window balance

Question

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

Casey · Accepted Answer

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.