Following large backlash from all angles – including Hollywood – surrounding its latest update to its professional video editing suite, Apple has today begun issuing refunds to at least some of its dissatisfied customers. Available on the Mac App Store for $299, Final Cut Pro X replaces that of both Final Cut Pro and Final Cut Express, becoming the only version available to purchase.
But although Apple markets the software as the best tool available for professional video editors, others disagree, with the main complaints surrounding not the new features introduced in this version, but the features Apple felt were irrelevant and so removed.
Providing the above screenshot as “proof”, AppleInsider today claims that it has received a variety of tips that Apple has begun issuing refunds for the $299 software, with it citing that at least one of those people has had their refund request granted by Apple.
In their response, an Apple advisor admitted Final Cut Pro X “does not contain properties that were highly regarded in the last version.” They also acknowledged that it is “frustrating” to pay “good money” for a product that “doesn’t work as expected.”
The customer was promised a credit for the $299.99 purchase made on the Mac App Store. It was said that the funds should be posted to the credit card on the receipt for the purchase within five to seven business days.
Referencing the “inadequacy” of the latest version of Final Cut Pro X, the Apple support representative wrote:
“Again, I want to apologize for the inadequacy of this version of Final Cut Pro,” the advisor wrote. “Please be assured that we are always looking for ways to improve your experience with the iTunes Store and Apple.”
Apple’s tone in the e-mail is particularly interesting. The person who received the e-mail originally noted that they have never seen Apple be so lenient and apologetic over such matters, especially considering Apple’s current Mac App Store return policies.
“I’ve never seen an Apple employee apologetic over the ‘inadequacies’ of their software before,”
Is this a sign that Apple got this one wrong? – It’s probably too early to tell at this point. One thing is for sure though … people aren’t happy, and as long as that remains a factor in the release of Apple’s Final Cut Pro X, we imagine this won’t be the last refund the company will be issuing on the software.
[Update] – Another quoted e-mail in response to a customer complaint about FCP X, (via TNW)
Here is an example of one such email a disappointed pro received from Apple:
“Moving forward, I understand that you are not satisfied with the app “Final Cut Pro”. I can certainly appreciate you would like a refund, and I would be more than happy to help you out with this today. In five to seven business days, a credit of £179.99 should be posted to the credit card that appears on the receipt for that purchase.
Please note that this is a one time exception because the iTunes Terms and Conditions state that all sales are final.”
Sounds like these are two, one-off exceptions.[via AppleInsider]