One time they wanted a shot with the tape measure in the frame, which honestly threw me off.
That tape measure thing cracked me up—been there myself. I swear, next time I’m just going to send a selfie with the window and see if that covers it. Here’s how I usually tackle it (after too many rounds of “missing info” emails):
Step 1: Take photos of *everything*. I mean, if you think it might be remotely related, snap it. I’ve even photographed my cat by accident because she jumped in the frame.
Step 2: Dig for stickers like you’re on a treasure hunt. If you’ve got double-hungs, check both sashes, and don’t forget the head jamb. I once found one stuck behind a pile of cobwebs I’d ignored for years.
Step 3: Prepare for the “parts unavailable” speech if your windows are older. I’ve had them tell me my 2007 units were basically relics. Sometimes they surprise you, though—one rep tracked down a handle for me that I thought was extinct.
And yeah, turnaround is all over the map. My last claim was a week, but before that it dragged into “did they move offices?” territory. Patience is your best friend here… or at least a strong cup of coffee.
“Prepare for the ‘parts unavailable’ speech if your windows are older.”
Yeah, that’s no joke. I had to dig out a faded sticker from behind a cracked blind just to get anywhere. They still told me my 2005 sash balances were “legacy.” The tape measure request is wild, but I just roll with it now.
They still told me my 2005 sash balances were “legacy.”
Had the same deal with my 2003 windows. The “legacy” label basically means you’re on your own. I ended up finding a match on a third-party site after Simonton said they couldn’t help. Took three tries to get the right size, but it worked out. That tape measure thing—they asked me for photos with the tape in the shot, which felt like overkill, but whatever gets it done.
I actually had a totally different experience with Simonton, which surprised me after reading so many posts like this. Our house was built in 2007 and we’ve got the original Simonton windows—one of the balances snapped last winter. I figured I’d get the “legacy” brush-off too, but when I called, they asked for serial numbers and a bunch of photos (yep, tape measure and all). Seemed a bit much at first, but I sent everything over. It took a couple weeks, but they ended up mailing me the replacement part for free. Didn’t even charge shipping.
I will say, their communication was pretty slow—lots of waiting for replies and I had to nudge them once. But they did come through in the end. Maybe it’s hit or miss depending on who you talk to, or maybe they’re just stricter with anything pre-2005? I don’t know.
The whole “legacy” thing seems kind of arbitrary. My neighbor has windows from 2004 and got told the same thing as you—no luck, had to hunt down parts online. Makes me wonder if it’s just a cutoff year or if it depends on the mood of whoever answers the phone that day.
Anyway, just wanted to throw it out there that sometimes they do help, even if it takes some persistence (and a lot of awkward window selfies). Maybe worth trying again if you haven’t already? Or maybe I just got lucky...
That whole “legacy” cutoff thing has always bugged me too. I’ve been putting in and servicing windows for years, and Simonton’s warranty process is honestly one of the most unpredictable parts of my job. I’ve seen customers with 2006 windows get full sash replacements, no questions asked—while folks with windows just a year or two older get the “sorry, can’t help” line almost immediately. It doesn’t seem to follow any clear rule, which makes it tough to set expectations.
Had a job last fall where a client’s 2008 double-hung had a failed seal. They were convinced Simonton would give them the runaround, but after a bit of back-and-forth (and yeah, lots of photos with tape measures and serial numbers), they sent out a new IGU for free. Took about a month start to finish, which isn’t speedy, but at least they honored it. Meanwhile, another client with 2003 units had to go through a third-party parts supplier and ended up paying out of pocket for something that looked identical to what Simonton was still making.
It’s funny—every time I call their support line, I kind of brace myself. Sometimes you get someone who really tries to help, other times it’s like talking to a wall. I always tell folks to be persistent and polite, and to document everything. The window selfie thing made me laugh... I’ve had more photos of hands holding rulers next to sashes in my inbox than I care to admit.
I do wish they’d be more transparent about the actual cutoff dates or have a clearer policy. Maybe it’s just a supply issue with older hardware, or maybe it does depend on who’s picking up the phone that day. Either way, your persistence paid off—sometimes that’s half the battle with these warranty claims.
I always tell folks to be persistent and polite, and to document everything. The window selfie thing made me laugh... I’ve had more photos of hands holding rulers next to sashes in my inbox than I care to admit.
That’s honestly the only way I’ve gotten anywhere with Simonton—just keep records, send every picture they ask for, and don’t let the process get to you. I’ve run into the exact same “legacy” confusion. Had a 2005 slider where they told me parts were discontinued, but then a neighbor with a 2007 got a replacement no problem. Makes zero sense.
I do think it’s partly luck of the draw who you get on the phone. One time I got someone who knew the product lines inside out and actually explained what was still available. Next call, someone just read off the script and said nope, nothing they could do.
The cutoff dates are a moving target, like you said. I wish they’d just post a real list instead of making us guess. Still, I’d rather deal with Simonton’s hoops than some of the other brands—at least they sometimes come through if you’re stubborn enough.
I get what you’re saying about Simonton being better than some other brands, but I don’t know if I’d go that far based on my own headaches. I’ve actually found the “hoops” with them are just as bad as, say, Pella or Jeld-Wen—at least in terms of the runaround. I had a double-hung from 2008 where the balance failed and, even with all my paperwork and photos, it still took three months and at least six calls to get someone to admit the part existed. I was polite, I documented everything, but it felt like I was being tested for patience or something.
What really bugs me is the lack of consistency, like you mentioned with the legacy parts. My neighbor down the street got a replacement for a window installed the same year as mine, but I got told “no longer available.” Only difference was who picked up the phone. Makes me wonder if they’re just randomly enforcing policies or if it depends on what mood they’re in that day.
And about the cutoff dates—yeah, the moving target thing drives me nuts. I’ve tried asking for a list, and all I got was “it depends on the model and year.” Not super helpful when you’re trying to plan repairs or replacements. I get that they can’t stock every part forever, but some transparency would go a long way.
Maybe it’s just my luck, but I haven’t found Simonton to be any more responsive than the competition. I will say, at least their windows haven’t failed as quickly as some others I’ve seen in my neighborhood. Still, the warranty process feels like rolling the dice every time.
That inconsistency drives me nuts too. I had a sash lock issue on a 2010 Simonton and got two totally different answers depending on who I talked to—one said discontinued, the next sent me the part in a week. Makes me wonder if they even have a central database for legacy parts or if it’s just luck of the draw. Did you ever try escalating to a supervisor, or did that just add more wait time? I’m with you on transparency... would be nice to know what’s actually supported before wasting hours tracking down info.
That’s exactly what I ran into—one rep told me my 2008 window parts were “obsolete,” but then a different person actually dug up the balance shoes for me after I pressed a bit. I’ve wondered if they’re just relying on whoever happens to answer the phone, or if there’s any real system behind it. I did try asking for a supervisor once, but honestly, it just added another week to the process. It’s wild how much time you can waste just trying to get a straight answer. Would be a lot more efficient if they published a clear legacy parts list somewhere, but maybe that’s wishful thinking...