Resolution insufficient and Adobe Support

Question

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

Contributor1 · Accepted Answer

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.

Abambo · Answer

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.

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