Spirals popped out

A quick learner from USA says:

I cannot find any information on my particular issue. I took the upper sash down and inward to remove the screen for repair, and noticed that both spiral balances had come completely out of their guide tubes. I tried putting them back in and raising the window, but was stopped halfway up into the tube. Do I simply need to turn the rods counter clockwise to get them to go all the way into the tube? I cannot turn them by hand.

I must have lowered it a little too much (all the way down) causing them to come out. A wisco rep wondered if my balances wer too short, so he asked for the height of the visible glass.

The height of the upper sash glass that is visible is 22 1/4". The housings are 24" long The color of the caps are red/orange in color.

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Tom from SWISCO responded:

Thanks for reaching out to us! It definitely sounds like your old balances were too short. Please give me a little time to look into this and I'll get back to you ASAP.

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Paul from SWISCO responded:

The balances for an upper vinyl window sash are made to be short. If you notice on the bottom of the track, there are two vinyl stops measuring approximately 4". They are to prevent bringing the sash down too low. The window manufacturer wants to keep the upper sash tight to the top of the window to keep out the drafts. 

You will not be able to repair you broken balances, unfortunately. We suggest new ones, specifically the S600-24 red tip, along with a 75-006 charging tool. See our self help videos on installation, too, they may be of help.

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