Tempur-Pedic TEMPUR-Ergo Extend Smart Base, Twin XL

A warranty from Tempur-Pedic = no warranty + hours of frustration.Over the last 2 months, I spent 20+ hours on the phone with technical assistance & customer service reps. from Stearns & Foster, Sealy, Tempur-Sealy & Tempur-Pedic (all appear to be the same corporate entity). A warranty call is referred from one department to another to another. Most people would give up after 5-6 hours. I wish *I* had. Tempur-Pedic does a good job of *pretending* they'll honor the terms of their warranty...until the very last step.This experience with Tempur-Sealy began when my electric bed frame stopped working. The 1st & 2nd techs said the issue was a remote. The company no longer makes it. Their solution? I buy a used (& potentially broken) remote from eBay (for hundreds of dollars). The 3rd tech said the issue was a broken part. My warranty said I paid for parts & service calls (but if the frame can't be repaired, it'd be replaced). So I paid a few hundred dollars for the part + repair.The repairman brought the part. But it arrived used & broken. 2nd try: the part (again) arrived used & broken. 4 years after my purchasing the frame, Tempur-Sealy had stopped making remotes & parts for their product. I assume the idea is to frustrate customers so much that customers abandon processing their valid warranty & just buy a new product.I finally reached the "escalation department" & was almost immediately told "Your bed isn't under warranty". Those 20+ hours of customer service calls were recorded. So I asked my "escalation advocate" rep to review the *many* calls where their reps said my frame *was* under warranty. I also reminded this "advocate" that, in his last call, *he* had said my bed was under warranty. Why would Tempur-Sealy "service" my warranty for 2 months if the frame *wasn't* under warranty? No response.After 20+ hours of warranty "service", it's clear the company didn't have parts to fix my frame. They refuse to honor their "Can't fix, replace" warranty. They also won't return my money, paid for broken, then returned parts.My next step is small claims court. I asked for the small claims "service" address & received an email saying they'd sent it. They hadn't. I told them I hadn't received it. No response.I called corporate headquarters. Every phone option led to a recording: "You must call M-F, 8-5 EST." But of course, I *was* calling during those working hours of the week.Tempur-Pedic customer service reps frequently reminded me that they are (supposedly) #1 in Customer Service. Given the dystopian nightmare that is their warranty process, this cannot possibly be the case. Buyer beware!

We did not buy it via Amazon. We did a local purchase with the intent of getting the Extend Smart base, split king (twin XL). When it arrived and sat up, we did not notice the missing pillow tilt feature until after the delivery was made. We contacted the local store and found out there was incorrect information on their website. It took us about 2 weeks working with the sales person to straighten out the order. During that time, they allowed us to continue using the Extend base until the correct Extend Smart Base with pillow tilt and perfect sleep arrived. Just before they were going to place the order for the correct item, I reviewed one more time the differences between the Extend base and Extend smart base along with the pros and cons of pillow tilt. I found out that the Tempur Pedic Extend Smart Base with the pillow tilt does not allow for the disabling of the pillow tilt feature when raising the chest area of the bed. I also verified this by contacting Tempur Pedic sales support. Due to recent medical issues, I needed the ability to raise the chest area without a full time pillow tilt. Any pillow tilt while sleeping will worsen any snoring condition and restrict airway passage. There are other manufacturers that have the feature provided using a second motor so that it can be raised without tilt. We are going to see at the end of our trial time with the units if we are going to stay with the regular Extend Base or go with a different manufacturer that provides the pillow tilt with perfect sleep feature. This is a shortcoming and disappointment from Tempur Pedic to have the pillow tilt without the option to disable the feature when raising. Would not recommend if you need to sleep in a raised position.