15 August 1997

Customer's Identification of Incorrect Statements in Carrier’s Letter Dated August 1, 1997

1. "I have been trying to reach you by phone and have left messages at both your work and home phone numbers."

Technically true. However, my outgoing voice mail message clearly stated that I was out of town and that I would be back within the week. Since Carrier was offering the same 'solution' that I had rejected several times already, I don't understand their impatience.

2. "Many of the problems that you experienced with your equipment stem back to improper installation..."

Unknown. The installer has admitted that he did not install the furnace according to Carrier specifications. However, even after these errors were corrected, the furnace's performance did not change. The furnace continues to fail in the same manner and under the same conditions as it always has.

3. "We would like... to set up a job visit to review your application. ...Mr. Ron Facchina ...suggests this job visit take place just prior to the heating season..."

Odd. When I called Carrier's Customer Relations department, a representative was not available. The receptionist read the message in the file which stated that they wanted to schedule a visit in late September when they "would be less busy." Resolving this problem does not appear to be as high a priority for them as their acknowledged flury of phone calls would indicate.