windows balances

A home owner from FL says:
The windows does not stay up when i open it, pulling up
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A home owner from FL says:
The product that I bought several weeks ago was item # 18-009 and it is wrong item, it is big, maybe item # 18-038
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Tom from SWISCO responded:

I'm afraid I cannot confirm what you have based on photos alone. To confirm that the 18-038 is a match, you will need to carefully go over the dimensions we show on its store page. If they differ in any way, let me know how and I can try to find something better.

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