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Apple issues refunds for unhappy Final Cut Pro X users

updated 01:05 pm EDT, Tue June 28, 2011

Company breaks normal policies to keep customers

Some buyers of Final Cut Pro X are successfully getting refunds from Apple, reports say. The software is being sold exclusively through the Mac App Store, where one of the conditions is normally that all sales are final. By filing requests through a customer service form however, people are reportedly getting credit back for the purchase of Pro X and/or its companion apps Compressor and Motion.

"Please note that this is a one time exception because the iTunes Terms and Conditions state that all sales are final," one Apple email response reads. In another, an Apple representative hints that Pro X may be generating a large number of complaints. "Please accept my apologies for the delay in responding your email, as we have been receiving higher volumes than usual. This is certainly not the customary time for a response and your understanding is greatly appreciated," the message says.

Video editors have been complaining that Pro X is missing essential features, such as multicam editing and the ability to import old Final Cut projects. While some options are expected to stay missing, Apple has promised to solve some problems in future updates. When those might be pushed to the Mac App Store has not been announced.




by MacNN Staff

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Comments

  1. REZOLUTION

    Joined: Dec 1969

    +2

    I have NEVER asked for a refund from Apple - until

    Got it too...
    Just can't wrap my head around the reasoning of allowing this situation to unfold the way that it did...
    oh...guess I forgot about Xraid, Xserve, Final Cut Server, (xsan coming next!), Shake etc... etc...

  1. makemineamac

    Joined: Dec 1969

    +6

    I think that time will resolve these issues...

    The fact that many can't continue to add seats to the former product has created a lot of frustration for many professionals.

    It sounds like they are actively working to make these customers happy, and will quickly address the deficiencies in the new product.

    In the end the new product will likely be better than the old...

  1. ggirton

    Joined: Dec 1969

    +2

    I'm stoked about FCP X

    It changes everything ... I have no need for multi-camera support, reading edit decision lists from tape, must admit I can see the advntage of multi-audio-tracking. Also, it has the advantage that I can afford it.

    However, definitely I'm waiting until they finish working on it -- maybe the point upgrade of 2012. Video is too time consuming to consider at the moment, and this program probably will make it something anyone can do, especially with the speed of Thunderbolt and Tbolt drives.

    I really feel for the pro video editors, but with Youtube, vimeo, the illness of the DVD (and the burial of VCR) not to mention the keeling over of video store chains, video is a a really changing field, and they had just better get used to the rise of the pro amateur.

    SRSLy.

  1. erics

    Joined: Dec 1969

    +8

    Im with you...

    Im with you on this ggirton!
    Its not like I installed FCPX and deleted Avid MC, FCS3 and Adobe Premiere Pro CS5 here :)
    All the complaints are valid but honestly, I was told at SuperMeet that this was totally different.
    I guess most people dont realise how much it was :(

    Comment buried. Show
  1. testudo

    Joined: Dec 1969

    -11

    Re: I think that time will resolve these issues...

    It sounds like they are actively working to make these customers happy, and will quickly address the deficiencies in the new product.

    In the end the new product will likely be better than the old...


    Well, that's not saying much. How long before this 'end' comes where the new product becomes better?

  1. testudo

    Joined: Dec 1969

    -2

    Re: I'm stoked about FCP X

    It changes everything ... I have no need for multi-camera support, reading edit decision lists from tape, must admit I can see the advntage of multi-audio-tracking. Also, it has the advantage that I can afford it.

    Well, you're right. Why aren't all those people who are complaining not realizing that, since it works for you, they should be stoked about it.

    Video is too time consuming to consider at the moment, and this program probably will make it something anyone can do, especially with the speed of Thunderbolt and Tbolt drives.

    Um, video that anyone can do is why Apple has iMovie. And if you aren't doing video now, then why do you care?

    I really feel for the pro video editors, but with Youtube, vimeo, the illness of the DVD (and the burial of VCR) not to mention the keeling over of video store chains, video is a a really changing field, and they had just better get used to the rise of the pro amateur.

    Um, apparently you don't realize that "video editing" is completely different than "videos". DVDs are not made using Final Cut Pro. The actual VIDEO is. Then it is burned to dvd. Or recorded to tape. Or uploaded to youtube. But you start with the content, then you edit it up, and finally put it out for release.

    And the problem, apparently, that you're not seeing is that what was once a "Pro" app more turned into FCE. Or iMovie. And it isn't just about learning a new way of cutting video, but changing your entire workflow. Changing workflows costs money. It isn't just the $300 you spend on prox.

  1. ASIMO

    Joined: Dec 1969

    +8

    Admit it...

    Were this a Microsoft or Adobe product, you would never let them off the hook for releasing such an incomplete product upgrade. And to expect users to wait indefinitely for missing features to come along is ridiculous without even thinking twice about it, given Apple's history of dropping particularly professional product lines (think Xserve, etc.).

  1. REZOLUTION

    Joined: Dec 1969

    +4

    Pro Amateur! Righhht.

    Hey - I got NO problem with Amateurs invading the field ..it's nothing new.
    But FCP X was suppose to be the new PRO product to address the PRO's - not the amateurs.

    Go ahead Pro Amateurs - have at it!
    But guess what...when it comes to loosing the Amateur part of your title and becoming a real PRO and actually doing a REAL job... the client runs the show. Any normal project has a list of things clients want you to do...all of those have been eliminated in FCP X.
    SO go ahead, get used to this pile of #@t - but you won't be working professionally anywhere that I know of.
    (countless facilities, studios, independents, and pros have dropped FCP...all in week...)

  1. starwarrior

    Joined: Dec 1969

    +1

    intuitive vs cuteness user interface

    Intuitive interface has always been Apple's strength. Now come the cuteness guys. They changed iMovie into a rumsoaked cutie nightmare. Now this.

  1. testudo

    Joined: Dec 1969

    +3

    Re: Admit it

    Of course they would let them off the hook.

    You'd be hard-pressed to find anyone here who knocked Adobe because they didn't convert their pro products to Cocoa until the last year. Most users were very understanding, saying "Give them time. They want to make sure they get it right.".

    Wait, I take that back. There was a large contingent of users who were saying "Hey, Adobe, we know its a long a grueling process, but we really want and need this re-write. So, could you just release a version, say, that's got some 75% of the features of your current version? We'll be happy and know you'll get the rest finished in time. And we don't need to be able to open those old files we have. That's just garbage backward compatibility that crufts your software up!"

    Yeah, so it was mostly just two camps: the "wait until its ready and finished" and the "release the half-finished software you have, and add the missing features later".

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