Glass company rather than a local hardware store.
The glass company will check the tint and get you exact or within a non noticable replacef pane in that frame.
Much faster than ordering thru Pella possibly.
For now, I’d see if there was a spare room or basement of same size to swap if in a obvious area too.
Yup. That’s a smart one. I’ve done that. Great idea…tie over…happy customer…normal look. 
Great idea. If it’s possible it gives a little time for replace, and it will be pleasing to the customers eyes.
Its always how we handle our mistakes, we all make them.
I know 
Anthony said if I had to break something today he’s glad it was that window and not something else in this particular house though.
We do have a glass shop nearby that we’ve done business with before so we’ll go there first. We were just too far away to make it before they closed today.
How did the customer respond to the situation?
I thought I was being careful as I was taking it out, but this one was really stuck. I realized after that I hadn’t broken the seal completely. I should’ve taken a break when I wasn’t getting it out easily.
They weren’t home all day so there hasn’t been a reaction yet. This is a big job so we’ll be back in the morning. Hopefully one of them will be there so we can explain what happened and what we’ll do about it. The window that broke is in an upstairs guest bedroom, so not a main area of house. Also, I’m pretty sure they’ve broken some because not all the windows that should have these have them.
Good luck to you and Anthony. Accident happen, they should understand.
Keep us updated!
An insert that size will only run you $60-$70 unless you have a good relationship with your Pella store like I do ($40). You have to buy it directly through Pella because those are welded frames and it can’t be replaced by a glass shop. To prevent accidental breaks in the future; open all the tabs and gradually pull on each one individually (starting in a corner) with some needle nose pliers until you can get the gasket to separate. If you ever have ones with the holes drilled for the Slimshades, avoid that corner.
Good luck with everything.
All Pella inserts must not be the same, we replaced on last year at a local glass company.
It’s going to cost a whopping $55 at our local glass company. Owner didn’t seem to care, since he’s already broken several himself 
That’s great Anthony!
Funny thing is you’re probably more bothered by breaking it than the customer
Before writing out the check for $1,532, he tells us the bill was less than he gets charged for his house on Nantucket. Weird thing is, I might’ve done work at his house there without knowing so🤔
Thanks for everyone’s input.
I got my start cleaning windows on Nantucket 19 years ago. He isn’t kidding.
