20 July 1997

Customer's Identification of Incorrect Statements in Carrier’s Letter Dated 30 June 1997

A. "As you know, [installer] modified the installation of the venting system"

Not completely accurate. Carrier's technical representative also made modifications to the unit including cutting the sheet metal used to reduce the incoming air flow.

B. "... as a result of [Carrier's technical representative] 's April 1995 inspection of your system."

Absolutely not true. When I wrote on April 5, 1995, Carrier immediately (April 13, 1995) rejected my request that my warranty be extended. No April 1995 inspection was performed. Carrier's regional technician did not inspect the furnace until 1996, and he only did so when the installer requested it because I was preparing to file complaints with the county. There is absolutely no way Carrier can claim that their regional technical representative looked at my furnace as a result of their "investigation."

C. "... in order to have this matter resolved at no cost to you."

Not true. I have spent hundreds of actual dollars and thousands of dollars in vacation time during the four years of this nightmare. Every time I have to take vacation from work or pay someone else to babysit technicians, I pay.

4. "... I hope you take advantage of our offer to have [installer] end the chain of events that promopted your letter..."

Unconfirmed claim. No one knows if replacing the heat exchanger will stop the failures. Another distributor has stated that Carrier's heat exchanger problems were on an earlier model of furnace, the SXA, not the SXC that I have. Even if a different heat exhanger would stop the intermittent failures, it would not repair the four years of corrosion. If it doesn't, I will endure my fifth miserable winter with a faulty furnace.