Need replacement sashes

Hello! For the 4#19 balance, I recommend the 24-431. I am confident that will work as a replacement.

I'm less certain about the other one. Can you confirm what that stamp reads? The digit starting with "9#" is most important. It should end with a 27, 31, 37, or 39.

Perfect, thanks! In that case you definitely want our 24-939 for the second balance. Let me know if you had any questions.

I'm sorry to hear that you're having trouble. That's very peculiar; Andersen specifically made the 24-431 to replace your old balance. Please give us a little time to research why this may be happening and we will get back to you ASAP.

I'm honestly not sure why this is happening. Has the glass in your window been replaced at any point? According to Andersen's own books, the 24-431 should have worked. The only thing that makes sense is if the glass was changed out in that sash, which would increase the weight. Can you confirm?

Thank you for confirming. I think we can get to the bottom of this. Please give me the size of the visible glass (width" x height") and we'll do our best to calculate the proper replacement for this window sash. Knowing the complete window size measured from the outside would also be a big help.

Finally, if you had an identical window in the house, same size and everything, can you check to see what those balances are stamped with?

Your glass size indicates that you should use a heavier balance spring like the 24-531, but your old balance number of "4#19" indicates that you need to use a 24-431, which is weaker and still pulling the sash up a few inches. My suggestion would be to go for the next weakest strength down, which would be our 24-331. I cannot guarantee that this will work for you, but I believe your window has been altered in some way in the past and it may not be possible to know for sure what balance it needs. 

I am sorry that we cannot make a more confident recommendation.

You can return them, yes. See our return policy here for more information.