Nero program would not load properly, No help , refund denied. Glendale, California

I sent at least four emails in December. all relating to Nero 12. One even included a report they asked for.

Per our terms of Conditions agreed to upon purchase, there are no returns or cancellations of download orders as by nature they cannot be returned. If however there is an unresolvable Technical Issue with the software itself (not with users pc, i.e. system incompatibility) we will gladly provide a full refund. Before doing so however, we must be allowed the opportunity to troubleshoot the customers issue. I checked our database and we have not received any emails from this customer regarding his issue with Nero Burning Rom 12 so we have not had any opportunity to help or "deny help" as the customer stated. We will email the customer to find out the details of his issue and to troubleshoot his Technical problem. In order to do so we need the customers cooperation to gather information about the installation problem. If we cannot resolve it, and find that it is due to a problem within our software we will gladly provide a refund.