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duce432 · Dec 11, 2007, 05:50 PM

I installed a new vinyl double hung window in my bathroom 2 years ago. Last week I noticed that in the top sash on the upper left hand corner there was a crack in the inside pane of glass. The crack is on a 45 degree angle on the upper left hand corner of the top sash. I contacted the manufacture of the window and he said that it was a "stress crack" and that per the warranty stress cracks are only covered for the first year. That really stinks. I only have one screw on each side of the window holding it up. I have other windows in the house that are 25 years old and no stress cracks. Is this new window just a piece of garbage or did I just installed it wrong ? Do you think I have any recourse against the manufacture ? Any help would be greatly appreciated.

ballengerb1 · Dec 11, 2007, 06:49 PM

How well does the double hung operate, do both top and bottom operate without binding?

Tommyjo206 · Dec 13, 2007, 11:46 AM

I have worked at Lowe's (doors/ windows) for 10+ years. When a person comes in with broken/cracked glass we always submit a claim as vapor seal failure. I have worked with several window companies and many are getting more restrictive on glass failures. There are several reasons for this but I don't need to go into that here. The one area none have refused a claim is vapor seal failures. You may be able to go back to the place where the window was purchased and have them submit a claim. Tell the store the sash seal has failed. I do not like to be dis-honest but at times like this where the manufacturer is being picky, it is necessary. Good luck.

duce432 · Dec 13, 2007, 03:44 PM

Originally Posted by Tommyjo206

I have worked at Lowes (doors/ windows) for 10+ years. When a person comes in with broken/cracked glass we always submit a claim as vapor seal failure. I have worked with several window companies and many are getting more restrictive on glass failures. There are several reasons for this but I don't need to go into that here. The one area none have refused a claim is vapor seal failures. You may be able to go back to the place where the window was purchased and have them submit a claim. Tell the store the sash seal has failed. I do not like to be dis-honest but at times like this where the manufacturer is being picky, it is necessary. Good luck.

Tommyjo206 thank you for your help. I think I messed up because I went to where I purchased the window (Lowes) and they informed the manufacture about the crack. I guess I couldn't have Lowe's call them back and talk about a vapor seal failure could I ? Before I went to Lowe's I actually called the manufacture and left a message about the crack but I got no response from the manufacture. This window sash must be made with paper thin glass. Any help would be greatly appreciated. The window operates find. There is no binding in either sash.:confused:

Tommyjo206 · Dec 14, 2007, 09:10 AM

Sounds like the window is made by Pella. They have gotten picky in the past year. The previous stock supplier (still available by special order) would have no problem replacing the glass. Was this window a stock window or was it special ordered? If it was stock, the Millwork specialist should be able to switch out the sash with another from inventory. At worst, you may have to purchase the glass. You will not need a full sash. The glass insert can be ordered separately. This is not very expensive. Just remember to always say the seal failed. There is a 20 year warranty on the seal.

duce432 · Dec 14, 2007, 05:26 PM

At worst, you may have to purchase the glass. You will not need a full sash. The glass insert can be ordered separately. This is not very expensive. Just remember to always say the seal failed. There is a 20 year warranty on the seal.

Tommyjoe206: The window is a "Accuweld" which was special ordered (33.75x33.50). The guy at Lowe's told me I could order the glass like you said but don't you need special skills to replace the glass ? I thought that it was insulated glass the sash was put under a vacumn and special caulk was used. I guess I donot understand - if you say the seal failed and if the manufacture comes out to look at the window wouldn't he be looking for fogging between the 2 panes of glass ? Then if he see's the crack he would automatically say that it's not a seal but a stress crack ? What if I go back to Lowe's and say the seal is bad ? Thank you for helping me.:confused:

Tommyjo206 · Dec 16, 2007, 06:06 PM

In general, the manufacturer does not have the manpower to physically check every claim. In fact the claim rate is low enough that the cost for just replacing the item is easy to justify. The manufacture will not want the sash returned (return shipping costs, inspection, record keeping, disposal). I do not know if you gave your name, or order information to Accu-weld. If so, there will be a recored of you calling to report cracked glass. If, not, then the guys at Lowe's should be able to file a claim.
Installing new glass does not take any special tools of skills. The glass comes as sealed unit with instructions. My Lowe's also has Accu-Weld as a special order supplier but the volume is very low for their product line in this area.