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Hawaii Babies
Thirsties has AWESOME customer service!
so i've been meaning to post this for a while now but just never got around to it...
i've had no problems w/my thirsties duo covers and love them, esp the double gusset! no blow outs or anything like that, ever. then it finally happened - my first diaper malfunction!! and of course it had to be on the plane!! 
the story of how i discovered the problem isn't really pertinent to the thirsties customer service, but i still wanted to share b/c it was funny (not at the time, but now it is!)
on our trip to visit my family in CA in june... miss A decided to throw up all over me after nursing...at the beginning of the flight! (still not sure if it was motion sickness or what b/c she was fine otherwise) of course the only change of clothes i had for her was in the bag that was in the overhead bin and there was no way i was getting it out of there b/c the bag had been packed to the brim for our 3 wk trip (i was not going to pay the checked baggage fees! LOL) and it was a full flight so there was no where to put the bag and open it up.... so, i had the pleasure of sitting through the flight, with baby milk-vomit all over the both of us 
the smell was awful and i just felt sorry for those near us. moral of this part of the story - always keep a change of clothes for both you and baby nearby when flying!
so, i was totally prepared on the return trip with an extra change of clothes readily available in the diaper bag that i put underneath the seat in front of me. when my parents dropped me off at the airport, my mom pulled her out of the carseat and said "I think her diaper leaked, you should change her." I knew that I had put that diaper on her well, and there were no gaps or parts of the PF sticking out of the cover so I figured there was no way her diaper was leaking! I told my mom she must have been sweaty in the carseat or something and since her clothes were just a tad damp, that I would just change her later (I had put a fresh diaper on before we left for the airport).... bad call. I should have just changed the diaper (though I'm not sure i would have changed the cover - I probably would have just changed the PF) well, about 30 minutes into the flight, as she is sitting in my lap, i feel a wet, warm feeling on my hand (i had my hand under her) and i could feel the wetness spreading across her clothes!!! i then knew instantly that her diaper was leaking and that her clothes were urine soaked. i already hate using airplane lavatories to begin with, and wasn't wanting to use the changing table in there... so i asked the guy sitting in the aisle seat if he'd mind if i changed her right there (there was an empty seat between us). he had kids so he didn't care so i promptly changed her and was sooooooo thankful i had a change of clothes (and diapers) handy
so anyway, i get home and try to figure out why she leaked like that. i inspected the diaper cover and could not figure out why it would be leaking SO much like that!! i proceeded to pour a cup of water into it to see what was going on and immediately water started soaking through and spreading across the entire cover.
i emailed mom's milk boutique (where i bought the cover) and she said that Thirsties only has a 90 day warranty so i was out of luck...but suggested i check out their website to see if i could figure out why it was leaking and fix it. one suggestion was to dry them on hot to reseal the PUL so i tried that - but it still leaked. so i went back to the site and it said that true leaks are rare but can occur if there is a break/crack in the PUL. so, i inspected the cover again, this time much more closely...and then i found it!! a teeny tiny little crack in the PUL!!! it does say in several places that they only have a 90 day warranty against defects in the covers and they made it sound like it was only good for products that were defective upon arrival....but, i decided to email them about it anyway.
imagine my surprise, when, nearly a year after purchasing the cover, they told me that they'd send me a free replacement!! they even covered the shipping cost for me to send the defective cover back to them! how awesome is that?! i honestly have no idea what happened to the cover...if it spontaneously developed a crack in the PUL or if i inadvertently snagged the snappi on it or something, but when i saw the 90 day warranty info, i thought i was out of luck. soooo happy with their customer service 
and really hoping that we don't have any more problems with our diapers, esp while traveling!
This discussion has been closed.
Re: Thirsties has AWESOME customer service!
I use the thirsties one size covers and love them. I just bought a size 2 duo when we were visiting a cloth diaper store in Madison. I SO want to try it out but it starts at 18lbs and goes to 40, Bella is not quite 18 lbs yet so I'm waiting.
Glad to hear that they stand behind their products though and their customer service is good... that makes a big difference to me!
have you tried it on her? most people say that sz 1 really only fits up to 15lbs and switch to the sz 2's at that point. we got a little more use out of it, as i think miss A is about 16.5 lbs now and we just switched to the sz 2... while the rise is a little high on her, the waist fits ok w/the velcro tabs overlapping in the middle. i was barely getting the sz 1's to cover the PF completely and had to do all sorts of tucking to get it to work.....with the sz 2 i can just put it on and not have to worry about tucking every little bit in
Jaime & Brent
Oahu, Hawaii | Sept. 9, 2005
My Food Blog - Good Eats 'n Sweet Treats
No I haven't tried it yet but now that you mention it, I will! It's adorable, it's white with a pattern kind of like flowers, so CUTE!! Now I'll have to test drive it next time I change her cover and see how it goes. I'll keep you posted. I think she's actually gained weight recently, either that or I'm seriously out of shape, she feels heavier!