Apple Attempts to Pacify Unhappy Customers With Final Pro X FAQ

Screen Shot 2011 06 29 at 09 59 13

In an attempt to appease those unhappy with their new Final Cut Pro X purchase and reduce the number of disgruntled reviews, Apple has published a new FAQ page on its website that aims to answer some of the questions many users have about the latest Final Cut Pro. But will this be enough?

The FAQ includes answers to “the most common questions” Apple has heard, including “Can I import my video directly into Final Cut Pro X as I could in Final Cut Pro 7?”, “Does Final Cut Pro X support external monitors?”, and “Can I import projects from Final Cut Pro 7?” — the answer to the latter, of course, is a resounding “no.”

However, rather than just a simple “no” to that last question, Apple attempts to soften the blow by reiterating how good it believes the latest Final Cut Pro software to be:

Final Cut Pro X includes an all-new project architecture structured around a trackless timeline and connected clips. In addition, Final Cut Pro X features new and redesigned audio effects, video effects, and color grading tools. Because of these changes, there is no way to “translate” or bring in old projects without changing or losing data. But if you’re already working with Final Cut Pro 7, you can continue to do so after installing Final Cut Pro X, and Final Cut Pro 7 will work with Mac OS X Lion. You can also import your media files from previous versions into Final Cut Pro X.

The FAQ is rather promising, however, and does provide details on some of the features that users can expect in future updates, such as multicam editing, third-party plug-ins, and exporting to XML.

This is undoubtedly an attempt to reduce the number of refund requests Apple is receiving for the latest Final Cut Pro software, but will it be enough to persuade unhappy customers that their money was well spent?

If you’re a Final Cut Pro user who is unsatisfied with your purchase, has Apple’s new FAQ done anything to help? Will you still be requesting a refund?

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  • TheMacAdvocate

    I don’t think “pacify” is the word you’re looking for. I don’t think I’d use “pacify” and “Apple” in the same sentence since they gave out $100 store credits when they dropped the price of the original iPhone.

  • KillianBell

    Sorry, I don’t understand what that has to with this story.

    Pacify, according to the dictionary, means to “quell the anger, agitation, or excitement…”

    It’s clear Apple has published this FAQ to try and “quell the anger” of unhappy Final Cut Pro customers.

  • CharliK

    I would like to see some real numbers about how many folks have bought the software, how many are complaining about it and how many are demanding refunds. 

    The real problem isn’t the software. it’s the users. They bought without doing their research. They didn’t pay attention to the issue that you can’t update preMAS software with a MAS release so this isn’t an upgrade but all new software. They didn’t pay attention to the preview that told them that it was a complete rewrite with a new UI and architecture. They didn’t pay attention to a decades plus history of Apple software releases where every point zero is missing features etc. Best case in point, no cut/copy and paste in the original iphone. 

    Being a professional is about more than just making money off what you do. It is things like doing your homework and using some logic. This is brand new software, it is going to be missing features the first week of release (probably even the first month) particularly features that not everyone needs. It might even ditch baking in features you are better off paying the actual creatures directly for. It is going to need some relearning time. 

    The real pros paid attention, bought extra copies and site license on FCP7 knowing they would need it to carry them the next 4-5 months while the new software was being field tested (cause they get that that is what a point zero is in the Apple World — the final beta) and while they learn the new software. They know they aren’t going to use it for anything more than perhaps a movie trailer for practice until Jan 2011 and they prepared for this. And I bet if you looked at the numbers, most of them are not in the group of refund demanders. Even Conan who mocked the release is probably not demanding a refund. Why? Because they don’t hate the software at all. They just paid that line for the laughs. And they never expected it to be perfect cause they were paying attention

  • Chuck

    While Apple may claim that effects and color grading may not be able to move from 7 to X, surely something as simple as an Edit Decision List, which is a plain text file essentially unchanged since the days of the Amiga VideoToaster, should have been a fairly simple undertaking for their programmers to incorporate.

  • The Ghost

    ”The real problem isn’t the software. it’s the users. They bought without doing their research.”

    There was little research to do. apple neglected to mention that any of the contended features would be left out, and in many cases abandoned altogether. What happened was a few pro users took the plunge to try out the software, and reported back that it was unfit for pro use. No major edit house bought it and tried to switch on day 1 because there’s no mass licenses available. What you had were some pro’s downloading it on their personal machines and seeing it was a pile o carp. 
    Speaking only for myself and coworkers, we expected it to be different, we expected it to be missing some things, but we definitely expected a program for professional use. If you think that was naive, then thats your perogative. But Apple seems to agree with us, hence the refunds.

About the author

Killian BellKillian Bell is a freelance writer based in the UK. He has an interest in all things tech, but most enjoys covering Apple, anything mobile, and gaming. You can follow him on Twitter via @killianbell, or through his website.

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