May 21, 1997


Dear [Customer's name]:

We regret to learn that you have experience another problem with your Carrier gas furnace.

I have researched your situation and found that your dealer has pinpointed the condensation problem to extra silicone present in the secondary heat exchanger cell of your gas furnace [this is an incorrect statement]. Upon your initial conact with us of April 5, 1995, we immediately investigated the situation which included a visit to your home from our technical representative [this is an incorrect statement]. At that time, it was found your furnace was locking out or intermittently failing due to improper installation as the system was terminated improperly at the roof [this is an incorrect statement]. Upon the recommendations of our technical expert, your installer made the necessary corrections. We do agree that the extra silicone was most likely applied at the factory, however, we do not fee that the furnace installed in your home is, in fact, a "lemon," as the initial problems stemmed from improper installation. Our equipment is designed to be field repairable in the event a manufacturing defect is discovered, therefore, Carrier Corporation will supply a replacement heat exchanger cell to your installing dealer at no charge under the terms of our warranty policy.

We do undertand your frustration and concerns. I can assure you that there has been no product recall on your Carrier 58SXC080101GG gas furnace [this is an incorrect statement]. If a recall were in effect, you would have been notified by Carrier Corporation and your installing dealer immediately. I am sorry to inform you that your request for a new furnace has been denied. If you choose to replace the heat exchanger cell, I would suggest contacting your installing delaer to make arrangements. The replacement heat exchanger will carry a lifetime warranty. If you wish to pursue a refund for your Carrier equipment, you must work through the installing dealer with whom you initially contracted.

We apoligize we could not meet your demands for complete replacement or refund. We work very hard to manufacture world class quality equipment that provides years of total comfort to our customers. Your unfortunate experience challenges us to work even harder to improve upon the quality of components used in our equipment. We appreciate your taking the time to bring this matter to our attention [this is an incorrect statement]. Sincerely,

Susan E. Daly
Customer Relations
Carrier Corporation

CC: Ron Facchina
AES Washington
300 Swann Ave.
Alexandria, VA 22301