Raymond L.

I received a Tempur-Pedic Split King Ergo Smart Twin XL bases and set them up based on the Split Base installation on a Friday evening. Connecting the bases together, as required to allow the Sleeptracker-AI processor to work, fails with the message "MISSING CONTROL BOX". After calling Tempur-Pedic and being put on hold for over an hour; I was transferred to the company that makes the controllers for their beds vs. them helping me. I ended up having to call back the following day since they closed and wait again for a service tech to answer. Once I finally connected to a Sleeptracker tech I was told to connect the bases up differently from the instructions by bypassing one of their "SMART CABLES". Neither way worked so I was differed to the Sleeptracker second tier support; Matthew. He sent me an email with instructions and images explaining how to connect the bases that was identical to the instructions the previous tech told me. There were emails back and forth with Matthew explaining and illustrating the setup and connections before he finally agreed that it doesn't work but blamed it on a bad "SMART CABLE". Fortunately; each base has a duplicate Smart Cables so I was able to take the one from the second base; however, that one didn't work as well and Matthew blamed it on another bad Smart Cable. He was going to send out a Smart Cable that he "Updated" but it was going to take time to get it. I already reported the issue to the company that sold the bases to me and they were already sending out two brand new bases. New bases came the following Tuesday and I had the installers try to connect and setup the bases but it failed with the EXACT same issue and Matthew again told me it was a hardware issue with the Smart Cable. At this point I have tried FOUR new bases and Smart Cables and NONE of them worked. Since NONE of their products are returnable I would HIGHLY recommend a FULL demonstration of them setting up the bases working with the Sleeptracker!