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Refunds: Who has applied? Have you changed your mind? Have you had a response?

24497 Views 127 Replies Latest reply: Sep 17, 2011 7:11 PM by babyluliis RSS
  • dwerf Calculating status...

    I was super happy at first with the speed and new goodies, before my mind was able to 'ingest' the facts about Final Cut Pro X that matter to a pro.

     

    Now I just feel ripped off and want to get my money back...

  • dwerf Level 1 Level 1 (0 points)

    Is that the Shake logo you're using? That was killed silently and brutally as well - fantastic app, what a waste...

  • dwerf Level 1 Level 1 (0 points)

    Almost beginning to wonder what Windows 7 is like...

  • Mark Bame Level 1 Level 1 (55 points)

    It took about 48 hours but I recieved my refund notice this morning.  So yes you can get a refund.

     

    From Apple:

    I'm sorry to hear that the app you recently purchased - Final Cut Pro - is not functioning as expected. When it comes to your money, I can certainly appreciate how important it is to feel that you are treated fairly. I apologize for any inconvenience this may be for you. I'm Keith, from the iTunes Store, and I will be helping you with this.

     

    Mark, I apologize for the delay in responding as we are experiencing a longer than normal wait time. Thanks for your patience and cooperation in this matter.

     

    Within 5 business days, a credit of $299.99 should be posted to the credit card that appears on the receipt for that purchase.

     

     

     

    I'm not sure what's going to happen with the software when I sit down at my computer agian but I'm not going to be using it anyway. Not until some major upgrades have been made.

  • neilk2350 Calculating status...

    i've been censored when i asked people to rate FCPX:

     

    Screen shot 2011-06-23 at 3.58.24 PM.png

     


    MacBook Pro, Mac OS X (10.6.7)
  • Andrew G. Level 1 Level 1 (25 points)

    Roughly 36 hours after requesting a refund, here is the response I have received:

    Dear Andrew,

     

    Greetings from iTunes Store Customer Support. My name is Alkendra and I am glad to assist you today.

     

    I'm sorry to hear that the application you recently purchased is not functioning as expected. I know that you are eager to get this taken care of. I am happy to assist.

     

    Andrew, your inquiry is very important to me, so I have requested assistance with the issue you reported. You will receive an email after the matter has been investigated and further information is available.

     

    Thank you for your patience. Apple wants your iTunes experience to be as enjoyable as possible.

     

    Sincerely,

     

    Alkendra

    iTunes Store Customer Support

     

    …so no real action yet. Haven't said I'll be getting a refund, haven't said I won't be getting a refund, haven't told me to contact the developers. It seems Apple doesn't yet have a standardized policy for dealing with this flood of refund requests.

  • russellfromauckland Calculating status...

    Just got my refund, thank you Apple. Same email as everyone else, including the bit about "Please accept my apologies for the delay in responding to your email, as we have been receiving higher volumes than usual".

     

    Oh to be a fly on the wall in Cupertino right now.......

  • bit4bit Calculating status...

    big question...does the app still work? If so what's to stop me buying it...then rejecting it.

    Question to all those that have loaded the app , has it in any way affected the operation of the FCP already loaded. FCP6/7 etc. ?

  • Doug Stringham Level 3 Level 3 (685 points)

    I applied for a refund today after spending a full 24-hours tooling with FCP X.... lots of cool ideas in a package that will not work in a pro studio environment.

  • Aquestion Calculating status...

    Yes, I think we will be able to have FCP7 and FCPX in the same computer. However, we will not be able to use both at the same time.

  • neilk2350 Level 1 Level 1 (0 points)

    it still works.  i did get my refund so i'm not sure.  a weird system 206 5 Stars. no way

     

     

    Screen shot 2011-06-23 at 5.21.52 PM.png

  • Andrew G. Level 1 Level 1 (25 points)

    Just received this follow-up regarding my refund request:

    Hello Andrew,

     

    I understand the Mac App you purchased "Final Cut Pro, v10.0" is possibly not working as you expected.

     

    My name is John David, and I'm on the iTunes Store Customer Support team. My team can answer non-technical questions about Mac App store billing issues, accounts, store content, downloading purchases, and related topics, but we can't answer questions about the functions of the Final Cut Pro v10.0 App.

     

    For assistance with finding out more information on this App, and to verify if the App does/does not meet your needs, I urge you to to call our AppleCare technical support team. A technical Advisor will be able to tell you about Apple's complimentary and fee-based support options as well as assist you in determining what option might be most helpful in this case. To find the appropriate phone number, please visit:

     

    http://www.apple.com/support/contact/phone_contacts.html

     

    Another option is to simply describe your issue using our website and arrange for an Apple Expert to call you. Using this option, you can receive a phone call now, or make an appointment to have an Apple Expert call you later if that is more convenient. To explore this option, please visit the Express Lane:

     

    https://expresslane.apple.com/

     

    If you are able to speak with a technical advisor and need to reply back to this email, please include your case number provided you during your call.

     

    Thank you so much for your cooperation.

     

    Best regards,

     

    John David

    iTunes Senior Support Specialist

    http://www.apple.com/support/itunes/ww

     

    And here is my reply:

    Thank you, but I have no question about the functions of Final Cut Pro v10.0, nor do I have any interest in paying for technical support. I purchased this app with the understanding that it was a new, functional version of Final Cut Pro (as indicated by the version number: 10.0, not 1.0). After familiarizing myself with the software and conferring with many other experienced Final Cut Pro users, it has become clear that Final Cut Pro v10.0 is not a functional replacement for Final Cut Pro v7.0.2, nor is it suitable for video production in a professional environment, as the App Store description and other Apple marketing materials implied.

     

    The App Store description and associated marketing materials make no mention, for instance, of Final Cut Pro v10.0's inability to open project files from earlier versions of Final Cut Pro, the lack of XML and OMF support, and the lack of broadcast-quality monitoring. Apple's failure to disclose these limitations was deceptive, and falls under the state of California's definition of false advertising under Section 43(a) of the Lanham Act: "Any person who, on or in connection with any goods or services, or any container for goods, uses in commerce any … false or misleading representation of fact, which … in commercial advertising or promotion, misrepresents the nature, characteristics, qualities, or geographic origin of his or another person's goods, services, or commercial activities, shall be liable in a civil action by any person who believes that he or she is likely to be damaged by such act."

     

    Please refund to me the full purchase price of this application.

  • Grfonseca Calculating status...

    I applied now for a refund. Let's wait and see...

  • tbonetaylor Calculating status...

    It's been way over 24 hours since I applied for a refund, nothing... This is insane... @AndrewG. please keep us updated on your situation with apple customer support!

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