Replacing Milestone Window Channel Balences

A home owner from Florida says:
I have non tilt single pane windows in my house. Most of the channel balances for the windows are broken and I am having issues removing the balances. I have watched the video directions posted on your website and when I try to replicate them, the balance does not catch on the clips in the windows. Any ideas?

I have Milestone Single Hung Series 1000 windows.

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Mike from SWISCO responded:
Thanks for posting, Brad! It sounds like it may be an issue with your clips. If they're damaged, oftentimes they won't do their job of catching the balances and keeping them in your from as you remove the window sash.

Can you take a quick picture of your clips pulled out while your window is closed? Maybe we can identify exactly what type of clips you have and see if there are any associated problems.
A home owner from Florida says:
Here is a photo of the clips on the windows. They appear to be ok.
A customer submitted photo of a take out clip.
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Paul from SWISCO responded:
Thanks for posting. This is odd. Your clip is extended, so the balance should come out. Perhaps the problem lays with the balance itself, not the clip. Is the top nylon attachment for your balance broken by any chance? Could I perhaps see a few pictures of it?
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