I have a double-pane Pella casement window the operators of both of which broke. I contacted you earlier this year, and following your help, I purchased first the left-landed operator early in May. I installed it and it works fine (see attached picture). Then I ordered the right handed operator and a hinge arm as well late in May.
However, when I started the installation, it turned out that the right pane/window is completely different and it needs a single hinge operator (see the two other pictures). Why someone would install two different systems is beyond me, but now I cannot use the purchased items.
I am requesting 2 things: 1) help me find the correct part. 2) Allow me to return the last two items and issue a refund. They have not been used and I have the original packaging. Obviously I will bear any re-stocking cost, since ultimately I made the error by assuming that the two window panes were the same.
Thanks
Stephen
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Tom from SWISCO responded:
June 7, 2021
Hello, Stephen. I see what you mean. It is weird that someone would use the same brand window but not with the same hardware. Who knows what they were thinking, but this kind of thing happens all the time. It is what it is, I guess! After a decade in this business I've learned that I'll never be able to predict window installers. That aside, your particular operator appears to match our 39-386. I believe this is what you want. As for returning the originals, you can see our return policy here. |
