String snapped on S745-32 window balance

A home owner from Georiga says:
I order 2 window balances from you a while back just got around to install 1/2"by 321/4 I notice the old spring was 171/4" and the new one was 13" installed new ones opened window and snapped string one of the balances
Profile picture of Tom
Tom from SWISCO responded:
The size of the spring is not usually the culprit for that kind of damage. I see you ordered a balance with the 31.25-3 stamp option. What was stamped on your original balance?
A home owner from Georgia' says:
Tom the only stamp I see is 3672 Caldwell cm
Profile picture of Tom
Tom from SWISCO responded:
Ah, I see. Typically, that stamp corresponds to the 31.25-4 option. I highly recommend weighing your sash on a scale and referring to the chart shown on the S745-32 store page to confirm.
Reply to Thread
Use this form to ask a follow-up question or to share your experience regarding this subject.
(your email address will be kept private and is only used to inform you when a response has been made)