August 3, 2020
Hello -
I am trying to replace side window balances in a 48" wide window. I ordered the balances from your company, and we followed the instructions, but the window was not able to grab and hold on to the balance once it was placed into the frame. When we pulled the window sash down, the balances did not move down as the window was lowered. as we compared to other windows in the house, it appears that a small plastic "cap" is missing from both sides of the window. see photos - red circle shows a different window, and what the cap looks like when the window is down. Blue circle shows the window that has no cap, and you can see the window balance is high above the window sash. Do you have the small caps that fit into the space to allow the balance to be pulled down with the sash?
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August 6, 2020
This piece is called a Top Sash Guide. When these break, due to wear or sunlight, the channel balance shoots past the sash. We can replace these, but we have a wide array of them as you can see here, so please remove an undamaged one and give us good pictures of it from the front and side. That should narrow down what you need.
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August 6, 2020
Thank you - very helpful - here are two pictures of a top sash guide that I removed - it is damaged on the top in that part of the top is chipped out, but it is still working and it was convenient for me to get. I hope you can use this one. I took two pic angles next to a ruler to show the size. I need two of these, but would like to order more, as it seems that I may need to replace in other windows since they are all the same age. this one was taken from the left side of a window, just in case that matters.
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August 6, 2020
I think this will do! Looks like the top of our 18-161 Norandex Top Sash Guide to me. Take a look and see if you agree.
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August 6, 2020
Looks good to me. I will order a pair and see if they work. Thanks!