Spiral problems in less than two years

A quick learner from Ohio says:
I installed the S900-34 i purchased from you shortly after receiving the order.
Now we are having a problem with two of the windows where we installed the 34
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Paul from SWISCO responded:
Thank you for contacting us. I'm sorry to hear you're having problems. Can you specify exactly what the issue is? Can you also tell me the weight of the sash, in addition to the size of the visible glass (height x width)? Thanks!
A home owner says:
The sash weighs 21 pounds and the glass is 30 X32.
The sash is very hard to push up or down and it also slides partially down when opened all the way.
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Paul from SWISCO responded:
Thank you. Based on this information, the hardware you ordered should be working normally. Just to clarify, you mention only two windows are having problems. Are the other windows working well?

One reason the sash might be hard to move could be that there is too much tension on the balance. You should only need to turn the spiral clockwise two to three times. The pivot lock shoe could also be hanging up on on the window. Finally, try some silicone spray on the track. That might help things.
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