Apple’s new Final Cut Pro X editing software barely hit the Mac App Store before outraged users began their protests. Final Cut Pro professionals have a slew of complaints about the “upgrade,” most of them centering around the accusation that Apple dumbed down its product to make it friendler for a wider audience. And while casual users or beginners might be happy with the simplifications, advanced editors — including those who use the software in their jobs daily — are less than thrilled to say the least.
It isn’t often that an Apple product launch is met with anything but open arms, and backlash isn’t something the company is used to. Which may be way it’s taking an untraditional route and refunded unhappy Final Cut Pro X customers. Apple’s Mac App Store return policy states users should contact developer’s first, and if that doesn’t yield results get in touch with its own customer service. However, there is a clear warning that all sales are final as well.
But there is always an exception to the rule: Customers who contacted Apple via this service form are getting their money back. Apparently, this is a special circumstance, as one such refund noted “this is a one time exception because the iTunes Terms and Conditions state that all sales are final.” Nonetheless, EOSHD got its hands on a few letters sent out to a disgruntled customers, including this one:
“Please accept my apologies for the delay in responding to your email, as we have been recieving higher volumes than usual. This is certainly not the customary time for a response and your understanding is greatly appreciated. I’m sorry to hear that the apps ‘Compressor’ and ‘Final Cut Pro X’ you purchased on the Mac App Store is not functioning as expected. I know how special your purchases are and I regret for the inconvenience caused. I will try my best to resolve this issue. Garrett, at your request, I have refunded the apps and in five to seven business days, a credit of $380.08 should be posted to the Visa card that appears on the receipt for that purchase.”
Looks like Apple will have to swallow a little pride on this one to make quite a few of its previously happy Final Cut Pro users satisfied. Of course, they’d likely be happier with a speedy update to the software.
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