order cancellation

I ordered the Nero 2014 Platinum upgrade and spoke with a rep today and found that I needed the base 2014 to install Platinum; I was instructed by her to cancel the order and place an order for 2014. After reading some of the complaints here in the forum I'm wondering if I should just cancel the order period.
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  • This reply was created from a merged topic originally titled
    How do I cancel an order.


    I ordered 2014 Platinum Upgrade but didn't have 2014; I'm told by Asknet they will cancel that order once I order the base 2014; will I see a credit when I place the order for the base 2014?
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  • Hello BigTime257,

    The best that you can do in this case is to get in contact with our Customer Service: US-CustomerService@nero.com

    As far I I could check, you have purchased the Platinum upgrade for Nero 2014, without having Nero 2014. This serial number that you have purchased can only be used together with a Nero 2014 serial number.

    So you have three options in this case:

    1) If you want the Platinum features, simply buying a regular Nero 2014 version will do the trick. You purchase Nero 2014, install it using your Nero 2014 serial number, and then add the Platinum serial number in the ControlCenter to activate the Platinum feaures. Here no refund will take place.
    2) If you do not want the Platinum features, you need to first purchase the Nero 2014 regular version in our OnlineShop. Once this has been done, you can contact our Customer Service with both order numbers, and our Customer Service will cancel the first one.
    3) You can place a new order, of an upgrade to the complete Nero 2014 Platinum version and then cancel the first order. Please make sure that you select your older product (not Nero 2014) as the product that you already have. The result will be the same one as in the first option that I mentioned above.

    As I said, best you can do is to contact our Customer Service, either via e-Mail or over the Chat:

    http://www.nero.com/enu/support/conta...

    They can guide you through the process Live.
    Best regards,
    NeroUser
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