Stock photos, can't remove checkered background with transparency & gamut

[IdaKucera]

I just got off support and they couldn't help me. It seems the images I've downloaded from stock are flattened since I can't remove the checkered background with transparency and gamut. Anyone else with this issue?

[Abambo]

What assets did you download? Vector images need to be downloaded as vector, not jpeg, and you will need to use Adobe illustrator to get rid of the background. 

[IdaKucera]

Hi

I downloaded vector and it still rasterizes them. Where does it say I need Illustrator to get rid of the background? Since I have to buy Illustrator then I find this misleading and how come none of the support workers knew about this? I just spent three hours trying to sort this out and they couldn't help me. One even sent me to Shutterstock who knew nothing of these photos. I am annoyed and disappointed of course.

[Abambo]

You need Illustrator because it is probably an Ai file and Ai files open in illustrator. Other applications do not read the Illustrator file format. If Adobe customer care does not know about this, then it's a problem of Adobe training their support people properly. Please post the asset ID so that I can have a look at the asset.