Sash balance

A contractor from Tamms, il says:
February 1, 2018
Stamped p781211-86. Andersen window
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Casey from SWISCO responded:
February 1, 2018
May we see a photo of the sash balance removed from the window with the stamping? I am afraid I could not locate a replacement based off of those numbers you provided.
A contractor from Tamms, il says:
February 1, 2018
That is a bit of an issue. The window is 2 hr away in St Louis. I will see if my customer can send me a pic. The pic will be of balance while installed. She doesn't have the ability to remove it
A contractor from Tamms, il says:
February 1, 2018
The numbers stamped on are p78 12L 1-86. And also 11600-17

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Paul from SWISCO responded:
February 6, 2018
Thank you for the additional information. For your stamped number of "p78 12L 1-86", you may use our 24-13L sash balance and for the opposite side use our 24-13R sash Andersen sash balance.
A contractor from Tamms, IL says:
February 12, 2018
I sent you the numbers on my old balance, sent picture, call an talked to customer service person and gave them 32 3/8 w by 34h lower sash visible glass measurement. The 24-13L and 24-13R item number sash balances I received are about 8" too short to allow lower sash to close. I must have this project completed by Feb 10th.
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Paul from SWISCO responded:
February 15, 2018
I spoke with Andersen directly and the balance boxes you purchased are correct for your window. They suggest reversing the balances; in other words, switching the left to the right side and vice versa.
Andersen Sash Balance, 13L, 12SL
Andersen Sash Balance, 13L, 12SL
24-13L
$54.20
Andersen Sash Balance, 13R, 12SR
Andersen Sash Balance, 13R, 12SR
24-13R
$54.20
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