Broken Top Sash Guide

Question

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.

Tom · Accepted Answer

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.