What am I missing

A contractor from Richmond, VA says:
Im replacing S380 window balances but it will not catch the sash for some reason. Is there something missing like my top guide or bottom guide?
Profile picture of Bob
Bob from SWISCO responded:

Have the channel balances shot past the sash, to the upper corners of the window tracks? If so, then yes, the issue is likely the Top Sash Guides are broken and need to be replaced. When these nylon pieces in the top corners of the sash break, there's nothing to keep the balances secured with the sash. If you could remove an undamaged one, perhaps from an identical window, and show us pictures of it from the front and side, we'll do our best to ID what you need.

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.