Broken balance channel

A quick learner from Simi Valley California says:
December 12, 2017
I have a 15" broken balance channel that I will need to order from your company if you can properly identify the part I should replace both parts.

The metal part of the channel is 15" and the width of the channel is 9/16" for a vinyl sash window.

Thank you
User submitted photos of a window balance.
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Tom from SWISCO responded:
December 18, 2017
Sure, this looks like it could be either our S385-15 or S380-15, depending on the size of the shoe. See what you think.
A quick learner from simi valley says:
December 22, 2017
I got the replacement channel balance from your company and they were an exact part for replacement. I followed the You tube instruction and removed and installed both sides effortlessly. After opening the window the left channel became unhooked from the window sash. Now I can't seem to remove the window to correct the problem. Do you have any suggestions or possibly another Yow tube video on how to get the window out with a disconnected channel balance? The window still opens and closes but it is grinding inside the channel. Any help would be appreciated.
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Tom from SWISCO responded:
January 2, 2018
Hmm... there could be a couple different problems. First, I would check the top sash guide to make sure that isn't broken. The top sash guide in your case will probably be a nylon retainer installed on the two upper corners of your sash. They hold the balance in place so it doesn't shoot up in the window. If they are broken or damaged in some way, it may account for this issue. I would also make sure your take out clip is functioning properly.
15" Series 380 Channel Balance
15" Series 380 Channel Balance
S380-15
$9.34
15" Series 385 Channel Balance
15" Series 385 Channel Balance
S385-15
$9.34
Take Out Clip
Take Out Clip
16-002
$0.41
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