Milgard balance unit

A home owner from USA says:
I have had 2 window balance units fail where the strings are tied in knots at the top of the balance.
The windows are a little over 1 year old. I contacted Milgard and Window dealer and it took almost 2 months to get replacements. I have 4 more windows like these and anticipate having the same thing happen with them. I have detailed the info for the balance unit below.
Pat T

Balance unit info:
Length: 27"
Width: 9/16"
Sash weight: 35lbs
Stamped info. 26-12 ALS CMC new units from Milgard
26-12 EJS CMC 50 Old units from sash that didn't break
Spring paint dab color: green and purple
User submitted image of their window hardware.
Profile picture of Tom
Tom from SWISCO responded:
Thank you for your patience in this matter. We may be able to help, but we just need a bit more information. Before we go any further, can you tell me if you have "P280 or "P281" printed on your bottom guides?
A quick learner says:
The number is 280. I attached pic
User submitted a photo of a window balance.
Profile picture of Tom
Tom from SWISCO responded:
Ah, I see. That's perfect, thank you. I'll email you a custom order form and price quote for two of these. You should receive it shortly.
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