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Resolution insufficient and Adobe Support

Explorer ,
Mar 22, 2023 Mar 22, 2023

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Hello there..

 

I used a preview form Stock for layout, and then after downloading the licensed high res image it turned out the image was just interpolated and looks almost similar to the preview, leaving it unusable. In fact, blurring from the preview softens the already interpolated original.

 

I contacted support and the person said there is nothing they can do. Is this for real? Image attached shows "highres" on left, "preview" on the right half.

 

Thanks Andre

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correct answers 1 Correct answer

Adobe Employee , Mar 22, 2023 Mar 22, 2023

Hello, I've verified the issue and granted you 8 replacement credits. I'll send the asset to the content team for review. Thank you for the report and sorry for the problem with the asset.

zoom pixelated 302399784.PNG

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Community Expert ,
Mar 22, 2023 Mar 22, 2023

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Hello Andre,


could you please post the number of the object here? Or the link to the object. Then @Contributor1 could take a look and respond accordingly.

 

The reaction of support is not normal. I suppose that @WendellaBee would like to look into that. Support can't for sure correct the asset, if it is erroneous, but they can check this or submit this for further consideration to the corresponding internal team. The support person probably didn't understand your problem.

ABAMBO | Hard- and Software Engineer | Photographer

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Explorer ,
Mar 22, 2023 Mar 22, 2023

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Hey Abambo,

thank you for looking after this issue. The number of the asset is: 302399784

Link: https://stock.adobe.com/de/images/2d-illustration-abstract-futuristic-electronic-circuit-technology-...


I purchased an extended license / 8 credits on it.

thx, Andre

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Community Expert ,
Mar 22, 2023 Mar 22, 2023

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It looks to me, that the artist has combined 2 assets, one a high resolution, good quality picture (mostly to the left) and a bad quality picture, to the right.

 

I'm convinced that @Contributor1 can confirm your findings, but for a refund, you need to contact Adobe customer care. I would wait for Contributor1 to jump in here and use that reaction to support your case with Adobe customer care.

ABAMBO | Hard- and Software Engineer | Photographer

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Community Expert ,
Mar 22, 2023 Mar 22, 2023

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Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Kindly note that phone charges may apply.

For support via Twitter:
https://twitter.com/AdobeCare

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)



Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and look, if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.


If in doubt, ask the forum.

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Mar 22, 2023 Mar 22, 2023

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Hello, I've verified the issue and granted you 8 replacement credits. I'll send the asset to the content team for review. Thank you for the report and sorry for the problem with the asset.

zoom pixelated 302399784.PNG

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Explorer ,
Mar 22, 2023 Mar 22, 2023

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Thanks a lot! BR Andre

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