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Refund!

COW Forums : Apple Final Cut Pro X Debates

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Marvin Holdman
Refund!
on Jun 23, 2011 at 5:02:40 pm

Small ray of sunshine....

Still a bit miffed at the fact that they expect me to "know" that their "upgrade" won't open FCS3 projects. Still say this product should NOT be named Final Cut anything, it is NOT Final Cut.

"Hello Marvin,

My name is Ronald and your request has been escalated up to me. I'm sorry to hear that the application of "Final Cut Pro" which you recently purchased is not functioning as expected. I know how disappointing this would be. I will be happy to help you further.

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.

Please note that this is a one-time exception, as the Mac App Store Terms and Conditions state that all sales are final:

http://www.apple.com/legal/itunes/us/terms.html#APPS

In the future, I would recommend reviewing the description of an application carefully and viewing the supplemental support link available on the page of most Mac Apps. For Final Cut Pro X, the support site is: http://www.apple.com/support/finalcutpro/

I would also like to mention that Apple recognizes that no one is better qualified to provide feedback about Mac Apps than the people who use it.

I encourage you to use the iTunes Feedback page to submit your comments regarding your issue:
http://www.apple.com/feedback/itunesapp.html

Your efforts to share your feedback are very much appreciated.

I wish you the best and hope you have a great day.

Best Regards,

Ronald
iTunes Store Senior Advisor
California"

Marvin Holdman
Production Manager
Tourist Network
8317 Front Beach Rd, Suite 23
Panama City Beach, Fl
phone 850-234-2773 ext. 128
cell 850-585-9667
skype username - vidmarv


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David Roth Weiss
Re: Refund!
on Jun 23, 2011 at 5:13:32 pm

I've always hated the idea of paying to beta test for companies that knowingly release software that's not ready for prime time. FCP X is about the worst example ever. Heck, editors should get paid to polish turds, they shouldn't have to shell out 300 bucks to Apple for that privilege.


David Roth Weiss
Director/Editor/Colorist
David Weiss Productions, Inc.
Los Angeles
http://www.drwfilms.com

Don't miss my new tutorial: Prepare for a seamless transition to FCP X and OS X Lion
http://library.creativecow.net/weiss_roth_david/FCP-10-MAC-Lion/1

POST-PRODUCTION WITHOUT THE USUAL INSANITY ™


Creative COW contributing editor and a forum host of the Business & Marketing and Apple Final Cut Pro forums.


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Matt Callac
Re: Refund!
on Jun 23, 2011 at 5:21:30 pm

[David Roth Weiss] "Heck, editors should get paid to polish turds, they shouldn't have to shell out 300 bucks to Apple for that privilege"

Dang DRW, you must get to edit some pretty awesome stuff all the time. A significant portion of my Editing time is spent "polishing turds."

-mattyc


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David Roth Weiss
Re: Refund!
on Jun 23, 2011 at 6:22:28 pm

[Matt Callac] "A significant portion of my Editing time is spent "polishing turds." "

Apple knows that's how the majority of us spend our time Matt. So, in their infinite wisdom they've have decided the only thing important was to make the polishing go a bit faster.


David Roth Weiss
Director/Editor/Colorist
David Weiss Productions, Inc.
Los Angeles
http://www.drwfilms.com

Don't miss my new tutorial: Prepare for a seamless transition to FCP X and OS X Lion
http://library.creativecow.net/weiss_roth_david/FCP-10-MAC-Lion/1

POST-PRODUCTION WITHOUT THE USUAL INSANITY ™


Creative COW contributing editor and a forum host of the Business & Marketing and Apple Final Cut Pro forums.


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Mike Chapman
Re: Refund!
on Jun 23, 2011 at 5:39:26 pm

Well, maybe Apple learned from us better than we thought - only it's backwards. We're paying to polish their steaming heap. Gonna take more than a few cans of Simoniz to make this one gleam though...

Mike Chapman
Senior Editor/Associate Producer
DigiNovations, Inc


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Phil Hoppes
Re: Refund!
on Jun 23, 2011 at 5:14:59 pm

Nice to see you got one. I applied for mine this morning. I am betting they are overwhelmed with requests for refunds on this product and if they chose to turn people down the s$%t storm that would follow would overwhelm then so choosing the path of least resistance for them is the best policy.


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Peter McAuley
Re: Refund!
on Jun 23, 2011 at 5:48:03 pm

Just curious did Apple hold a gun to your head and to your visa card?


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Stefan Buhrmester
Re: Refund!
on Jun 23, 2011 at 6:10:27 pm

Is the gun a metaphor for false advertising and deception?


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Marvin Holdman
Re: Refund!
on Jun 23, 2011 at 7:00:02 pm

No, they didn't hold a gun to my head. Apparently, I was naive in making an assumption that a program named "Final Cut" would open "Final Cut" projects. That being said, I am happy that they stepped up and refunded on a product that was a tad mis-represented.

Marvin Holdman
Production Manager
Tourist Network
8317 Front Beach Rd, Suite 23
Panama City Beach, Fl
phone 850-234-2773 ext. 128
cell 850-585-9667
skype username - vidmarv


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Russell Weston
Re: Refund!
on Jun 23, 2011 at 6:20:36 pm

I have used Final Cut Since it first came out and it has been an enjoyable experience. This release was a true disappointment and consumers were not totally informed of its limitations. After 40 years in the profession and several EMMY's & Telly Awards to my credit, I think I am qualified as a professional. This is not a professional product and have therefore requested a refund from Apple also. I would love to be a fly on the wall at Apple right now and hear the dialog about Final Cut "Pro" X.

Russell Weston
Weston Productions
westprod@me.com
http://westonproductions.tv


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Peter Blumenstock
Re: Refund!
on Jun 23, 2011 at 7:04:09 pm

Just got my refund email as well.
Basically a standard email as seen elsewhere, with the exception that it noted that it took them longer to respond because "we have been experiencing higher than expected volumes...".
Anyone here who is angry should make the step and ask for a refund. Not that Apple would care but at least you have stood up.


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Conrad Chu
Re: Refund!
on Jun 24, 2011 at 7:08:03 am

Just got my refund turned down, by guess who... Ronald, iTunes Store Senior Advisor.

Here's my email:

---

Hello Conrad,

My name is Ronald and your request has been escalated up to me. I understand that you've experienced a problem with your recent Mac App store purchase of Final Cut Pro. I will be happy to assist you with some information regarding this Mac App.

Your request for a refund for "Final Cut Pro X" was carefully considered; however, according to the iTunes Store Terms of Sale, all purchases made on the iTunes Store are final. This policy matches Apple's refund policies and provides protection for copyrighted materials.

You can review the iTunes Store Terms of Sale for more information:
http://www.apple.com/legal/itunes/us/sales.html

For further assistance, please contact AppleCare our technical support team. A technical Advisor will be able to assist you further with questions about this Mac App. To find the appropriate phone number, please visit:

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

The following support page for Final Cut Pro X has further information:

http://www.apple.com/support/finalcutpro/

I wish you the best and hope you have a great day.

Best Regards,

Ronald
iTunes Store Senior Advisor
California

---

At which point, I replied asking why I didn't get a refund when he just gave one to Marvin above. He replies:

Hello Conrad,

I'm very sorry but I cannot comment about such matters on behalf of the iTunes Store.

As mentioned previously, for further assistance with Final Cut Pro, please contact AppleCare tech support. The appropriate phone number is here:

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

I would also like to mention that Apple recognizes that no one is better qualified to provide feedback about iTunes than the people who use it. I encourage you to use the iTunes Feedback page to submit your comments regarding this issue:
http://www.apple.com/feedback/itunesapp.html

Your efforts to share your feedback are very much appreciated.

Take care and have a good day.

Best Regards,

Ronald
iTunes Store Senior Advisor
California

Please Note: I work Sun-Wed 7am to 6pm (PST)

Thank you for allowing me the opportunity to assist you.

Hi Ronald,

I don't understand why you gave this individual a refund for their FCP X, but not me.
http://forums.creativecow.net/thread/335/4663

Can you please explain the difference as to why my case is considered different?

Conrad


----

Very lame!!!


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Conrad Chu
Re: Refund!
on Jun 24, 2011 at 8:21:43 pm

Yeah, Ronald from Apple has some common sense finally! Just got my refund email 12 hours later!

----

Hello Conrad,

I am sorry to bother you today but this is just a quick follow-up regarding your request.

After reviewing the circumstances of your case further, I determined that issuing you a refund for your purchase of Final Cut Pro is an appropriate exception to the iTunes Store Terms and Conditions. I would also like to apologize for the frustration and inconvenience caused by my last reply denying the refund.

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.

Please note that reviewing the description of an application carefully and viewing the supplemental support link available on the page of most Mac Apps is recommended before making the purchase, as all sales are considered final.

I wish you the best and hope you have a great day.

Best Regards,

Ronald
iTunes Store Senior Advisor
California

Conrad Chu
Gracepoint Fellowship Church


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