Many broken balances

A home owner from Chaska, MN says:
May 1, 2016
Entire lower level of home has had virtually all of my Hurd window balances break (home is 10 years old).

Measurement is 32" and fits the 800 Series from a top and shoe standpoint (no indicator of the weight option on the balances themselves). However, the windows average 27.5 pounds each and I don't see anything above 20 pounds in the options in website. Maybe that's why they've all broken?

Any suggestions are appreciated.

Bryan
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Tom from SWISCO responded:
May 2, 2016
Hey, Bryan. Are you 100% sure you have the Series 800 channel balance? This is actually relatively uncommon. Double check the width of the metal channel itself and tell me what it is. If it's 1/2", then you have one of these balances instead.
32" Series 800 Channel Balance
32" Series 800 Channel Balance
S800-32
$32.97
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