Microsoft Surface setup impressions: "filled with mind-bogglingly frustrating usability issues"

Microsoft's Surface has been shipping out to corporate customers for a year now, but we haven't heard much about the backend setup of the $17,000 table -- sure, we know it's fun when it's up and running all those custom apps, but what's it like after the unboxing? Incredibly frustrating, says FD kinesis's Gordon Miller. Hired to implement a Surface solution for a client, Miller and his team first spent 30 minutes on the phone with MS phone support trying to locate the power socket, and another lengthy period of time poking at an unresponsive touchscreen before realizing that the Surface doesn't respond to touch out of the box. Yep, you read that right -- Microsoft's $17,000 big-ass touchscreen table requires a keyboard and mouse to set up, something which isn't noted in any of the marketing or manuals. Ouch. Hopefully that'll get fixed before this thing ships to consumers in 2011, but in the meantime, hit the read link for the entire harrowing tale -- it's a pretty fun read for a Friday afternoon.

P.S.- We actually talked to Gordon on the phone for a quick minute and he said that Microsoft's been in touch about the experience -- he's working on an new post about that which we'll link when it goes up.

Update: As promised, here's the followup, which includes Microsoft's response.

[Via Daring Fireball]

[Colin @ Apr 24th 2009 2:52PM]

How long you think it will take until someone gets OS X running on one of these things?

[mhendren @ Apr 24th 2009 3:03PM]

I'd love to get one just to try it.

[Josh Ladella @ Apr 24th 2009 3:20PM]

How long do you think its going to take to get a BSOD on one of these things?

[jonathan @ Apr 24th 2009 3:27PM]

Since they control the hardware, I imagine they made sure drivers were in order.

[Mark @ Apr 24th 2009 3:27PM]

Considering I haven't gotten a single one since the second beta of windows vista... probably quite a while.

[jason51873 @ Apr 24th 2009 3:30PM]

I cant even remember the last time I got a BSOD on any of my windows machines - I think it was back in the XP SP1 days.

[rodsky @ Apr 24th 2009 3:39PM]

"How long do you think its going to take to get a BSOD on one of these things?"

as soon as they install that crap called iTunes

[TareX @ Apr 24th 2009 3:47PM]

I hate to say it, but yeah, if Apple made the "Surface" it would be a lot less of a pain to setup, a lot prettier, and much more functional...

And twice as expensive.

[Jay Voorhees @ Apr 24th 2009 4:24PM]

The link is up ENGADGET, why not post it? Or did you read it and decide against it because it proves what a complete idiot your friend Gordon is?

http://kinesismomentum.wordpress.com/2009/04/16/skin-deep-usability/

[OneLove @ Apr 24th 2009 4:38PM]

That girl looks like shes..."filled with mind-bogglingly frustrating usability issues". :)

[Steveorevo @ Apr 24th 2009 5:54PM]

Typical Microsoft, it just sorta works and works really 'ok'. That's what happens when you hide the File, Help pull down menus ala Vista's UI interface 'standards'.

!!! It's about the software stupid !!!

[Mark Anderson @ Apr 24th 2009 6:28PM]

@Stevereo

Actually it's about finding the power socket, stupid.

[jeesusfreek @ Apr 24th 2009 7:10PM]

palm / face

you'd think that after spending $17,000 on a Surface, you'd drop the extra $200 for 2 hours to have someone set it up for you...considering you're dealing with a freakin SEVENTEEN THOUSAND DOLLAR PC.

[Steveorevo @ Apr 24th 2009 7:58PM]

@Mark Anderson

I love the picture of your overweight mom perplexed at the controls. If looking like that means being a M$ fanboy, I'll take my Apple a day to keep you away... LOL, naw, it IS about the software dumbass. Lazy software engineers suck. Now get your fat ass, Zune tattooed feet off the table!

[Extinction @ Apr 25th 2009 2:06AM]

"I hate to say it, but yeah, if Apple made the "Surface" it would be a lot less of a pain to setup, a lot prettier, and much more functional...

And twice as expensive."

And missing half the features we're used to on other devices. And only works with other Apple products

[West @ Apr 25th 2009 3:51AM]

If I remember correctly, that "First time OS X" user deal when you first buy a Mac takes some time to get through too. Guess that's what time machine is for...

[Mark Anderson @ Apr 26th 2009 6:26AM]

@Steve

I typed that comment on my Macbook. It's nothing to do with me being an 'MS fanboy' and everything to do with you being an arsehole.

[acezry @ Apr 24th 2009 2:52PM]

"spent 30 minutes on the phone with MS phone support trying to locate the power socket"

Really? ...really? C'mon, really?

[danimaldan @ Apr 24th 2009 2:56PM]

ya really? even if it is in a weird place you should be able to find it without calling MS. *face palm*

[coffee @ Apr 24th 2009 3:01PM]

so....RTFM?

[John @ Apr 24th 2009 3:01PM]

that kind of makes me wonder about if it's really "mind bogglingly frustrating". I mean, power switch maybe, power socket, no.

[bevo4138 @ Apr 24th 2009 3:02PM]

Actually, 30 min isn't that bad:
29 min navigating through the automated voice system, 1 min actually talking to someone.


"Ok, it sounds like you want to talk to someone about Windows 3.11. Is that correct?"

[kamilatl @ Apr 24th 2009 3:13PM]

Maybe the guy setting it up is a little De De Dee?!?! How does he know how to setup touchscreen if he didn't even know that you had to set it up in the first place.

[a ham sandwich @ Apr 24th 2009 3:21PM]

@acezry

yeah i totally agree. the whole keyboard needed to set it up i can understand. but if you have trouble finding the power socket, you shouldnt be "hired to implement a Surface solution for a client".

i mean really!

[Mark Anderson @ Apr 24th 2009 3:23PM]

30 minutes to find a power socket?

PEBST methinks.

[absinthe party @ Apr 24th 2009 3:29PM]

@ Mark Anderson

Did you mean to say "PABST?" It takes me 30 minutes to find anything after I've been drinking PBR, too.

[Jay Voorhees @ Apr 24th 2009 3:56PM]

Ok, so this Gordon Miller guy was HIRED by a CLIENT to impliment the surface solution and Miller had no idea how to set the damn thing up. Am I missing something here or did the client just get totally raked over the coals for paying for this Miller guy who has no freakin clue what he's even doing? Remind me when I finally get my surface in the mail not to hire him and just set it up and call MS myself directly. What a douche he shuold refund the client every penny for being a lame ass consultant.

[mynk @ Apr 24th 2009 4:17PM]

i really think this was the wrong person to ask for surface impressions.
even if im looking for people who are the everyday consumer,
my first consideration for caring about someone's opinion would be

"could find the power switch within 2 minutes"

[insky @ Apr 24th 2009 4:36PM]

I bet he also has troubles voting in Florida.

[theemer @ Apr 24th 2009 5:10PM]

its up and under the side. hidden from view. its ridiculous you have to go at it with a fine tooth comb just to locate it.

[az_runner @ Apr 24th 2009 5:46PM]

So I have a Surface Table that I acquired for corporate development and I do agree with this article. It's a lot more complex than you think. In fact, when you buy the table you also have to buy tech support (it's not an option), and somebody will come out do an presite inspection to make sure there are no lighting issues that will affect the touch interface. Then when the product arrives they'll install it, configure it, calibrate it (which is a very lengthy process), and double check the lighting. (Power plug and power switch are only hard to find because it's a 150lb beast that's not to easy to rotate around to see what's on the bottom.)

Even after they set it up, the touch interface does not work unless you are in the Surface UI App. You have to start Windows Vista, log in, and load the Surface UI with a keyboard and a mouse every time. Touch should work everywhere, from the Windows Vista startup screen to the vista desktop, to the Surface UI App.

Very annoying, but then again that's why it's only available for corporate purchase at this time. Where there are budgets to afford the tech support and all the consumer sees is this cool touch interface.

Still overall, it's incredible and a lot of fun. Especially when you start playing with objects that you set on the table.

[GFL @ Apr 25th 2009 7:50AM]

Reminded me of this http://www.youtube.com/watch?v=gt9j80Jkc_A

[Prince Ali @ Apr 24th 2009 2:53PM]

No touch support out of the box? So does the person have to install the driver when it first boots up?

[warom @ Apr 24th 2009 4:27PM]

Right, it is a device designed to go out in public running a set program specific to that store. You do not want people to come in and quit the program and start messing with the OS underneath, simple solution? Make all setup use keyboard and mouse, that way customers have to access to the main OS and cant end up doing stuff not intended for the application. PC World and Curries usually have programs running on their laptops as demos which takes about 2 seconds to quit and then you can do anything using the laptops.

[Chris @ Apr 24th 2009 7:01PM]

Wouldn't a password also work?

[Zavrion @ Apr 24th 2009 2:53PM]

Microsoft learned nothing from the UMPC.

[Jim @ Apr 24th 2009 3:22PM]

Sounds exactly like Microsoft. Scratch the "surface" to see all of the kludges.

[Mark @ Apr 24th 2009 2:55PM]

*yawn* Such things happen a lot. If a product is going to only be for corporate customers, you're likely going to have to deal directly with them/train the employees to use it, so they don't bother fixing minor bugs or making it super user friendly to set up.

[Calpa @ Apr 24th 2009 3:00PM]

..dude.. it's 17.000 dollars..

[Mark @ Apr 24th 2009 3:09PM]

Yes, and when I worked at Avid Tech. we sold units for $20,000 that were nigh on completely unusable without training.

[Josh Ladella @ Apr 24th 2009 3:14PM]

I believe that period was meant to be a comma.

[Calpa @ Apr 24th 2009 3:49PM]

..yeah, a comma.. damn those americans and their different choice for a decimal/thousand seperator..

[John @ Apr 24th 2009 5:42PM]

My company has installed $30,000 VoIP systems that require alot of setup. Just because its pricey doesnt mean it works without any configuration. Its an obvious comparison to apple, but they sell devices to consumers.. this device, in its deployments to business centers, with the intended pupose of having consumers use it, isnt setup to work 'out of the box' for consumers.

[T D @ Apr 25th 2009 5:29PM]

It is a comma...

Compare . and ,

[rodsky @ Apr 24th 2009 2:56PM]

seeing as how they couldn't find the power socket, did they need to ask MS where to get a keyboard and mouse too?

[Duke @ Apr 24th 2009 2:58PM]

I believe they said a wireless one was included.

[rodsky @ Apr 24th 2009 3:25PM]

I know, I was highlighting their stupidity

[Jon @ Apr 24th 2009 2:56PM]

So the entire article boils down to "Once it was set up, this thing was awesome.... but we couldn't find the power inlet and needed to use the included keyboard for five minutes on initial setup"? And the *ENTIRE ARTICLE* is about the second half of that sentence?

[John Datserakis @ Apr 24th 2009 3:29PM]

welcome to engadget

[J @ Apr 24th 2009 3:54PM]

Welcome to Nilay's posts. How do I get an Engadget feed that filters Nilay?