Series 795 balance makes window hard to lift

A home owner from West Chester, PA says:
September 20, 2018
After I installed the S795-30B balances with 1-1/4" shoe to both sides of the window track, the window seems heavy to me when opening/closing the unit. The sash is 18.2 lbs on the scale. I ordered option B (13-19 pounds). Wondering if I ordered option C, that would address my issue. The window stays put once opened, but is extremely difficult to lift. Please advise. I did lube each track prior to installation as an FYI.
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Paul from SWISCO responded:
September 26, 2018

Hmm... based on your sash weight, the 30B stamp should have worked. What was the stamp on the original balance? Could we also see a photo of one of the old balances?
30" Series 795 Channel Balance
30" Series 795 Channel Balance
S795-30
$13.87
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