Apple releases an FAQ for unhappy Final Cut Pro X customers and is reportedly issuing refunds in some cases.
There has been a ton of complaints regarding Final Cut Pro X. Long time users of the editing software were not happy with the update to the software. Apple had dubbed the changes 'jaw dropping' and, while jaws were dropping, it wasn't because users were happy with the changes. Costing $299 via the Mac App Store, the update includes some major changes and is basically a complete rewrite. However, Apple also ditched some features available with previous versions, raising questions about whether or not it was possible to open and edit projects produced with older versions of the software.
The two million Final Cut Pro users haven't exactly been quiet about their opinions on the topic. Last night, Apple posted a FAQ regarding Final Cut Pro X in an effort to address some of the questions and complaints users have had. Among the topics addressed was the compatibility issue with projects created with old versions of Final Cut Pro.
"Final Cut Pro X features new and redesigned audio effects, video effects, and color grading tools. Because of these changes, there is no way to 'translate' or bring in old projects without changing or losing data," Apple explained, adding that users can continue to work with Final Cut Pro 7 after they install Final Cut Pro X: "But if you’re already working with Final Cut Pro 7, you can continue to do so after installing Final Cut Pro X, and Final Cut Pro 7 will work with Mac OS X Lion. You can also import your media files from previous versions into Final Cut Pro X."
Apple is also promising users they'll eventually see support for multicam editing; the ability to export XML; support for OMF, AAF, EDL; and the ability to assign audio tracks for export.
In other news, CNet reports that the company is dishing out refunds for those unhappy with the product. Though Apple has a strict 'all sales are final' iTunes/App Store policy, the company is reportedly giving refunds to customers writing to complain about FCP X. Apple has not yet publicly addressed these reports but discussions on Apple's Support forums suggest some people are getting their money back. One poster got the following response form an iTunes rep:
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!
iTunes Store Customer Support