October 30, 1997



Dear [Customer's name]:

Thank you for your letter dated October 18, 1997 to John Lord, president of Carrier Corporation.

While I regret the troubles you have experienced, please know that Carrier has made every effort to rectify the situation and work toward an equitable solution. In this regard, we have:

1) offered to replace the heat exchanger in your furnace at no charge, and

2) agreed to comply with your request for a refund by offering your installing dealer the price he originally paid for the Carrier furnace four years ago.

It is my understanding that you have declined both of these offers.

I can assure you that Mr. Lord is aware of your situation and looks forward to a fair and reasonable resolution to all parties involved. We understand the Fairfax County of Consumer Affairs has suggested a mediation session between yourself and your installing dealer. Your installing dealer has agreed to participate in this process. Given this, Carrier Corporation will await the outcome and final decision of this process prior to proceeding any further.

Thank you for bringing your concerns to our attention.

Sincerely,

John M. Mandyck

cc: Ron Facchina, AES
Susan Daly, Carrier Corporation
Adolf Wais, Carrier Corporation
Guy Fauconneau, Carrier Corporation
John Lord, Carrier Corporation