8½ yr old Tempur Pedic Rhapsody queen size mattress which is sagging on my side > 1". Mattress sits on Tempur Pedic foundation, bed frame has six 1½" x 6" slat supports. Submitted warranty claim 2+ weeks ago, with all pics and required documentation. Paid > $3000 for this mattress, and I love(d) it, but don’t want to replace it after such a short period. Last mattress which cost 1/3 the price lasted > 15+ years.
How long should it take to hear from a warranty claim?
Hey LarrySinNJ,
Welcome to the Mattress Underground 
! Thanks for your question.
This is a good question and one that I wish there were an easy answer for, Larry. The warranty claim processing time varies among manufacturers and my guess based on other consumers’ posts is that anywhere from 4-6 weeks may be the current norm. I read Tempur’s current warranty and it’s quite specific regarding necessary documentation (BTW, good job on having the required paperwork ready to go), so from this point you will need to take an active role in being your own advocate in the process. From Tempur-Pedics’s warranty page:
You may contact Tempur-Pedic’s Customer Service Department by calling toll-free 1-800-821-6621 or by sending an email to customer.service@tempurpedic.com.
If more than 2 weeks have passed with no word from them, a follow-up email and call asking when you can expect a response is perfectly acceptable. They also have a live chat feature on their site, and you may get a general idea of processing time should you ask there. Don’t be afraid to reach out to them as they have a customer support team who provides status updates on customer issues. I am sorry to hear of your Rhapsody’s sagging and hope that they will offer a resolution soon. In the meantime, start a follow up log and check in with them regularly. This will also document your attempts to communicate with TP and reach a mutually acceptable remedy, hopefully sooner than later. Good luck with your warranty claim and let us know how things worked out 
.
Thanks,
Sensei