April 5, 1995

Consumer Relations Manager
Customer Relations Manager
Carrier Corporation
Customer Relations Department
P.O. Box 4808
Carrier Parkway
Syracuse, New York 13221-4952

Dear Consumer Relations Manager,

I am writing to request that my furnace warranty be extended. I had a new Carrier furnace, model 58SXC080---101GG, installed in June of 1993. The following winter it began failing intermittently. The unit would shut itself off and not come back on until it had been manually turned off and on several times via the thermostat. Often, when the unit was turned on, it would begin to come on for a minute or two, and then it would shut itself off again. If often took half and hour of turning the unit on and off before it would actually stay on and begin heating.

[installer's name], tried several approaches to remedy the problem including a new thermostat, relay, and various adjustments. However, the unit continued to fail. The failurs usually occurred during the middle of the night when temperatures were very low, however on several occasions they also occurred during the day when temperatures were milder. In addition, the failures tended to occur in groups. For example, the unit would fail every day for three days, and then not fail again for four or five weeks.

This winter the unit failed several more times. [Installer] worked with Mr. Ron Facchina, the Carrier regional distributor, and decided that modifying the air intake might solve the problem. [Installer] made this modification in March of 1995. No failures have occurred in the past two weeks, but I am concerned that we still cannot determine if the problem has been solved.

I understand the difficulty in diagnosing and correcting intermittent failures. However, I paid for a working furnace with a warranty. Instead I have spent two winters periodically waking up to 45-55F temperatures and having to find house sitters even when I'm only away on business for two or three days. At the very least, I expect you to extend my warranty until it has been determined that my furnace is working properly.

Please notify me in writing of your plans regarding my furnace. Thank you.

Sincerely,



[Customer's name]