Expert: Dave Johnson - 1/17/2008

Question
Hi Dave,
Thank you in advance for your time and expertise. I have Anderson windows in my home and although they are all Double hung and the same model, half (11 ea.) were installed when the original house was built in 1990 and the other half (10 ea.) windows were installed into an addition. I have a good ventilation system installed as the house in this cold northern climate was constructed pretty tight. In the last two years I noticed a foot ball shaped discoloration and some condensation on a few upper sashes of the older windows dead center and no place else.  I contacted Anderson to purchase some replacement sashes which to my surprise they sent me UPS free of charge and under warranty. Well this was last winter and now this winter, once again when the temps drop below 0F I get a small football shaped area of condensation on the center only and in the top sashes only of some of the other older vintage windows. I again contacted Anderson and this time they said they would send out someone to make repairs and take measurements on all the windows of that vintage. I assume they must be aware of a problem? Anyway a crew came out and inspected the windows and took measurements with a specialized electronic tool and said that 8 out of 10 needed to be repaired. They drilled little holes in the sashes and injected them with a gas to bring them back to a specific measurement and thermal quality. Some he said were at 0 in the center but 6 around the perimeter. I only had the opportunity to speak to the gentlemen in charge on the phone as I was working. He said that some gas had leaked out and they refilled it and others they have done never had another problem over the course of the last 5 years. My question is if it leaked out the first time, what to keep it from doing this again? He claims it will not and that Anderson will extend my 20 year warranty by another 5 years. Thats all well and good but it took more then 10 years for this to happen in the first place. Do you have any further insight into this that may ease my mind a bit? Last year they sent me new upper sashes and I had to install them myself. This year they are making repairs? I am not sure about the reasons or possible consequences of repair over replacement. He claims it helps keep things out of land fills and is a Green way of doing business and it is a permanent repair. Sorry this is so long and drawn out.
Thanks,
Rick  

Answer
Hi Rick,
First, no problem about the "drawn out" question. It gives me a better look at your problem.
I personally haven't (yet) run into this mess, but a few colleagues have...they assured me that the current repairs that Andersen is doing are an o.k. way to go.
My best advice at this point is to make sure your extended
warranty is more than verbal. Wait til your warranty is nearly up and contact Andersen again, especially if there is a problem and get further extension.
Also, explain to them that it did take 10 yrs for this to occur and you,d like a 10 yr warranty!
Best of luck, and I wish I had more/better answers.
Dave