Apple Refunds Some Final Cut Pro X Purchases

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Apple has been quietly refunding some purchases of the company’s new Final Cut Pro X, a new version of the company’s video editing solution that has been met with criticism from some pro users. Customers have been posting on Apple’s support forums that their request for a refund have been granted, and company correspondence indicates that a higher volume of complaints than normal has been received.

Final Cut Pro X
Final Cut Pro X

Final Cut Pro X was introduced earlier in June, and the new version brought with it many changes. Some of those changes, including missing features in the software that many pro users consider absolutely necessary for their work flow (multicamera editing is chief among those, while there have also been complaints about asset management in the software).

The software is sold only through the Mac App Store (where it currently has a customer rating of slightly lower than 2.5 stars), where all Apple’s terms specify that all sales are final. The company has been telling some users, however, that it is making a one-time exception to that rule to address their complaints about the software.

For instance, one customer identifying himself as “Mervin” posted the following response from Apple.

Dear Frazier,

Greetings from iTunes Store Support. My name is Mervin.

I understand that you purchased the application “Final Cut Pro” and the application do not work as you expected. I apologize for the inconvenience this has caused. I will be glad to resolve your issue.

Frazier, after reviewing the circumstances of your case, we determined that issuing you a refund for your purchase of “Final Cut Pro” is an appropriate exception to the iTunes Store Terms and Conditions, which state that all sales are final. In five to seven business days, a credit of $299.99 should be posted to the credit card that appears on the receipt for that purchase.

I want to ensure that this issue is resolved for you. If there’s anything else I can assist you with, please write to me.

Thank you! Have a good day!

There are other examples of similar letters in the eight pages of posts in Apple’s support forums that were found by TheNextWeb.

Comments

Bosco (Brad Hutchings)

This is pros telling Apple to have all the fun it wants with iOS toys, but don’t screw up the Mac. It’s also a minor rebellion against the MAS. App stores like Apple’s might work great for mobile devices and cheap apps, but they kinda fail for pro and pro-sumer with higher price points. Despite some pundits like John M. welcoming Apple’s iOS vision to the desktop, those of us that use computing tools to get stuff done really don’t want lovely visions at the expense of getting stuff done.

Gareth Harris

For once I find myself agreeing with Brad. Some of us are professional users. I am not in the arts but in systems design and implementation - mainly process monitoring and control for factories, warehouses and scientific instruments. Most of the processes I create don’t even have GUIs or a user interface.

While I like the integrated system platform Apple can offer, they are gradually crippling it. Although I own Apple’s consumer gizmos - ipod, iphone, ipad - Apple can hurt themselves if they become nothing but a consumer electronics company. Although the gizmos are profitable, Apple claims to be in business for more than money. So Apple may have a focus problem here. The Mac App Store may only be suitable for smaller consumer applications.

Ross Edwards

This is pros telling Apple to have all the fun it wants with iOS toys, but don?t screw up the Mac.

Amen, brother.  Apple carefully curated a fan base in the professions by giving them top-rate tools to do their work; it would be casting aside the work of decades to focus entirely on the mobile devices.  Apple is big enough to walk and chew gum at the same time.  The Mac needs to remain the go-to workstation for power users whose needs include “doesn’t have to be my own IT department when Windows or Linux won’t do what I need.”

DrShakagee

The same thing happens with every professional tool when it goes through major changes. Remember when Adobe removed the extract tool from Photoshop? It’s Apple’s decision, the changes were well documented. Don’t upgrade if you need it to work exactly like the old version. Did you really use a tool professionally then blindly upgrade that tool without even reading the many reviews that extensivly covered the short comings?

It’s not an app store revolt, it’s an “I didn’t read the README file” revolt. These people aren’t asking for their money back because they had a bad experience with the Mac App store, they want their money back because Final Cut Pro X lacks some of the features that they rely upon from older versions, and they upgraded without knowing this.

jsepeta

garethharris, there’s no reason that the mac app store won’t work with high-end products aimed at the professional user. whether or not apple intends to keep servicing the creative professionals who rely on mac computers is another question entirely. if apple wants to focus on being a consumer electronics company, then adding “pro” to a product name is misleading. i would hate for apple to abandon me and my musical pursuits, but after watching them unceremoniously kill sounddiver, the industry-leading tool for editing and storing hardware synthesizer patches, I’m not hopeful that Apple will regain their pro focus because they make too much money on crappy $4 apps on the itunes store.

Gareth Harris

for jsepeta - And I was going to name my next app “FartApp Pro.”

Dave

Too many former Microsoft programmers now working for Apple, (maybe managers too, approving all this garbage) fouling up applications they don’t understand.

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