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I use johnson's baby detangler. and I use tons of it.
I ll second the fabric softener followed by a spray of kids detangler and then gently brushed with a wide tooth metal comb. The hair is really not designed to be played with unfortunately and oddly; if they are not on display only then you should be prepared to treat them reasonably often.
I dont think its really something BAB are used to having on a plush and therefore it is perhaps something they could have done with doing more work on. I do think the quality of the hair is perhaps done so that the toy can be machine washed. Although I know you are told not to do it, no doubt they have to be manufactured to a degree which allows for the possibility. I would guess...and its only a guess...that the grade of hair is changed from the regular nylon one [which would perhaps melt or frizz in a washing machine] to something more accepting of this kind of treatment.