S795-30 balance

Question

I recently ordered the Series 795-30 from you and unfortunately one of the balances broke immediately after installing it. I am enclosing a photo for your review.

If you could please assist me with this matter that would greatly be appreciated.

User submitted image of their window hardware.

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Paul · Accepted Answer

I'm sorry to hear you had trouble. Can you tell me how heavy the sash this balance supports is?  Can you also tell me if both balances broke, or just this one?