S795-30 balance

A quick learner from USA says:
March 30, 2017
I recently ordered the Series 795-30 from you and unfortunately one of the balances broke immediately after installing it. I am enclosing a photo for your review.

If you could please assist me with this matter that would greatly be appreciated.
User submitted image of their window hardware.
.
Profile picture of Paul
Paul from SWISCO responded:
April 4, 2017
I'm sorry to hear you had trouble. Can you tell me how heavy the sash this balance supports is? Can you also tell me if both balances broke, or just this one?
30" Series 795 Channel Balance
30" Series 795 Channel Balance
S795-30
$13.87
How to Install a T-Lock Shoe on a Channel Balance
How to Install a T-Lock Shoe on a Channel Balance
VIDEO
WATCH >
How to Convert a Crossbow Balance to a Channel Balance
How to Convert a Crossbow Balance to a Channel Balance
VIDEO
WATCH >
How to install the 26-200 Screw Plug
How to install the 26-200 Screw Plug
VIDEO
WATCH >
Modifying the Series 795 Balance
Modifying the Series 795 Balance
GUIDE
READ >
Reply to Thread
Use this form to ask a follow-up question or to share your experience regarding this subject.
(your email address will be kept private and is only used to inform you when a response has been made)
Current wait time is 3-4 business days
We promise that one of our experts will personally get back to you as soon as they are able. Thank you very much for your patience and understanding. If your inquiry is time-sensitive, please feel free to reach us at (888) 991-1929 or at help@swisco.com.