18 October 1997


Mr. Howard Baker, Jr.
Board of Directors, United Technologies
Partner, Baker, Donelson, Bearman & Caldwell
165 Madison Avenue
Memphis, TN 38103


Dear Mr. Baker:

United Technologies’ Carrier Corporation sold me a faulty product and has stonewalled for years. I have given them every opportunity to remedy the situation and they have delighted in thumbing their noses at me.

I have written letters up the chain of command, ending with the presidents of Carrier and United Technologies. Every letter appeared to be deflected to Carrier’s customer relations department.

I have written to you because I believe that as a board member, you can and should get this information to the people who can address my situation and Carrier’s larger quality control and customer service problems. Even if you do not have time to address this problem yourself, please forward this information to a responsive senior level manager who does.

It would be much better for everyone if this problem was resolved now and the problems within Carrier were voluntarily corrected. However, if they are not, I have other options which I will need to pursue. Unfortunately for Carrier and United Technologies, if I give the go-ahead on these options, they will result in significant public visibility regarding this dispute.

Please contact me by October 31st and let me know to whom you forwarded this information. Thank you.


[Customer's name]