Need a balance for double hung sash,,,,,,cord problem

A quick learner from Owings Mills, MD says:
September 24, 2020
House built in 1979....All Andersen windows....2 Basement windows screen size 32" x 35" One window working properly....Looked at your video and the problem on the other windowis that the cords are hanging out on the side on the left side...no tension whereas on the right side the cords for both sashes are taut and balance seems to be working. It appears I will need at least one new balance and do you think I should replace both in view of age?
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Casey from SWISCO responded:
September 29, 2020

Hello,

We'd be happy to help but you'll need to remove the original balance and provide us with the number stamped on it to identify a replacement. Thank you!
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