<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN"> <HTML><HEAD> <META http-equiv=Content-Type content="text/html; charset=iso-8859-1"> <META content="MSHTML 6.00.6000.16890" name=GENERATOR> <STYLE></STYLE> </HEAD> <BODY bgColor=#ffffff> <DIV>As a former FHC Director, I am appalled by the situation you explained. Yes, she should determine which microfilm she wants before she goes. There are existing, printed forms (Order Cards) that each patron's order should be written on. There is no reason stated in FHC guidelines or handbook that says she can't fill out this form herself.  The Order Card has sections for film number and for a description.  There is a pink carbon copy that is given to the patron as a receipt. This is completely standard--I can't understand why the FHC isn't using these. A possible error situation can creep in again--to order the films, the FHC staff has to re-type the number into a computer database that sends the orders via the internet to Salt Lake City.  If they make a typo, the wrong film will show up. A patron can combat this by having a receipt in hand. Also, if she is receiving incorrect films, and the error is on <EM>their</EM> part, she should not be paying AGAIN for them to order the correct one!  Sounds as if this particular FHC needs to be prompted to allow her to fill out her own order form, and then if the film is ordered incorrectly, she has recourse and can stand firm--refuse to pay again.</DIV> <DIV> </DIV> <DIV>If this FHC is not following correct procedures as described above, she should definitely escalate to higher authorities.</DIV> <DIV> </DIV> <DIV>----- Original Message ----- </DIV> <BLOCKQUOTE style="PADDING-RIGHT: 0px; PADDING-LEFT: 5px; MARGIN-LEFT: 5px; BORDER-LEFT: #000000 2px solid; MARGIN-RIGHT: 0px"> <DIV style="BACKGROUND: #e4e4e4; FONT: 10pt arial; font-color: black"><B>From:</B> <A title=rbinfo2@yahoo.com href="mailto:rbinfo2@yahoo.com">Rebecca Rector</A> </DIV> <DIV style="FONT: 10pt arial"><B>To:</B> <A title=apgpubliclist@apgen.org href="mailto:apgpubliclist@apgen.org">apgpubliclist@apgen.org</A> </DIV> <DIV style="FONT: 10pt arial"><B>Sent:</B> Monday, September 07, 2009 9:32 PM</DIV> <DIV style="FONT: 10pt arial"><B>Subject:</B> [APG Public List] LDS film problems</DIV> <DIV><BR></DIV> <TABLE cellSpacing=0 cellPadding=0 border=0> <TBODY> <TR> <TD vAlign=top>On another list, a woman has been complaining that her local LDS frequently orders the wrong film, then she has to pay again to receive the correct one. When questioned by a list member about the ordering process, it turned out that she receives no receipt or written confirmation about what film she ordered or the film #, just the amount she paid.  A  volunteer does the look-up and orders the film for what the patron wants, but it is often wrong.<BR>  List members have been suggesting that she look up the film # herself before she goes, ask for a receipt that shows film # ordered, and if the volunteer cannot do that - then speak with a higher authority within the local church or stake.<BR>  Are there any other suggestions that anyone has?<BR>  Thank you,<BR>   Rebecca<BR><BR>Rebecca Rector, MLS<BR>RbInfo Research<BR>Troy, NY<BR>www.rbinforesearch.com<BR><BR><BR></TD></TR></TBODY></TABLE> <P> <HR> <P></P>_______________________________________________<BR>APG Public Mailing List<BR>http://apgen.org/publications/publiclist/<BR></BLOCKQUOTE></BODY></HTML>