resolve was available at launch for Snapdragon X Elite systems, and Adobe has successfully ported Photoshop to these devices. While some games, such as Control and Baldur’s Gate III, are compatible with Snapdragon, their performance may not meet user expectations based on earlier previews.
Applications for music production, like Moises and Cubase, as well as photo editing tools such as Capture One, now support Windows-on-Arm natively. Furthermore, Qualcomm’s recent partnership with Epic Games has enabled the Easy Anti-Cheat system for Arm-powered Windows devices, allowing Fortnite to run on Snapdragon laptops.
However, challenges remain. In October 2024, it was reported that Qualcomm would be discontinuing its Snapdragon Developer Kit for Windows, issuing refunds for all orders. Recently, Google announced the general availability of Google Drive on Arm-compatible Windows PCs, while Adobe has committed to expanding its Creative Cloud applications for native Snapdragon support, though only Photoshop and Lightroom currently run natively.
For users with specialized application needs, sticking with the traditional x86 version of Windows may still be the most prudent choice. As Qualcomm prepares to unveil its second generation of Snapdragon X processors later this year, possibly during Computex in Taiwan or at the Snapdragon Summit in the fall of 2025, the evolution of the Windows-on-Arm landscape continues to unfold.
