Business ProfileforPella Windows of Cincinnati

We have a house that was built around the 2003 timeframe. The house has Pella windows and doors. One of our windows in our garage was broken in a storm, I called a glass person to come out and replace it. I was informed that Pella designs this series of windows to not be replaceable (?????) and that I would have to replace the entire sash or window. I've never heard of such a thing! I called Pella and sure enough, these geniuses decided to make the window glass not replaceable due to gluing all the sounds together in such a way that you would destroy the sash if you tried to replace a window. I understand that they have since changed that decision, however, here we are. I called Pella, they came out and quoted me $1,200 to build a brand new sash... I had no choice... 6 weeks later, they call me to pick it up and I did on Tuesday 8/15. I went into the show room and asked the team to show me how to replace it.... they were not able to figure it out on the same "architect" series that I have... they could not demonstrate to me how to do this. Very disheartened, I came home and went about the rest of my week, not looking forward to replacing this window. I started the process this morning (8/19) to replace it and the string broke that is supposed to assist with raising and lowering the window. The window itself is about 40lbs and I could not line it up and the string was no help. This is not owner replaceable. Pella designed these windows to not be replaceable by the owner. I need someone from Pella to come out and replace this sash. Also, if any of my other windows break due to a storm, I can see this being a problem again. I regret purchasing this house not fully understanding the problem that Pella has created, I would like for them to at least replace this window and replace all of my architecture series windows to avoid future problems.