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Windows would not broken to gain access in place of an open door. Windows are broken in order to vent heat and smoke. Firefighters are very conscious of causing no undue damage, it is just the nature of the work that in order to save more of the building, time does not allow for an overly gentle approach. It's a cost vs reward analysis that every good fire leader weighs at each fire. I certainly understand the resident questioning the process as it can seem destructive to the layperson.