As per the other reports I've read on this site and perusing the internet, regardless of the warranty you think you have on a Serta mattress, you don't have one. My girlfriend and I have nicknamed my "Mystery Elite" the "Black Hole". The mattress was fine for the first 3-4 months, but then developed a sag in the middle that would bring my girlfriend and I a lot closer to each other during the night. And then the back and neck aches and the tossing and turning started. We called the retailer (United Furniture Warehouse) and they had Serta send out a "Technician" to check things out. Look in the dictionary for the definition of the word "joke" and you'll find the MATTRESS TECHNICIAN. I told both of these jokers (we had 2 come to see this mattress) that it's not until you lay on the mattress that you'll notice the extreme discomfort of the bed. The first tech had serta replace the boxspring. That didn't work. The next tech wrote up his report that boiled down his "technical evaluation" to a "comfort issue". No %^$$^^%$$$ sherlock, of course it's a comfort issue, the bed was comfortable and now it's not. Both Serta and United Furniture told us there was nothing we could do because "measurable sag" did not fall into the warrantable range. After pleading with the rep in Edmonton and his handler in Calgary (territory manager), they told me that "there is nothing we can do for you". I called back to see if there were any options open to us and the manager (B. Lancaster) graciously offered to let us pick another model from a retail store, e-mail him the model and he'd give me the mattress at direct cost. Not good enough Serta. I'm open to suggestions if anyone has had any luck getting a warranty issue taken care of with these people.
We would like to avoid going to small claims court, but from what I've read and researched, that seems to be the only way to get the attention of these bozos. Anyhoo, there is my story and I know I'm not alone. My advice is to get the retailer to put it in writing that you need a special "out" in case the mattress does not live up to it's billing.