Microsoft launched Surface Duo 5 years ago today — what went wrong?

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Five years ago today, Microsoft initiated delivery of the much-anticipated Surface Duo to customers in the U.S., marking their comeback to the smartphone market. This device, with its innovative design and dual-screen format, was intended to establish a new class of devices that would redefine mobile technology.

Regrettably, upon its launch, the Surface Duo faced criticism from both reviewers and early users, primarily due to software issues that made it quite buggy. The hardware, too, had its ups and downs; while it boasted a premium design, there were concerns about its cameras, silicon, and connectivity, with some finding the choices questionable.

The high price of $1,400 for an experimental device from a company with a history of discontinuing pocket-sized hardware put many potential buyers off, as most people found it hard to justify such an expense. This meant that the Surface Duo was already facing challenges in terms of market share and revenue, essentially starting its journey uphill.

Microsoft found quickly that the Surface Duo didn’t meet their expectations for success, primarily because it had several issues upon its release. In essence, the software required additional refinement and needed more time to bake properly so as not to negatively impact the user experience.

It’s been excessively time-consuming and updates have been slow, arriving only monthly. Moreover, Microsoft seems to have neglected communicating with its users, leaving an impression that the Surface Duo might have already been discarded by the company. To this very day, Microsoft has yet to admit the device’s issues publicly.

Instead, Microsoft chose to roll out bug fixes gradually, providing no timeline for when these issues would be resolved. This lack of transparency and marketing strategies proved detrimental to the Surface Duo. A device like this would have greatly benefited from an Insider Program, allowing Microsoft to maintain regular communication with users.

In 2021, Microsoft reduced the price of Surface Duo, which boosted sales significantly. Most significant software problems were resolved by summer 2021, but some lingering issues remain unaddressed as of today.

The main issue that remained unresolved was touch sensitivity. The initial Surface Duo had significant touch response problems, making typing quickly almost impossible. Although this problem improved over time, it never reached a level comparable to other smartphones on the market in terms of touch sensitivity.

Other problems were primarily hardware-related, with many users finding the 60Hz screens noticeably sluggish compared to other devices, the single camera lacking quality, and the absence of 5G and NFC rendering it less suitable for everyday use for most individuals. For numerous people, the Surface Duo functioned more as a complementary device alongside their primary phone.

Microsoft acknowledged that the initial version of the Surface Duo didn’t meet their standards, given that they were entering the smartphone market. To rectify the hardware issues identified in the first-generation model, they improved several aspects for the Surface Duo 2, which was released a year later in October 2021. The upgraded model boasted a comprehensive camera system, larger battery, 5G compatibility and NFC functionality, as well as superior 90Hz displays.

The Surface Duo 2 was generally well-received as a top-notch device, with significant software improvements over its predecessor at launch. Yet, despite these enhancements, the sales of the Surface Duo 2 fell short compared to the original model. This can be attributed to the fact that for some consumers, the idea of a dual-screen device had already lost its appeal by the time the second version hit the market.

Catastrophically, the disastrous debut of the Surface Duo significantly damaged and possibly ended the entire line of dual-screen devices from Microsoft. If the Surface Duo had been successful and sold more units, we would probably see the Surface Neo today. However, the negative reception to the Surface Duo and poor sales of the Surface Duo 2 likely influenced Microsoft’s decision to cancel future plans for dual-screen hardware.

Looking back now, it’s hard to believe that Microsoft publicly announced five years ago their conviction that a fresh hardware category would materialize in the form of dual-screen devices. The Surface Duo and Neo were initially envisioned as just the beginning, but unfortunately, the company stumbled at the initial hurdle and never fully recovered.

As a tech enthusiast, I’ve got to admit, it’s a bit disheartening that Microsoft was right all along about dual-screens. Compared to the foldable screen phones, a dual-screen device just seems like a smarter choice. Let’s face it, Android hasn’t quite cracked the code on tablets yet.

The Surface Duo, in particular, revolutionized multitasking for me. When you open apps on its dual screens, it feels like you’ve magically doubled your workspace. It’s a breath of fresh air compared to the cramped space of a single foldable screen.

Today, it appears that Microsoft has withdrawn from the smartphone industry. At present, there are no indications that they will produce more Microsoft or Surface-branded smartphones. This decision might stem from their understanding that the public may not feel confident in entrusting a smartphone to them again, following their previous attempts with Lumia and Surface Duo, which did not meet with lasting success. It seems that another try at this point is unnecessary.

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2025-09-10 16:40