Broken balance - Milgard Window 2003

This window is a double hung vinyl window with a fixed top window with the bottom window moving up and down. The balance is on the right side of the window; see photos attached of balance with identifying numbers.  The string inside has broken as well as the spring being unable to move. I cannot remove the window to show you the inside balance on the other side because I will not be able to get the window back into the frame. I contacted a local window company to help and they never called me back. Milard does warranty these windows as I am original homeowner, but not for the balances after 20 years As it is considered a wear and tear issue. The measurement of the metal balance part is 27 inches, not including the plastic clips on each end.