I made a call to adobe stock on Feb 6 to clarify if the smaller option image would still be 300 ppi. After an ardous, 13 minute conversation with the rep, including having the definition of ppi read to me twice, I was told that yes, the smaller size option would be 300 ppi. So the next day I purchased the smaller image, only to find when I opened it in photoshop that it was 99 ppi.
I immediately stated a chat, with equally frustrating results, and no solution. I cannot spend another $500 without getting a refund first.
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info: You are now chatting with Sugeeta Sharma.
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Sugeeta Sharma: Hello. Welcome to Adobe Technical Support.
Sugeeta Sharma: Please allow me 3-4 minutes while I review your issue.
carrie coren: Your file was successfully uploaded: AdobeStock_110453712.jpg.
Sugeeta Sharma: As I can see the details you have purchased the image # *****
carrie coren: correct
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Sugeeta Sharma: And you would need the larger size
Sugeeta Sharma: Correct?
carrie coren: yes please
Sugeeta Sharma: If I understand you correctly, you mean , you would need the refund for the $249
carrie coren: yes
Sugeeta Sharma: And you would like to purchase the $ 499.99
Sugeeta Sharma: Let me check what best I can do for you.
Sugeeta Sharma: Please allow me 2-3 minutes
Sugeeta Sharma: I would raise the request for the refund but it will take some time.
Sugeeta Sharma: I would need to raise the request to the corned team,
carrie coren: why will it take some time?
carrie coren: I need to get the correct image, and I was given wrong information.
Sugeeta Sharma: I can understand , but raising the refund will take some time
Sugeeta Sharma: You can purchase the larger image.
carrie coren: I need the refund first though
Sugeeta Sharma: I can understand but it will take to get it processed
carrie coren: I am very disappointed in the assistance I've received here. I'll have to contact Adobe Corporate. Thank you
Can I get a refund for the wrong image so that I can purchase the larger size?
I apologize for this major inconvenience. I cannot assist with the refund, unfortunately, but I am researching why you got a 99 ppi file instead of a 300 ppi. I appreciate your patience with with this issue.
The file you purchased can be edited in Photoshop from the Image menu. Select image size and change the ppi field to 300. Uncheck the Resample checkbox to retain the image quality and click OK to confirm your change.
Please let us know if you require further assistance.