Paul from SWISCO responded:
November 4, 2015
You should be able to unhook the old balance from the pivot shoe. The balance hook can't attach to the pivot shoe from the back. Please check that out again. To replace the pivot shoe with the new 15-046 shoe, you would make the cut out at the top of the window track for the bottom sash (and at the bottom for the top sash). Just make the cut large enough to get he shoe in. We have a video on the best method which you can see here.
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Paul from SWISCO responded:
November 5, 2015
I think the best option at this point is to take a few pictures of your hardware for us to see so that we can recommend a solution. I may be able to recognize what you have based on your pictures.
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