Broken channel balance

A home owner from Dublin, CA says:
May 2, 2017
Hi, I am looking for for a replacement of a broken channel balance. Pictures attached. Description:
-Non-tilt window
-30 inch length (29 inch actual length)
-Thickness: 5/8 inch (1/2 inch?)
-Marking: 29-12 BB5 CMC (difficult to read)
Can you help me identifying the right replacement part, so that I can place order? Thank you very much,
Alexander
User submitted image of their window hardware.
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Tom from SWISCO responded:
May 4, 2017
Alexander, please start by taking a look at our Series 395 channel balance. Please confirm the length of your channel balance by measuring only the metal portion of the channel. To choose the best option, we recommend you weigh your window sash. Get back to us and let us know how you made out with this.
A home owner from Dublin, CA says:
May 13, 2017
Hi Mike,
Thank you for your message. I confirm that the actual lenght of the channel balance is 29 inches.
The weight of the window is 48.5 lbs (22 kg).
Which channel balence do you recommend based on these numbers?

Thanks,

Alexander
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Paul from SWISCO responded:
May 18, 2017
Hmmm... we don't have anything quite that strong. I did some digging, and according to my records, the old 29-12 stamp was for sashes weighing 39 through 42 pounds. Can you confirm? Check the balance on the other side and see if it has the same marking.
A quick learner from Dublin, CA says:
May 18, 2017
Hi Paul,
Thanks for your message. I checked the balance on the other side and it has the same marking. It is a double pane window and quite heavy. I took it out and I can confirm that the weight is 48 pounds. The string within the balance ruptured.
Do you have balances for this weight?

Thank you,
Alexander
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Paul from SWISCO responded:
May 23, 2017
Thanks for confirming! There is a special type of balance we can make that can carry 48 pounds, I just wanted to be 100% sure since your stamp was different. Before we begin, can you just tell me how many you need? We can provide a minimum of 2.
29" Series 395 Channel Balance
29" Series 395 Channel Balance
S395-29
$10.87
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