Crestline window part

Thanks for reaching out to us. It definitely looks like a problem with that wheel, but the bad news is that these aren't provided separately by any manufacturer. If yours are broken, then you'll need an all new operator.

I feel confident that we can help to that end. Before I suggest anything, I'd like a clear, top-down photo of the base. If there is any secondary split arm I would also like to see that, though the ideal photo would be everything all together in one shot. Please let me know if that would be possible.

That is precisely what I wanted to see, thank you!

With this photo in mind, my top suggestion is the 39-032 Truth EntryGard operator. This should be fully compatible with all your existing hardware. I think you should just review the arm sizes to be 100% sure they match; I think they will, but it can't hurt to verify.

We sell the opposite side under our 39-031, in case you also needed that.

Dimensions for 39-032

I'm sorry to hear that the 39-032 didn't work for you. That's honestly pretty surprising; Truth doesn't make these with different sized wheels, especially in such small increments as you're describing. They pretty much use the same size wheel on 99% of the operators they make, and the rare exceptions are an entirely different style altogether. 

Looking at your photos above, I had assumed the issue was because your old wheel was cracked. I honestly still think that's the case. Wheel size shouldn't be the issue here, but rather wheel condition. Considering the 39-032 has the same size wheel as the original operator, I think this still may be what you need. Did you try it out yet? It may just work fine. If it doesn't then there is another issue at play here. In my experience, wheel size has never been a concern in any window I've worked on that uses this hardware.

Either way, there are no other options. Like I said, Truth only makes this style wheel in one size. It would be very odd for your window to be designed to use a different wheel size that is non-standard, and then for the installers to not even use that non-standard size to begin with. It is more likely that your old hardware was just broken.

As for the lock, you can't use Andersen brand parts in windows designed to use Truth hardware. Your old lock looks like it might be a better match for our 38-144. Look this over and see what you think. Note that you may need a new keeper, depending on how old your window is; see our 38-276 and 38-277.

Sure, sounds like a plan. Now that you've described the problem like that, I wonder if it could be an issue with the hinges, too. If they're sagging for whatever reason, they would lead to the track not being aligned properly with the operator. That extra friction you described is what makes me think that. I'm not 100% sure, but that could be an alternative explanation.

As for return instructions, you can see those here.

Great, I'm happy to hear that installing the new operator seems to have corrected the problem. As for sending back the 38-057, you can refer to our return policy and submit a request here. Keep in mind that we do not offer exchanges, so you would need to place a new order for the 38-144.