September 5, 1997


Dear [Customer's name]:

Thank you for your letter dated August 30, 1997 addressed to George David, Chairman and CEO of United Technologies Corporation. Mr. David has asked me to personally review your situation and respond to you on his behalf.

I appreciate the documentation you provided, and I have examined the information in great detail. We apologize for the frustration you have experienced due to the intermittent lockouts caused by excessive condensate in your Carrier furnace.

Carrier Corporation has offered to provide a replacement heat exchanger to your servicing dealer, including the cost of labor to rectify the situation. I again make this offer to you today and assure you will not be charged for the repair. Once the heat exchanger has been replaced, we will also coordinate a job visit with your servicing dealer, the area Service Manager, and our District Customer Assurance Manager to evaluate your furnace. Upon inspection, if the integrity of the burners or any other components have been adversely affected due to excessive condensate and found inadequate for proper service, consideration will be made to replace these affected components as well.

I am sorry to inform you that Carrier Corporation respectfully denies your request for a new replacement furnace [this is an incorrect statement]. We truly believe that the offer we have presented is equitable, as we are committed to reaching a solution. I suggest that you make arrangements with your servicing dealer as soon as possible so that this matter may be addressed. If the secondary heat exchanger is not replaced, you will most likely continue to experience intermittent failures [this is an incorrect statement].

Again, thank you for writing and we look forward to participating in the resolution of this matter.

Sincerely,

John Mandyck


C: Ron Facchina, AES Alexandria (FAX 703-548-7990
Susan Daly, Carrier Corporation
Adolf Wais, Carrier Corporation (FAX 804-355-4472)
George David, UTC