June 30, 1997


Dear [Customer's name]:

Thank you for your June 16, 1997 letter addressed to Guy Fauconneau, President of Carrier Corporation North American Operations. Mr. Fauconneau asked me to review your situation and respond to you. Please accept my sincere apologies that one of our products and our after-sales support failed to meet your expectations for quality performance.

I reviewed your service history with Ron Facchina, service manager at our distributor, Automatic Equipment Sales of Washington, and Carrier's Residential District Customer Manager. As you know, [installer] modified the installation [this is an incorrect statement] of the venting sytsem for your Carrier gas furnace as a result of Ron's April 1995 inspection of your system. Regrettably, your problem did not end there. I am advised that Ron recommended to [installer] that the secondary heat exchanger be replaced in your furnace. Please contact [installer] before September 1, 1997 in order to have this matter resolved at no cost to you [this is an incorrect statement].

____________________ [customer's name], I assure you that customer satisfaction is a primary goal for all of us at Carrier. While I apologize for the inconvenience and frustration that intermittent operation of your furnace caused you, I hope you take advantage of our offer to have [installer] end the chain of events [this is an incorrect statement] that prompted your letter to Mr. Fauconneau.
Again, thank you for writing and for selecting Carrier equipment for your home.

Sincerely,

Denise E. Richardson
Supervisor, Customer Relations
Carrier Corporation

C: Ron Facchina, Automatic Equipment Sales of Washington
Adolf Wais, Carrier Corporation
Guy Fauconneau