In January 2003, Bill Gates sent an internal email to Microsoft executives describing his failed attempt to download and install MovieMaker, detailing a cascade of usability problems that frustrated his effort to obtain the software.
According to the email, Gates began by trying to access Microsoft.com’s download page, where he encountered repeated timeouts. After finally accessing the page, he found the interface confusing, with 45 download options that he described as “totally confusing” and poorly organized. Searches for “moviemaker” and “movie maker” returned no results.
After receiving directions to use the Windows Update search function instead, Gates found the process convoluted. He was directed to Windows Update, where the system insisted he download 17 megabytes of updates labeled in what he called “the SCARIEST possible way,” despite Microsoft’s stated goal of implementing delta patches. The installation then took six minutes, during which his machine was too slow to use for other tasks. Windows Update then demanded a machine reboot, which Gates questioned, noting he already rebooted nightly.
Upon returning to Microsoft.com, Gates encountered additional confusion—he had to manually click on a folder labeled “WindowsXP” despite Windows Update already knowing his operating system. He was also directed to download Windows Media Series 9 separately. When presented with “Open” or “Save” dialog options, Gates received no guidance on which to select.
After completing these steps, Gates checked his Add/Remove Programs folder expecting to find MovieMaker installed. It was not there. Instead, he found what he described as “garbage”—multiple test packages labeled “Microsoft Autoupdate” and various patches listed by cryptic reference numbers like “Q329048” and “Q810655.”
Gates concluded by noting that after more than an hour, he had neither successfully installed MovieMaker nor obtained the Digital Plus Package he originally wanted. He criticized the lack of attention to usability and expressed concern about the overall quality of Microsoft’s user experience.
Following Gates’s email, Microsoft executives including Will Poole and Amir Majidimehr initiated coordination between teams to address website issues, Windows Update functionality, and related installation problems.
Key facts
- Gates attempted to download MovieMaker from Microsoft.com but encountered repeated timeouts on the download page
- The search function returned no results for “moviemaker” or “movie maker,” requiring him to use Windows Update instead
- Windows Update required downloading 17 megabytes of updates before MovieMaker installation could proceed
- Installation of MovieMaker took multiple minutes and required a machine reboot
- After completing all steps, MovieMaker did not appear in Add/Remove Programs
- The experience took Gates more than an hour without successfully installing either MovieMaker or the Digital Plus Package
- Microsoft executives responded by assigning teams to coordinate fixes for website, Windows Update, and Windows-related issues