window balance

A home owner from Winston Salem says:
I purchased 2 of the window balances and one buckled to breaking when my handyman was stretching the cord down. The other on a different window installed fine and works very well now. He doesn't know when the little piece broke off. He assumes from the first image. Please advise. My worker wanted me to order another balance. I don't know if you would consider replacing it without charging. In any event I need another. And does that piece have to do with the failure to to install the balance? Thanks for your help. Caroline
Thumbnail of the uploaded file named BrokenNewBalance.JPG
Thumbnail of the uploaded file named brokenOffPiece.JPG
Thumbnail of the uploaded file named window piece.jpg
Profile picture of Julia
Julia from SWISCO responded:

Hello Caroline, I'm sorry to hear you had difficulty with your product. Before we send out a replacement, I just want to confirm that you need to replace (1) of the S775-29 - 29B & 1-1/4" Shoe? The other part you show that has been broken looks to be the pivot bar. This part is crucial for the tilting function of the window. If you need to replace that, I have created a list of possible substitutes on the side. You will need to review their dimensions to find the best match. 

A home owner from Winston Salem says:
Yes, thank you, Julie, that is correct. And I will also be ordering a pivot bar.
Profile picture of Julia
Julia from SWISCO responded:

Caroline, I have placed a request for a replacement balance to be sent to you. You should be receiving an e-mail shortly with your new order number. Please let me know if you need any further assistance!

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)
Current wait time is 4-7 business days
We promise that one of our experts will personally get back to you as soon as they are able. Thank you very much for your patience and understanding. If your inquiry is time-sensitive, please feel free to reach us at 856-317-6263 or at help@swisco.com.