Kinro window balance

Thanks for your patience during this busy season. Looks like your top sash guide is broken. Odds are your balance is in good condition and can be reused, but you definitely need new top sash guides.

The video below will clarify what's happening to your window. In order for us to assist further, I need you to remove one of your top sash guides (in undamaged condition) and show me a clear photo of its front and side. Think of it like a mug shot.