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Tom from SWISCO responded:
February 16, 2018
Thanks for contacting us. The bracket itself looks like our 17-083. Keep in mind this is meant to attach to the upper pin, not the bottom one like your photos show. The bottom pin needs to be kept clear so you can use a charging tool like our 75-033 to install the balance.
I'm not sure if you need a new balance, either. We can replace it, though it will need to be specially made. Does your window fall when you open it? Is it damaged in any other way? I will email you a special order link for 2 of these if you want to purchase them just in case. |
After the newly received balance rods have been put in … they do not hold the window open. It seems, that the tension is even less than the original balance rods!!
Please note that the balance rods (new and old) are not spiral tension rods which can be “charged up”, but those have a spring inside with most likely a fixed tension.
I assume that the delivered custom made balance rods are not adjusted the correct way, even so they look the same, have same measurements, and same numbers.
Attached you will find pictures featuring one of the old and one of the new balance rods (as requested via phone).
Please let me know what can be done via email or phone.
I also can mail in the new and one of the old balance rods if needed! Furthermore I am happy to provide you with a photo of the label on the window.
All the Best,
Peter
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Paul from SWISCO responded:
April 6, 2018
Thanks for getting back to us, Peter. I'm sorry to hear you're having trouble. I've received your pictures, but I gotta say I'm at a loss. The stamps are identical between them. Logically speaking, they should carry the same weight. Like you noted, these heavy duty balances can't be charged up like your typical spiral balance. They're precisely calibrated to your sash weight when they're made. This is why going by the stamp is so important. There are two possibilities: either there was some error when they made your old balance, or there was some error when they made our new balance. I'm kind of leaning towards an error with our new balance, just because that makes the most sense to me, but just to be 100% sure I would like you to tell me the exact weight of your sash. That will eliminate all other possibilities and we can work more confidently towards a solution from there. I'm very sorry again for the inconvenience. I'm confident we can figure this out. |
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Paul from SWISCO responded:
April 12, 2018
Thank you. That's exactly the weight these balances were calibrated to support, so there was definitely an error somewhere. Did you try another new balance to see if the that held the weight of the sash? I want to know if they all failed, or just the one. Hopefully we can resolve this. |
