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

24443 Views 127 Replies Latest reply: Sep 17, 2011 7:11 PM by babyluliis RSS
  • Jonah Lee Walker Level 3 Level 3 (565 points)

    Tom Wolsky wrote:

     

    The S will toggle skimming off and on. Shift-S will toggle audio skimming. There are buttons in the timeline as well, and it's in the View menu.

    And be warned as it also turns off skimming in the bin, uh viewer, uh, don't know what to call it now when you want to look through a clip.

  • Maikell Level 1 Level 1 (30 points)

    [LOL] "Request Refund" sounds nice. What about another "Search for available Crossgrades" button?

  • Frazier Nivens Calculating status...

    Just got my email from APPLE, at least they're doing what's right and giving refunds on the software.  I hope that they can fix the issues for pro editors in the future and make it what it needs to be.  I've always been a Final Cut editor and would prefer to NOT move to Premiere and learn it all over again.  With this release though they haven't left me much choice.  Let the learning begin.

     

    But in his email he called the application Final Cut "Pro".  It is clearly NOT Final Cut Pro, and they should have said Final Cut X.  Final Cut X has it's nice features but it's not ready for prime time and shouldn't even be called Final Cut at all but as some have stated, "IMOVIE Pro".  Not in any kind of league with Final Cut for pro editors.

     

    Got this today from Apple.  Thank you APPLE for doing the right thing.

     

    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

     

    Please Note: I work from Monday - Friday, 4:00 AM-1:00 PM CST

     

    Thank you for allowing me the opportunity to assist you.

  • Kenneth0923 Calculating status...

    My refund just hit my credit card. Sweet! Just so everyone knows, I didn't go off on a tangent or anything in my request. I didn't complain about all the missing features. I simply stated my case, that I edit wedding videos for a living and multiclip is essential to my workflow.

     

    I will be happy to purchase the software again when it has multiclip.

  • JasonVP Level 1 Level 1 (5 points)

    After trying to replicate my workflow using FCPX, and then changing said workflow to fit FCPX, I still couldn't complete my projects.  So I contacted Apple and asked for a refund.  The person who responded initially noted that "A lot of people are requesting refunds."

     

    From your email I understand that the MacApp "Final Cut Pro X" is missing many of its features and doesn't work as you expected and you want to cancel the charge for this purchase. I certainly understand your concern and I am sure you want this to be resolved at the earliest.

     

    Many of our customer are facing the same issue with this MacApp "Final Cut Pro X" we are working on it, I suggest you to contact our technical team regarding this issue and they might provide necessary action to be taken on this app. I will be happy to assist you with resolving your issue.

     

    You may wish 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/

     

    I decided not to follow his suggestions and pressed a little harder for a refund.  This time threatening to call my credit card company.  Fortunately, a follow-through wasn't necessary as he quickly replied and said they'd be refunding my money.

     

    I like Apple hardware and most of their software, but I think for the time being if I want 64-bit video editing (mainly to take advantage of all that RAM) I may have to look towards our friends @Adobe.

     

    jas

  • Jonah Lee Walker Level 3 Level 3 (565 points)

    I have to saw from the new FAQ it looks like we will never get track organization again, just tagging for audio to help mixers. That still doesn't help with organizing graphics, so the timeline will always be a mess and not work for most of the projects that I work on. Hmm, maybe I should apply for a refund.

     

    I also take Next Major release to mean another $300 to get the Multicam features! Ha, Premiere looks better every day!

  • usatraveler Calculating status...

    I have submitted an initial request, then a follow-up after three days, then another follow-up after another three days.  A day after that, I have still received no response, at all, whether positive, negative, or neutral.  Give me some kind of sign, please.  This completely contradicts the promise of a 24-hour response window.

     

    Then you have a refusal, such as this one:

    https://discussions.apple.com/message/15524615#

     

    Same reason for the request as the rest of us.  Just a little arbitrary and willy-nilly decision-making, that's all.

     

    This is really being handled in a disgusting way overall.  Apple's need to release the FAQ underscores their realization that their initial product descriptions were filled with half-truths and bordered on outright deception.  They needed damage control, quickly.

     

    Shady business practice, at best.

  • Jonah Lee Walker Level 3 Level 3 (565 points)

    I put in a Refund request last night, especially with the new FAQ saying that there never will be Final Cut Pro 7 import. Without hat, the program just isn't very useful to me. Honestly if I was in love with the new way of editing it espouses, but after a week, and the Ripple Training tutorials I find it cumbersome and not very intriguing.

  • Jonah Lee Walker Level 3 Level 3 (565 points)

    I had an interesting thought. If you get a refund does your review get removed from the App Store? I would assume since you no longer own the app, so your review goes away.

  • monkeybrainsmedia Level 1 Level 1 (15 points)

    Although a little more honest, the new FAQ contains some strange interpretations, assumptions and half-truths.

     

    1. They claim it is not possible to import FCP files so this feature will not be there. Of course it is possible to write a conversion tool although it may lose a few pieces of data and a third party has already written a tool to do this translation so its a lie to say its not possible. It may lose some settings such as effects but your basic time line and source clips could be imported. Many people would probably accept that level of support for translation of previous projects.

     

    2. They still claim FCPX supports XDCAM import but you need a third party piece of software in the process. They conveniently forget to mention that that piece of software is actually discontinued, unsupported and may break with any OS update. That is not my definition of supported.

  • usatraveler Level 1 Level 1 (0 points)

    I have received my refund.  At the very least, that's done, I hope it becomes worth it to me again someday.  Good luck to everyone else who's still waiting.

  • Jonah Lee Walker Level 3 Level 3 (565 points)

    Nice, got my refund for FCP X and for Motion 5 and Compressor 4. Have to see if My review is gone from the App store (I am assuming it is).

     

    Here is my letter:

     

    Thank you for contacting iTunes Store Customer Support. My name is Samit.

     

    I'm sorry to hear that the application you recently purchased is not functioning as expected. I know how eager you are to get this issue resolved. I will make sure that this issue is resolved at the earliest.

     

    Jonah, I have reversed the charges for the purchase of applications "Final Cut Pro X", "Motion 5" and "Compressor 4". In five to seven business days, a credit of $399.97 should be posted to the credit card that appears on the receipt for that purchase.

     

    If you require further assistance, please feel free to reply to this email and I will be happy to assist you.

     

    Have a good day!

     

    And here we go I am buying Premiere Pro tonight.

  • Ellfire Level 1 Level 1 (25 points)

    For those folks who have received refunds: is FCPX etc. still running on your system?  I uninstalled my copy prior to requesting and getting a refund.  However, it still shows up in my App Store as purchased and installable.  I emailed Apple to question this and was told that, "once a purchase is made it will stay there.  Please ignore it."  I can't believe that Apple would issue refunds and still let people redownload and/or keep the software.  Has anyone else seen this?

  • Doug Stringham Level 3 Level 3 (685 points)

    Mine is still on my box... but I haven't even tried to open it since I got the refund. It's basically taking up space on my box.

  • Texas Jack Flash Calculating status...

    Made the Final Cut "Pro" X purchase and have been trying to give Apple the benefit of the doubt. I have been a loyal Mac fan for more years that I can count. I have edited 4 feature films, the last two on Final Cut Pro as well as more corporate videos that I can count, and like everyone else don't see the future in this project. I was holding out on buying a new Mac Tower to see what was going to happen with Final Cut Pro and well...not only will I be going over to Premiere but I will not be purchasing a new Mac tower either. No reason at this point. I wonder if Apple realizes that they are not only losing on software but hardware as well.

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