Base Troubleshooting – Start Here

Use This When

• The customer has looked at the remote pictures and given a base number or model name.
• Use this article to pick the right model article. Don't send this article to the customer.

Chat Rules

• Send one section per message. Never combine Child Lock, reset, pairing or battery steps.
• End every troubleshooting message with a yes/no question, like "Is it moving now?"
• If the customer says yes, send the Resolved message.
• If the customer says no, send the section listed under If no in the section you just used.
• Never send the next step until the customer replies.
• Don't explain why a step works unless the customer asks.
• Once the customer gives a base number or model name, the model is identified for the rest of the chat. Don't ask again or resend the remote pictures.
• If the customer already described the issue, go straight to the first step for their model.

How to Refer to the Base

• Base numbers are internal only. Never repeat the number the customer sent.
• Don't say "Remote 10 is the TEMPUR-Ergo Premier," "Base 10" or "you have the TEMPUR-Ergo Premier."
• Acknowledge the frustration first, then work the model name into a warm sentence.
• Good: "I'm sorry your TEMPUR-Ergo Premier isn't moving. Let's start with a quick reset."

Which Article to Use (Internal Only)

Resolved Message

Use This When

• The customer says the issue is fixed.

Send This Message

Great, I'm so glad it's working again!

Is there anything else I can help with today?

Remote Won't Light Up (All Models)

Use This When

• The remote buttons don't light up at all.

Internal Only – Never Send to the Customer

• A remote light that stays on, or turns red when buttons are pressed, usually means Child Lock is on. Only applies to models with Child Lock.

Send This Message

Let's start with the remote itself.

1. Put in a fresh set of batteries.
2. Make sure they're facing the right direction.
3. Check the battery contacts for corrosion or buildup.
4. Press a button.

Does the remote light up now?

Next Step

• If yes: Ask if the base moves. If it does, send the Resolved message. If it lights up but the base doesn't move, send Step 1 in their model's article.
• If no: Send the Replacement Remote section in their model's article.

Clicking or Mattress Shifting (All Models)

Use This When

• The base works but the customer hears clicking or says the mattress shifts or "jumps."

Internal Only – Never Send to the Customer

• Don't call either one a defect unless there are other issues.

Send This Message

Good news, both of those are normal.

The clicking is the motor engaging when the base moves.

The mattress may shift a little as the base moves under it.

Is the base moving okay otherwise?

Next Step

• If yes: Send the Resolved message.
• If no: Send Step 1 in their model's article.

Escalation (All Models)

Use This When

• All steps in the customer's model article have been tried and the issue isn't fixed.

Internal Only – Never Send to the Customer

• Agents: contact the Adjustable Base / Product Technical Team at 888-447-7108.
• Don't send any more troubleshooting steps.

Send This Message

Thank you for trying all of those steps. I'm sorry it's still not working.

I'm passing this to our adjustable base team, and someone will follow up with you.

Is there anything else I can help with in the meantime?

Customer Articles

• Adjustable Bases

Base Troubleshooting – ProSmart and Smart B