Order Replacement S600-16 jams up

A home owner from Boston, MA says:
I received my order today. I installed the pair of S600-16 blue-tip spiral balances, charged them with the tool, and reinstalled the window sash. One spiral balancer jams. I can pull it down to closed but when I try to raise the window it goes fine for about 3 inches (hurray - it was broken springs on the old balancers) and then jams up. The spiral piece will not go back into the tube. This causes the assembly to bow out as I lift the window. When I remove the sash and it's not under stress it does go in, not sure if it's smoothly enough. Did I damage it in installation? Was it defective? Can I repair it? Must I order another balancer? Its spring itself still works fine.
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Paul Sr. from SWISCO responded:
Are the new balances the same length as old? Did you charge the balance with 2 or 3 turns? Did you lock spiral in the same notch as the old balance in pivot shoe? Something is preventing spiral from rewinding in tube as you raise window. Before reinstalling balance, hold balance in one hand and with the other hand slide spiral up and down in tube. See if it slides easily.
A home owner from Boston, MA says:
No, I used 10 turns, according to an online instructional video. When I remove the balance I can feed the spiral all the way back in but it binds a little at points.
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Dave Sr. from SWISCO responded:
Can you un-wind the balance? Ten turns is too much and may have ruined them.
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