Spiral Balance Problem

A home owner from Bartlett, IL says:
I purchased your spiral balance tool (75-006) to fix some windows that wouldn't stay up. As I got into the project I found I couldn't adjust the tension and one of the balances looked as shown in the pictures below. There was a white tube that enclosed what's in the pictures. That white tube attached to the inside of the window frame with a screw.

in the picture the small white tube outside of the spiral appears to be broken on the end.

Is what I included in the picture plus the outer white tube I described what you call a spiral balance?

Can you tell me what I need to order to fix this.

The length of the rod from the black cap to the end is 2 inches. From the end of the black cap to the other end of the spiral rod is 24 inches.
User submitted photos of their black tipped spiral balance.
Profile picture of Mike
Mike from SWISCO responded:
If the spiral measures 24" in length, then you will need the S600-23 Spiral Balance. Please note, our balances come with a metal casing, not plastic.

Moving forward, I am a bit concerned that you need a black tip. Black tip balances are usually used for very heavy window sashes, weighing around 40 lbs. Normally used by schools and commercial windows.

Please weigh your window sashes and give us the weight in lbs. before ordering replacements.
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