This is total BS! I just got a Permashield slider. Very nice unit. The top screen trim was slightly bent...most likely shipping damage. Supplier immediately ordered parts and Andersen tech replaced the damage part as soon as it was delivered. Could not have been more responsive. This has been my experience with Andersen since I first started dealing with them in 1990. If you want to go cheap and buy from big box stores that is on you. Your issue is with HD, not Andersen.Avoid Andersen as they provide no after sale support or warranty for defects. I have an Anderson window where the external trim started to crack and fall off. It took a letter to the president to get anyone to respond. They agreed to send me a new window assembly but it will go to a local glass company that only does commercial work. I need to hire the installers and have them pickup the window and install it at my expense.
When I checked for glass companies that installed Andersen residential windows I found only a few in the western USA (Washington, Oregon, California). Andersen sells through Home Depot and once you accept the order from Home Depot you are completely on your own. I tried for 6 months to get missing partss from Andersen but they refused to talk to me as the customer and told me to take it up with the "dealer". No success with Home Depot as they do not install or do warranty work for Andersen products.
There are many other options for high quality windows and doors by reputable companies with local dealers that provide full support such as Milgard and Pella and Jeld Wen.