I asked how to fix it and they said if I can't handle the original physically then I can't. They suggested ordering a certificate but that will be a transcription created this year, and be created using the image so by that definition would be a tertiary source not to mention prohibitively expensive.
Sounds like maybe they did their research years ago when it was possible to access and handle (some) original records, and either they don't understand how things have changed, or they won't believe that anyone else could be as good as they think they are.
In fact if they suggested you could solve it by ordering a certificate, that just goes to show how ignorant they are.
PharmaT - your posts always show you to be careful and diligent. They give no reason whatsoever to doubt your competence or the validity or value of your research. (And having now seen your later post, having a post grad research degree says a lot about you - they're not just there for the asking.)