Don't see color option

Thanks for reaching out to us! It's hard to say what you may have here with this damage. Is this for a tilt window? If it is and the outer tube measures 3/8", I'd recommend the Series 900. Note that you only want to measure the outer tube when it comes to length. 

Since your color tip does not match any of our options, you will need to weigh your sash on a scale and refer to the sash weight chart listed on the store page to determine the appropriate color tip. 

You may want to check another balance in the window with an intact outer tube. If you measure it, I believe you will come up with 9/16" which is considered 5/8" in the industry. In that case, you would want the S600-25. For a 16.9-pound sash, the red tip would be fine.

Thanks for confirming! See the S900-25. There is also a chart under the product description that you can refer to when it comes to the tip color. You should be able to use the red, blue, or green since your sash weight falls within all three options.

Did you charge the balance enough? We show how to do this in the video below. Let me know if this helps. 

I'm afraid we aren't sure why the replacements didn't work. If the diameter is 3/8" then the Series 900 with the red tip should have worked since the sash weight falls within the weight range. At this point, the only thing I can think of is that your original balance isn't the 3/8" S900. The wrong balance in the window can cause it not to function properly as you've described. 

The only other option we have is the Series 600 which measures 9/16" in diameter (considered 5/8" in the trade) but it is ultimately up to you if you'd like to give this size a try. 

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