Broken Top Sash Guide

A quick learner from Delray Beach Florida says:
July 22, 2015
I ordered two 28" series 385 channel balance and after putting them on the window frame and re-install the window one top sash guide broke and the other one is partially broken. During the installation the coil from one of the channel balance (the top hook) got detached and I can't put it back in place (there is too much tension to extend the coil to hook it back in place). Please see attached picture. Can you help me with this? If this is something that I won't be able to fix is there a warranty on this part? can I get a replacement?

I am also sending you pictures of my top sash guide for you to tell me which part that you sell would be an adequate replacement for the top sash guide for my window.

Thanks for your help
User submitted photos of a top sash guide.
Profile picture of Tom
Tom from SWISCO responded:
July 24, 2015
Thanks for posting, and I'm sorry for the trouble. We do not currently have a match for this top sash guide, but we found a possible match and are currently working on bringing it in. I will let you know as soon as it becomes available.

I'm not sure why the balance became disconnected, though. Can you confirm your sash weight? I see you ordered our 2750 option, which is particularly strong. I just want to make sure that this is the best spring strength for your window.
Profile picture of Tom
Tom from SWISCO responded:
August 12, 2015
We now have our 18-192 top sash guide available.
28" Series 385 Channel Balance
28" Series 385 Channel Balance
S385-28
$10.97
Top Sash Guide, Lawson
Top Sash Guide, Lawson
18-192
$1.57
How to Replace a Non-Tilt Channel Balance
How to Replace a Non-Tilt Channel Balance
VIDEO
WATCH >
How to Repair a Jammed Window
How to Repair a Jammed Window
VIDEO
WATCH >
How to Identify Replacement Channel Balances
How to Identify Replacement Channel Balances
VIDEO
WATCH >
How to Replace a Top Sash Guide [1080p]
How to Replace a Top Sash Guide [1080p]
VIDEO
WATCH >
How to replace a non-tilt channel balance
How to replace a non-tilt channel balance
GUIDE
READ >
Choosing a Non-tilt Channel Balance: What Will We Need?
Choosing a Non-tilt Channel Balance: What Will We Need?
GUIDE
READ >
Reply to Thread
Use this form to ask a follow-up question or to share your experience regarding this subject.
(your email address will be kept private and is only used to inform you when a response has been made)
Current wait time is 3-4 business days
We promise that one of our experts will personally get back to you as soon as they are able. Thank you very much for your patience and understanding. If your inquiry is time-sensitive, please feel free to reach us at (888) 991-1929 or at help@swisco.com.