I would tell them to hand soak the quilt in the future, either in the bathtub or washing machine with no agitation at all. Spin (or drain, if in the tub) the soapy water out (I recommend Orvis instead of laundry soap), fill with rinse water and soak (again, no agitation at all), then drain or spin that out. Repeat with another rinse in exactly the same way. Line dry out of sunlight, never dry in the dryer with heat. The agitation in a washing machine is very hard (and not recommended) on all quilts. One like this is particularly vulnerable to damage from agitation.