Crestline window part
Thanks for reaching out to us. It definitely looks like a problem with that wheel, but the bad news is that these aren't provided separately by any manufacturer. If yours are broken, then you'll need an all new operator.
I feel confident that we can help to that end. Before I suggest anything, I'd like a clear, top-down photo of the base. If there is any secondary split arm I would also like to see that, though the ideal photo would be everything all together in one shot. Please let me know if that would be possible.
Harlen
That is precisely what I wanted to see, thank you!
With this photo in mind, my top suggestion is the 39-032 Truth EntryGard operator. This should be fully compatible with all your existing hardware. I think you should just review the arm sizes to be 100% sure they match; I think they will, but it can't hurt to verify.
We sell the opposite side under our 39-031, in case you also needed that.
Tom,
I got the parts yesterday that you suggested. Unfortunately I would like to send back the entire order.
First, on the entry gard dual arm operator 39-032, the nylon roller is exactly the same size as the roller on the old arm. When I opened the box I thought the roller looked small. So I held it over the old roller and they looked the same. I got out my micrometer and they both measured 0.561". They are the same size! That does me no good as the new roller will also fall out of the track when it passes the exit slot.
Second, the LH casement lock, Andersen,38-057, is not quite the same size as the old lock. A year ago or so, I ordered a LH casement lock for about $25 which had the same shape as the old one and fit and works fine. Photo #1 shows the old lock with the one recently received. The bodies have different shapes and the screw holes are different in location and center-to-center dimensions. Photo #2 shows the lock I ordered a year ago on the left and the new one on the right. Photo #3 Shows the difference between the year-old lock and the new one. The year-old lock matches everything on the original lock. The new lock also has a third screw hole which aligns with the edge of the window frame; not a good place to put a screw.
Would you please give me a RMA and instructions on how and where to return these parts (39-105 included)?
I'm sorry to hear that the 39-032 didn't work for you. That's honestly pretty surprising; Truth doesn't make these with different sized wheels, especially in such small increments as you're describing. They pretty much use the same size wheel on 99% of the operators they make, and the rare exceptions are an entirely different style altogether.
Looking at your photos above, I had assumed the issue was because your old wheel was cracked. I honestly still think that's the case. Wheel size shouldn't be the issue here, but rather wheel condition. Considering the 39-032 has the same size wheel as the original operator, I think this still may be what you need. Did you try it out yet? It may just work fine. If it doesn't then there is another issue at play here. In my experience, wheel size has never been a concern in any window I've worked on that uses this hardware.
Either way, there are no other options. Like I said, Truth only makes this style wheel in one size. It would be very odd for your window to be designed to use a different wheel size that is non-standard, and then for the installers to not even use that non-standard size to begin with. It is more likely that your old hardware was just broken.
As for the lock, you can't use Andersen brand parts in windows designed to use Truth hardware. Your old lock looks like it might be a better match for our 38-144. Look this over and see what you think. Note that you may need a new keeper, depending on how old your window is; see our 38-276 and 38-277.
You are right about the sash lock. I'll have to order the 38-144 and return the other one. The keeper looks identical to the one on the window.
The symptoms for the operator was that it would fall out of the track as it went by the cut-away in the track when the window was being closed. I would have to reinsert the roller into the track to finish closing the window. When opening the window the roller would push against the other side of the track and it would stay in the track. But when closing the window, it would push against the side of the track that has a slot to allow removal of the roller arm. It would literally fall out of the track. That is why I thought the roller was worn. I'll give the new operator a try. I won't be able to do that until next week.
What do I have to do to return the wrong sash lock?
Harlen
Sure, sounds like a plan. Now that you've described the problem like that, I wonder if it could be an issue with the hinges, too. If they're sagging for whatever reason, they would lead to the track not being aligned properly with the operator. That extra friction you described is what makes me think that. I'm not 100% sure, but that could be an alternative explanation.
As for return instructions, you can see those here.