In an interesting exchange about product stance between Intel's interim co-CEO Michelle Johnston Holthaus and Qualcomm, both have offered conflicting statements about the market performance of Arm-based PCs. The dispute centers on customer satisfaction and return rates for PCs powered by Qualcomm's Snapdragon X processors. During the Barclays 22nd Annual Global Technology Conference, Holthaus
claimed that retailers are experiencing high return rates for Arm PCs, mainly citing software compatibility issues. According to her, customers are finding that typical applications don't work as expected on these devices. "I mean, if you look at the return rate for Arm PCs, you go talk to any retailer, their number one concern is, wow, I get a large percentage of these back. Because you go to set them up, and the things that we just expect don't work," said Holthaus.
"Our devices continue to have greater than 4+ stars across consumer reviews and our products have received numerous accolades across the industry including awards from Fast Company, TechRadar, and many consumer publications. Our device return rates are within industry norm," said Qualcomm representative for CRN. Qualcomm
projects that up to 50% of laptops will transition to non-x86 platforms within five years, signaling their confidence in Arm-based solutions. While software compatibility remains a challenge for Arm PCs, with not all Windows applications fully supported, Qualcomm and Microsoft have implemented an emulation layer to address these limitations. Holthaus acknowledged that Apple's successful transition to Arm-based processors has helped pave the way for broader Arm adoption in the PC market. "Apple did a lot of that heavy lift for Arm to make that ubiquitous with their iOS and their whole walled garden stack. So I'm not going to say Arm will get more, I'm sure, than it gets today. But there are certainly, I think, some real barriers to getting there," noted Holthaus.