bottom shoe size for window balance

A quick learner from naples, fl. says:
January 28, 2017
The shoe measures 1 1\16". I have the same size I all my windows. they have never been used so they have no ware. I ordered your S380-30 and your 18-166 sash guides and the balance slips by when closing.do you know what my problem is?
channel balance
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Paul from SWISCO responded:
February 2, 2017
Thanks for posting. Your shoe looks to be deeper than the one that comes with the S380-30. I would consider the S385-30, instead.
A quick learner from naples,fl says:
February 2, 2017
I have tired the S380-30 and my original balances with the 1 1\16 shoe and both shoot past the new sash guides .why is this not working with either one?
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Paul from SWISCO responded:
February 3, 2017
Ah, I see. It sounds like your top sash guides are simply broken. If you were to show me a picture of the top sash guides currently installed, we can recommend a good match.
A quick learner from naples,fl says:
February 9, 2017
I purchased your 18-166 top sash guides and replaced all before trying new and old balances. the 1 balance still slides by. Can you help with this problem? The balance will slide by on one side or the other when I try to close window.
A quick learner from naples,fl says:
February 9, 2017
I replaced the top sash guides with your 18-166. one side or the other balance slides by with either the new 1" shoe or the old 1 1/16 shoe. can you help with this problem?
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Paul from SWISCO responded:
February 10, 2017
If your old top sash guide is identical to the 18-166, then I honestly don't know what the problem can be. This is a very common top sash guide used in this industry and I've never heard of this problem before. Check to see if maybe your sashes are out of square, or if the frame is warped in some way.
5/8" Top Sash Guide, Kinco
5/8" Top Sash Guide, Kinco
18-166
$1.33
30" Series 385 Channel Balance
30" Series 385 Channel Balance
S385-30
$11.30
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