/Hello! I am needing some advice from anyone who has been through something similar or has dealt with upset customers. Basically I have a couple who I took photos for at the end of October who have been hounding me since last week with complaints. Last week it was that they did not like five photos in the batch they wanted me to re- edit them. I re-edited them because This is my first year working as a photographer and I thought- well I want them to be happy and I understand not everyone likes a certain style of editing. So I did what they asked. They replied to their new images that they loved them- they were more what they were looking for. Then Yesterday the woman messages me and says "Why won't the website you recommended print larger than a 8x10- so then I proceeded to tell her it is because the file size and resolution are too small. I told her that I cannot change the resolution because my computer broke (along with our vehicle last week). I told her that as soon as I get it working I will change the resolution for an additional fee. I explained to her that the reason I was much cheaper than many of our local photographers is that I do not "include" high resolution photos. They are an optional add on (usually when my computer works). She can still print up to 8x10 with good quality at this point. She then proceeded to send me this following message - So here's where I'm at....do you still have the original images? We have a friend that works at a printing company that can work with them especially if they were taken with a high resolution camera. Will you release those to us on a disc or whatever and you can go ahead and have the jump drive of the edited images sent to us and we can call it done?---- I then sent her an article from the PPA website about copyright and explained to her that I do all of my own editing. I told her that what she was asking was illegal if she did it. I also told her that if the friend was employed or professional they will understand. I explained to her that I shot the session, edited and re edited the photos, ordered the jumpdrive, and the work she paid for is done. I told her the images she has are printable just not larger than 8x10. I never mentioned the add on because I was not aware she wanted a large art print. Honestly have never had a customer order one that I know of. I only charged her $100 all together. She then sent me this message- Listen...I'm trying to be kind. We did not get what we paid for. You recommended a website to print from and I can't even do that with the images your provided. Calling those printable ia not fair. How many people you have taken pictures for only especially to print a 4x6 at most. I have not given you or your business a bad review trying to address this with you like adults. I'm not paying for high resolution images that we expect to receive as soon as your computer is fixed. You may want to make a contract or something with your customers so they know what they are getting. Just a suggeation. I learned my lesson and have been educated now on what questions to ask. And that I thank you for. I got quotes from 3 other photographers before we chose you. There prices for the "sitting fee" and disc were not a huge amount off of yours. I did my homework and we chose to go with the new photographer in the hopes that she succeeds and has a successful business. This is by no means where I wanted this to end up. I will be making my clients sign contracts from now on. I have printed my own images at 8x10's so I know they print well. I need help on how to fix this or calm her down!!! I thought about asking to meet with her face to face and have printed images from her gallery to show her the quality in person? That way I can have proof that they are printable and look good. She is making it sound as if none of what I worked on is printable or quality. I just feel that I did the work they paid for- I went to their home, shot the session, got all the poses and lighting I we needed, got them having fun and laughing during their session, edited and re-edited photos, gave them their online gallery with the option of downloading all images, and they are getting the jumpdrive. I am very hurt that she is claiming I fooled her and they didn't get what they paid for. I have a Nikon D5300 and a prime Nikkor 1.8 lens. I love my camera and lens. I have shot ten paid sessions or so and Photographed my own child throughout the whole year (to get more experience)I have never had such a complaint from any one. I recommended Mpix.com to her just as an fyi. Any ideas???! I am so lost as to what to do before she reviews my page as terrible. I am not the greatest photographer but I am not the worst. Here are a couple of images from her session.