Many broken balances

A home owner from Chaska, MN says:
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.

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Tom from SWISCO responded:
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.
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