Reference number 7494396

I have several windows that have the spiral balance system that are failing. Originally purchased and installed by "Jacobson Windows of Tampa, FL", which now appear to be out of business. The spiral balance rods are dropping out of the tube at the bottom. As best that I can see is that the "Shoe" is part of the window frame ??? I need help understanding how this system actually works and what we can do to repair these windows.