Window Balance Issues

Many thanks for your correspondence. I believe we can help you figure out what you need, but I'm going to need some more information to make an assessment.

First, there should be a stamped code on the front of the balance channel. Could you take a picture of this code for us? 

Second, can you measure out the visible glass height of the window sash? 

Finally, are your window frames made of vinyl or metal?

Also, the clip at the top of the window track that broke is our 16-002.

Let us know your findings.

Your customer has a S800-17 Channel Balance with a spring weight 16C, which is for a sash weighing 12 through 19 lbs. I don't think the balance is too long; your customer has one balance broken, and that can cause the window to not operate properly or keeping the balances in the jamb. They might also a top guide like our 18-036 that is broken; that can cause problems. Are these the original balances that came with the window?