new balances not working properly

Quick Learner from united states

Nov 9, 2020 5:00 pm

We received Order shortly before leaving for vacation. We waited until our return to attempt replacing the balancer. The window does not go as high as it used to, it goes up stiffer than before, and is next to impossible to bring the window back down without climbing on the counter, and pushing with some force downward.

Also side to side it is very loose, and sloppy. We are afraid to open and close this window.

I worked with one of your agents to read the information on the old balancer, and measure the plastic portion on the bottom.

Pleease advise, thank you.

4 user uploaded images

6 Replies

Bob from SWISCO

Nov 12, 2020 1:58 pm

Sorry to hear you're having trouble with the S380-27 balances that you ordered. Do you have one of your old balances still available? If not, is there one from an identical window in the house you can remove and show us? From there, we'll try and get to the bottom of what's wrong here. Thanks.

Home Owner from united states

Nov 14, 2020 4:00 pm

I will send more, these were already sent to your support email.

5 user uploaded images

Home Owner from united states

Nov 14, 2020 4:08 pm

Pictures 8, 9, & 10 are the original next to the new.

We weighed the window, it is 25 pounds.

5 user uploaded images

Paul from SWISCO

Nov 16, 2020 11:22 am

Perhaps I can help. If you have side-to-side play in the window, I have a feeling the S385-27 might have been the correct balance; this balance has a shoe depth of 1-3/32", whereas the shoe depth for the Series 380 is just 1". Now, that wouldn't necessarily explain why window is hard to lower. Can you double-check that sash weight? If it's in fact between 13 through 19 pounds instead, a stamp of 2630 would work better. Confirm the exact sash weight and let me know.

For the S380-27, you can see our Return Policy here.

Paul from SWISCO

Nov 17, 2020 9:33 am

Thanks for bearing with us. My colleague Manuela in customer service informed me the sash does indeed weigh 25 pounds. Can you show me the stamp code on the metal channel of the new balances we sent you? I want to make sure we did not erroneously send you balances too strong for the window--that would explain a lot! If the stamp reads 2650, for instance, or any other stamp number higher than 2640, then that would explain why the window is too difficult to close. Either way I promise we'll do our best to get to the bottom of this--I just want you confirm this bit of information before moving forward.