Good Afternoon,
We have a retail store in Elizabethtown, NC in a building that is decades old. We had issues with the windows so we have ordered parts from your store and the men were here today to install the new parts in my old windows. Of the four windows that we have, two of the windows are working, but two of the windows are not working. They seem to be bottoming out and won't close to the final position.
I am attaching pictures of the following:
- The four windows ? Pic "Windows 6"
- Bottoming out position for windows #2 and #4 from left to right
- The original part showing the old part number is the same as what we ordered "old balance part number"
- The comparison of the new balance with the old spring length
- The old spring locked into position nearest the end and the new spring locked into position #3
Order #1, part number S395-36, 395 Channel Balance, option 3540
Order #2, part number 18-018 - 5/8" Sash Guide, Howmet
I tried to call the number listed on the customer service help line and they said that your technicians do not come to the phone and I was to email pictures. This was disappointing to do it this way as now the technicians have to be scheduled to come back and the solution or additional communications have to go through me. I am not sure I can convey the problem or the solution properly. If there is any way you can contact the men directly, I think it would be more efficient.
Thank you.
Mary