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Apple Issues FAQ, Refunds for Final Cut Pro X Users

By - Source: PCWorld | B 22 comments

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:

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!

Sincerely,

Mervin

iTunes Store Customer Support

(via CNet)

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  • 5 Hide
    freddysanchez , June 30, 2011 7:51 AM
    They sure did screw final cut up! I reverted back quick all they did to the customers is screw things up =/ ugh what a pain in the a$$!!!
  • 8 Hide
    alikum , June 30, 2011 7:58 AM
    Apple issuing refund? The apple sure falls far from the tree. This is not the Apple we all know! Do the classic Apple style, to users, "You're using it wrong!"
  • 5 Hide
    alikum , June 30, 2011 8:12 AM
    otacon723:30am? Someone's burning the midnight oil there at THG...lol

    Jane is having a sleepless night
  • Display all 22 comments.
  • 6 Hide
    Ragnar-Kon , June 30, 2011 8:19 AM
    alikumJane is having a sleepless night

    Isn't she in Ireland or something crazy like that?

    And being in the broadcast industry, I get to use Final Cut Pro all the time. The new version is essentially a version 1.0 product since Apple re-wrote the entire program from the ground up. So given that, it doesn't bother me. I'm willing to bet that given a year or so, most of the missing features will return.

    I will say that they should have AT LEAST put a "features removed" list on their website, just to be sure they are not misleading customers, especially since most of their customers don't understands what it means to completely re-write a program as big as Final Cut Pro.
  • 5 Hide
    back_by_demand , June 30, 2011 8:51 AM
    FAQ is a misnomer of course, meaning "frequently asked questions", because in this case it will not contain the answer to the MOST frequently asked question

    WTF?
  • 0 Hide
    alidan , June 30, 2011 9:09 AM
    Ragnar-KonIsn't she in Ireland or something crazy like that?And being in the broadcast industry, I get to use Final Cut Pro all the time. The new version is essentially a version 1.0 product since Apple re-wrote the entire program from the ground up. So given that, it doesn't bother me. I'm willing to bet that given a year or so, most of the missing features will return.I will say that they should have AT LEAST put a "features removed" list on their website, just to be sure they are not misleading customers, especially since most of their customers don't understands what it means to completely re-write a program as big as Final Cut Pro.


    if it was a complete overhaul, they should have made damn sure to tell people that. when they released it, it should have had EVERYTHING or come with a list of what you can no longer do, and what they plan to put back in.

    and finaly, they should have made it clear SEVERAL times that you can not import without loosing crap or needing to redo crap.

    apple batched the launch, and kudos to them for admitting it in a non condescending "let me show you how its done" fashion, that is the first in many steps they need to take to be a respectable company.
  • 0 Hide
    back_by_demand , June 30, 2011 9:31 AM
    alidanthat is the first in many steps they need to take to be a respectable company.

    one down, several million to go, right?
  • 0 Hide
    zybch , June 30, 2011 12:01 PM
    Ragnar-KonI will say that they should have AT LEAST put a "features removed" list on their website, just to be sure they are not misleading customers,

    Its never stopped them in the past when they've royally screwed things up and then blatantly misled customers about it. Its just in the past all of the apple-drones would immediately leap to apple's defense.
  • 0 Hide
    shqtth , June 30, 2011 12:10 PM
    Just becuase there is a new version of the software, does not mean its better, nor should people be so eager to upgrade.Sometimes upgrades are the woarse thing you can do, as its a pain in the ass to revert to the older version and top of that it costs $$$ to get f...d around. Wate of time in the end. I am very cautious as I been screwed a few times in the past.
  • 0 Hide
    shqtth , June 30, 2011 12:11 PM
    I usually wait atleast 6 months after a software title has been out before I upgrade to it, that way I know what I am getting involved in.
  • 0 Hide
    foxikkk , June 30, 2011 12:28 PM
    Apple.. another epic fail
  • 1 Hide
    Flynn_Serlant , June 30, 2011 12:34 PM
    "Mervin? ... Your name is Mervin?"

    Did no one else have Robin Hood: Men in Tights going through their head when they saw that?
  • 0 Hide
    eddieroolz , June 30, 2011 12:42 PM
    I did not realize this software was even released, but regardless what was Apple thinking in removing features?
  • 0 Hide
    alidan , June 30, 2011 1:18 PM
    back_by_demandone down, several million to go, right?

    a journey of a thousand miles begins with a single step
  • 5 Hide
    back_by_demand , June 30, 2011 1:45 PM
    alidana journey of a thousand miles begins with a single step

    Very true, as long as we all understand that even Hitler had his nice points.
  • 3 Hide
    stratplaya , June 30, 2011 1:51 PM
    Does Apple not offer a trial version? Adobe has been doing that for years.
  • 4 Hide
    Anonymous , June 30, 2011 2:01 PM
    Uhhhhh.... no link to the FAQ?!?!?
  • 3 Hide
    Anonymous , June 30, 2011 2:11 PM
    Apple, get smart. Have Adobe buy FCP, after the shock, everyone and everything will be much better.
  • 3 Hide
    thebigt42 , June 30, 2011 3:01 PM
    stratplayaDoes Apple not offer a trial version? Adobe has been doing that for years.

    I thought thats what torrents were for :) 
  • 0 Hide
    ravewulf , July 1, 2011 6:32 AM
    I'm still on Adobe CS3 Production Premium (was using Final Cut before that, but ditched it). Gotta get my manager to upgrade us to CS 5.5
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