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 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.