What size balance do I need

A quick learner from Tempe, AZ says:
February 23, 2017
Hello,
I send this email yesterday and have not heard back, so just in case it got lost:
I have a channel balance that has a stamp 19DS 30, but the metal portion is 19.5 inches long. I can see from the photos that it's from the 380 series. The window replacement installer says the windows are too heavy for the 30 so recommends the 1940. Do I purchase the S380-20, option 1940?

Thank you,
Elizabeth
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Paul from SWISCO responded:
February 28, 2017
Thank you for posting. Can you show me a picture of your balance? Specifically, we need to see a picture of the top and bottom nylon attachments, as well as the clip at the end of the cord.
A quick learner says:
February 28, 2017
Here are all of the photos for my balance. Thank you for your help.
User submitted photos of a window balance.
Profile picture of Paul
Paul from SWISCO responded:
March 7, 2017
Ah, I see. This is a special type of balance that will need to be custom made. We can do this for you, but before we do, can you just tell me how many you need? Once I know that I can email you a custom order link that you can use to add this product to your cart.
20" Series 380 Channel Balance
20" Series 380 Channel Balance
S380-20
$9.38
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