* They have a filtration system for the entire house and a new dishwasher...BUT...all their dishes still come out with a white film. *
** since [they] have soft water, [they] need to cut way back on the amount of detergent used and no need for a rinse agent. If the white film won't wash off, it is possible you glasses have been etched, which is not unusual with soft water and agressive detergents. If it's etched, there is nothing to clean it... **
I agree, very good answer Tom.
The glasses should be able to be tested if they're etched or not by seeing if the film will come off using some white vinegar or holding them to a bright light to see if there's a prism effect to the glass.
Etching can also occur when users pre-rinse all their dishes before washing so the detergent has nothing to work on and using water which is too hot. Most manufacturers recommend between 120° and 140°F wash water.