Maybe it's because I wasn't a direct client. The photos were taken for my kid's school yearly shoot. We didn't get a CD as in previous years-and I took too long to download them so I couldn't access the pics. I emailed her about accessing the photos and she never replied. So I called. Let's just say her people skills need improvement. She was curt and asked me to email her, so I said I had already done so. Her reply: "email again, thank you, goodbye." and she hung up. I've emailed her again; let's see if she replies this time...