Monday, July 27, 2009

Pampers Overnight Extra Protection Diapers

This is a long post, so I will provide a summary: 1) Pampers Overnight Extra Protection diapers caused a flaming red chemical burn in and around the diaper areas of both Piper and Rosemary; 2) I sent a complaint to Pampers; 3) I got a form response; 4) I followed up with a bunch of annoying emails; 5) Pampers sent me $26.00; 6) I'm pissed.

Just so Pampers doesn't sue me for defamation, I will clarify the "flaming red chemical burn" statement. In my limited experience with two one year old girls, Pampers Overnight Extra Protection diapers caused a flaming second-degree chemical burn in and around my girls' private parts 100% of the time. I can't say with certainty that this will happen every time with every baby using Pampers Overnight Extra Protection diapers, but I think it is reasonable to assume there is at least some risk that our 100% injury rate with Pampers Overnight Extra Protection diapers is indicative of the product's capacity to cause harm. So, it is just my opinion, not fact, that the use of Pampers Overnight Extra Protection diapers is only slightly less dangerous than using gasoline soaked rags with duct tape as diapers.

For the long part. This is my correspondence with Pampers regrading our experience with Pampers Overnight Extra Protection diapers, redacted as shown [ ]. I realize, of course, that I am being absurd, but as stated, I'm pissed - and that's what I do.


From: Gary
To: Pampers via Customer Service Website
Date: Thu, Jul 16, 2009 12:48 pm

Dear Pampers People,

I am the father of one year old triplets and a faithful user of Pampers products (for my kids, not me). Since we brought our two girls and one boy home from the hospital, we have been extremely pleased with Pampers products, first with Swaddlers and now with your Cruisers. The Cruisers work well during the day, but we had a need for a little extra protection at night. I was pleased when my wife found the Pampers Baby Dry Overnight Extra Protection diapers (Size 4).

We purchased a medium sized package (64 count) of the Extra Protection diapers and used them for two nights last week. After the first night we didn’t notice any problems. After the second night, both or our girls had a scorching red rash – what looked to be a chemical burn - on their girl parts. We called our pediatrician immediately and got a treatment regimen. One of the girl’s rash got a little better, and one developed into a large blister which broke leaving an open wound. Even though we stopped using the diapers after the second night, neither girl has fully recovered. One of them has been in noticeable pain for almost a week. The other one handles it a little better, but she is still uncomfortable and cries during diaper changes. Both of them still have severe rashes and are being treated with yeast infection cream to fight the rash, Vaseline to ease the pain from chafing, and daily baths with baking soda (don't know the reason for the banking soda). We have been in contact with our pediatrician, but because the rashes have not improved, my wife will be taking the girls to the doctor tomorrow morning.

I am not happy with your Baby Dry Overnight Extra Protection diapers. I do not have the Production Code or the UPC Code, because I promptly threw away all the remaining Extra Protection diapers to avoid confusion with the Cruisers, thus preventing further burns and rashes to my children’s sensitive parts.

I think these diapers have a serious flaw that needs to be addressed before other little babies are hurt as well. I also believe some reimbursement in the form of diapers is in order. As to the amount of diapers you feel would fairly compensate my family, I will tell you that we have purchased and used approximately 8,000 Pampers diapers over the past year at a cost of approximately $2,600.00. Also, my wife and I are attorneys. I don’t mention that we are attorneys because I am threatening to sue Pampers over a rash; that would probably be excessive and cost prohibitive. I tell you this because our time has an established market value. My wife’s billable rate is $[ ] per hour. Tomorrow she will miss approximately [ ] hours of work taking the kids to the doctor, for a total value of $750.00. In addition to the $750.00, we will pay a $20.00 co-pay for each girl, bringing the total to $790.00. I expect that we will receive a prescription cream for which we will pay a $35.00 co-pay, which brings us to $825.00. Gas driving to and from the doctor and the pharmacy will be another $2.00. We also paid about $26.00 for the diapers that I threw away, which brings the grand total, not counting the value of the discomfort of our kids and my time writing this complaint to $853.00.

If you could please send $853.00 worth of Size 3 and Size 4 Pampers Cruisers, to the following address, I would greatly appreciate it:

Gary [ ]
[ ]
[ ]

Thank you in advance for your attention to this matter.

Gary [ ]
_________________

From: "P&G North America"
To: gary[ ]@aol.com
Subject: Thank you for contacting Pampers.
Date: Thu, Jul 16, 2009 3:24 pm

Hi Gary,

Thanks for contacting Pampers.

I'm sorry about your experience. Our products and packages are thoroughly evaluated to be safe when used as directed, and we wouldn't expect the results you described. I'm sharing your report with our Health and Safety Division. Meanwhile, please hold on to the package and any remaining product for two weeks in the event our Health and Safety Division needs to retrieve them.

Your satisfaction means a great deal to us so I'm also responding by postal mail. Look for my letter to arrive within the next 2-3 weeks. For answers to medical questions, we recommend you speak with your doctor who will be able to give you the best advice.

Thanks again for getting in touch.

Kelly
Pampers Team
_________________

From: gary[ ]@aim.com
To: pg_naconsumerrelations@mailnj.custhelp.com
Subject: Re: Thank you for contacting Pampers.
Date: Thu, Jul 16, 2009 3:58 pm

Kelly,

Thank you for the response. Everyone makes mistakes; I didn’t expect the flaming rash and open wound either.

As stated in my initial correspondence, I have thrown away the package and remaining product to prevent further injury.

Please advise on the status of my $853.00 worth of Size 3 and Size 4 Pampers Cruisers.

Gary [ ]

P.S. Are you a real person or am I replying to a computer named Kelly?
_________________

From: "P&G North America"
To: gary[ ]@aol.com
Subject: Thanks for contacting Pampers
Date: Thu, Jul 16, 2009 4:40 pm

Hi Gary.

We do appreciate your loyalty to Pampers and have forwarded the experience your family had with our Health and Safety Team. I am sorry for any confusion our previous message caused as the compensation we are sending is for just the diapers that you had the problem with. Your request for additional compensation has been sent to our Health & Safety Team who will most likely follow up with you via postal mail for additional information and in a separate mailing.

Thanks for writing.

Mary
Pampers Team
_________________

From: gary[ ]@aim.com
To: pg_naconsumerrelations@mailnj.custhelp.com
Subject: Re: Thanks for contacting Pampers
Date: Thu, Jul 16, 2009 5:21 pm

Mary,

What happened to Kelly? Was Kelly a computer? I actually think I may have caused the confusion by asking for $853.00 worth of diapers. I am not seeking money compensation from Pampers; I would just like diapers, please. I was using the figure to roughly quantify the value of the diapers. For simplicity’s sake, why don’t we just call it “2,843 diapers?” I trust this will avoid any future confusion.

Thank you.

Gary [ ]
_________________

From: "P&G North America"
To: gary[ ]@aol.com
Subject: Thanks for contacting Pampers
Date: Thu, Jul 16, 2009 5:32 pm

Hi Gary.

Thanks for writing back. First I would like to assure you that Kelly is a person and one of my associates here in our corporate headquarters.

I do appreciate you clarifying your request for compensation, however any request for compensation above the product you had the problem with is handled by our Health & Safety Team. I have forwarded your detailed messages to them for follow up.

Thanks again for writing.

Mary
Pampers Team
_________________

From: gary[ ]@aim.com
To: pg_naconsumerrelations@mailnj.custhelp.com
Subject: Re: Thanks for contacting Pampers
Date: Thu, Jul 16, 2009 5:54 pm

Mary,

I am glad that Kelly is a person and not a computer.

My apologies, I thought there was some confusion that I was asking for money. Just to confirm, the Pampers Team is sending me 64 diapers (Size 3 or 4 Cruisers) and my request for the balance of 2779 diapers is being forwarded to the Health & Safety Team for consideration.

Thank you for you assistance, and please thank Kelly for her assistance as well.

Gary [ ]
_________________

From: "P&G North America"
To: gary[ ]@aol.com
Subject: Thanks for contacting Pampers
Date: Thu, Jul 16, 2009 9:23 pm

Thanks for getting back in touch, Gary.

I'm sorry for the confusion and I appreciate the opportunity you've provided for us to try to clear things up.

After we received your first message, Kelly shared your report with our Health & Safety Consultants. To help compensate for your purchase of Pampers Baby Dry Overnight Extra Protection, she requested a check in the amount of $26. You should be receiving this check within the next 2-3 weeks.

Your request for additional compensation will be handled by our Health & Safety Consultants. They typically follow up by postal mail.

I hope this information is helpful. More importantly, I hope your daughters are feeling better. We value your loyalty to Pampers and appreciate the time you've taken to get in touch.

Linda
Pampers Team
_________________

From: gary [ ]@aim.com
To: pg_naconsumerrelations@mailnj.custhelp.com
Subject: Re: Thanks for contacting Pampers
Date: Mon, Jul 20, 2009 11:08 am

Linda,

Thanks for getting back. I still think I may not have been completely clear in what I was asking for. I do not want money. I do want a 64 pack of diapers, please (plus whatever the Safety people send). If you send me a check, I just have to go to the bank and deposit it or cash it and then drive to Babies R Us and buy the diapers. If you could stop the check request and just send some diapers - that would be great. From Proctor & Gamble’s standpoint, I think you are better off sending 64 diapers as well. A 64 pack of Size 3 Pampers Cruisers retails for about $20.00, and P&G’s cost should be considerably less than that, even taking into account the shipping costs.

On the baby butt front, we have seen a good bit of improvement after Friday’s doctor appointment. Our doctor prescribed a compounded antibacterial, antifungal, anti-inflammatory cream. If your department keeps notes on product specific problems and other people call about the Extra Protection diapers, you may want to recommend that they go see their doctor as opposed to just calling the doctor. It is hard to convey the severity of the chemical burn over the phone, so it was helpful for the doctor to actually see it. I know you guys don’t give medical advice, so that may be tricky.

Thanks again.

Gary [ ]
_________________

From: "P&G North America"
To: gary[ ]@aol.com
Subject: Thanks for contacting Pampers
Date: Mon, Jul 20, 2009 4:06 pm

Hi Gary.

Thanks for writing and I will share your additional comments regarding the girls condition with both our Pampers and our Health & Safety Team.

Unfortunately, we are not able to send actual diapers for a couple reasons. The check we are sending is for $26 so actually more than you stated you paid for the package of diapers, that check has already been requested and can not be cancelled. Further we do not have actual product on hand to send out. Our compensation is either in the form of coupons or refunds not actual product.

While we could issue coupons it would require having you return the check we mailed back to us and once it is received we could send a product coupon. However this option would be much more time consuming as mail is handled in the order it is received so it may be some time before we got to the check if you did send it back and then issued a coupon.

Thanks again for writing.

Mary
Pampers Team
_________________

From: gary[ ]@aim.com
To: pg_naconsumerrelations@mailnj.custhelp.com
Subject: Re: Thanks for contacting Pampers
Date: Mon, Jul 20, 2009 5:29 pm

Mary,

Just to be clear. The package of Extra Protection diapers that caused the burns was about $26.00. A package of Cruisers that does not cause burns that I would have liked as a replacement is only about $20.00. That is where is $6.00 difference comes in. My outlay was actually about $26.00 plus the other line items I listed in my initial correspondence. I just didn't want the more expensive diapers again.

I will keep an eye out for the $26.00 check.

Thanks.

Gary [ ]
_________________

From: gary[ ]@aim.com
To: pg_naconsumerrelations@mailnj.custhelp.com
Subject: Re: Thanks for contacting Pampers
Date: Wed, Jul 22, 2009 8:23 pm

Mary,

I received the $26.00 check today. I would like to return it and get the product coupon for a 62 pack of Size 3 Cruisers as suggested. Could you please give me the best address to get that back to P&G.

Thank you.

Gary [ ]

_________________

Now, I don't want to give the impression, by my acting like a buffoon in my emails, that I don't take a product injury to my children seriously. I just don't know how else to give it to the people at Pampers. I figure if the customer service people have enough traffic about Pampers Overnight Extra Protection diapers, it will raise some sort of flag and they will re-evaluate the product. It almost certainly won't work, but I don't have any better ideas other than writing the words "Pampers Overnight Extra Protection" diapers over and over with links in hopes that someone will see this post and not buy Pampers Overnight Extra Protection diapers.

Status: Sitting on the edge of my seat waiting to hear from the Health & Safety team regarding the other 2779 diapers. After three weeks and the use of the antibacterial, anti-fungal, anti-inflammatory paste, Rosemary has just recently cleared up and Piper still has a mild to medium rash. I'm still pissed.

9 comments:

  1. hahahaha love the e-mails! You're great! Congrats on triplets, bet your life is heeeectic!!

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  2. Gary, I enjoy your blog soooo much! What a sense of humor.....

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  3. Alesha Hardin-OsburnJuly 28, 2009 at 1:05 PM

    hells yeah dude! More dads should be just as involved as you!

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  4. I'm so sorry about your poor little babies' butts. That's just not acceptable. But your emails did crack me up:)

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  5. Oh my goodness...that was too funny (not about the rash of course but the correspondence)! Don't you know they were like "sheesh, this dude won't quit!" Good for you!

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  6. These emails are great - we also had trouble w/ these bad diapers (and had no luck w/ Pampers). They leaked out these gross pearl-like thingies...diaper innards? Awful. Great post.

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  7. I too am a father of triplets. My wife and I purchased a package of those Pampers Overnight diapers. We used one on my son and in the morning time when I went to change him, there were about a million little white flakes in his pajamas and inside the diaper. His little tush was covered in these things.
    Later in the day he developed a fever and we took him to his pediatrician who sent us to the emergency room. Turns out he has a Urinary Tract infection. He hasn't peed in over a day. We have had to go back to the emergency room again last night.
    I don't know if this has anything to do with the Pampers overnights. I went online to see if anyone had found any problems with these diapers and found this website.

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  8. When I began reading this I immediately thought of this post from last year. Take a look...

    http://www.walletpop.com/blog/2010/05/07/recall-pampers-dry-max-movement-gets-slammed-by-procter-and-gamble/?utm_source=twitterfeed&utm_medium=twitter

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  9. I can only gather that PG is going to get what was coming to them for years now. Sad to see punishment in reality. I was never compensated for my ideas for the Easy-Ups diapers and the Wings Always napkins, and I warned them they would lose one way or other. It may be only the beginning of a long list of attacks against them.

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