I need Serious Help! Video Won't load and I did everything!

I just purchase your background video and think it would be easy to use it to post a video in a module position but I was wrong. I followed everything I see in the instruction video but it was not clear and it did not match what I see on my computer.

The video still won't show up.

I spent my whole night trying to figure out this one plug in that I bought and the instruction video is no help. No voice telling you what you looking for and pointing to things you can find! WTF!!!

Support does not even follow up. Waste of my money. I want a FULL REFUND. This is bad business!

Dear Maximo Hamilton,
Good morning.
Thanks for contacting us and choosing our product!
I'm sorry for reply late, I can't check your problem because when you send your ticket for me that is evening and I didn't work. Thank you so much for empathy. You can description the problem than better and give me your account of administrator . I will try check it for you soon.
Thanks!