Hi supparo,
Shoulder and hip pain can indicate a sleeping surface that is too firm if they are pressure related but they can also indicate an alignment issue if the mattress is too soft and the joints are being hyperextended by sinking in too far and not in their “neutral” position. The lower back pain points to this as well so these may be connected. Shoulder or upper body issues can also indicate an issue with either thickness or softness of a comfort layer or a pillow issue as the distance between your head and the mattress may have changed.
The first step would be for you to decide whether this was an issue of pressure relief or alignment but given that you are on a softer comfort layer the odds would indicate it was more connected to alignment at least as far as the hip and lower back issues. You also may be dealing with two completely separate issues (shoulders and hips) with two different causes.
I would need much more information than is possible on a form to “diagnose” any issues on a mattress though other than providing you with more generic possibilities or some insights about what may be happening and encouraging you to work with the people who made the mattress.
If your shoulders are wider than normal then besides your pillow, comfort layer thickness can also play a key role. In other words your shoulders may need to sink in further than they are (or your head may need better support) and your hips may need to sink in less than they are. This can seem contradictory (seems to indicate both the need for softer/thicker and firmer/thinner) and it can take some intuitive analysis for you to decide on the best course of action. The reason they are both possible is because while the shoulders are wider and lighter and need to sink in relatively more … they also have less surface area than the hips so the weight there is more concentrated until you sink in enough that the torso begins to take up weight.
Unfortunately there are too many variables to have any sure fire way to diagnose mattress problems based on “theory at a distance” outside of your own personal experience with either testing or sleeping on a mattress and to look at the “preponderance of the evidence”. It’s also not just as simple as 'too firm" or “too soft” because it would depend on what “type” of firmness or softness you were talking about (see post #15 here), along with layer thickness, layer softness, and the combination of all the layers in a mattress and how they interact together and with you in each of your sleeping positions (which I don’t know and could make a significant difference as well).
It seems to me though that the “odds” say that under your hips is too soft/thick and I would begin there and then deal with the shoulder issues either with changing your pillow or based on your experience with the change under your hips/pelvis and deciding then what to do with the remaining issue. It’s usually best to work with one issue at a time and first deal with alignment and pillow issues before dealing with the rest. If you purchased one of their mattresses with a layer exchange possibility … then the first step would be to talk with them so see what they suggest as well but if it’s possible then it seems that a firmer choice would be going with the odds.
Phoenix