Spirals pulled out of tube

A home owner from Mount Dora, Fla. says:
Both of the spirals pulled out. The others on the same order worked great. how do I get replacements? You can contact me on my cell if you prefer.
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Paul from SWISCO responded:
Thanks for posting! Sorry to hear about the trouble. Usually, when the inside spiral pulls out of the balance tube, it's because the balance is not long enough for the sash's movement. One way to check this is to be sure the spiral falls close to the sill when the sash is out. If so, that means it has enough travel to operate without popping out of the tube. Can you confirm the length of the outer tube for the original balance installed?
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