Window balance replacement

A quick learner from Longmont CO says:
We have a couple of windows where the balance has broken and is sticking up out of the channel. I haven't forced it but can't open the window to remove and/or replace. Pictures attached. I need to order new sashes and figure out how to remove the window to replace them once I order the correct size/type. The numbers I can see are 2740. Any help is appreciated!
User submitted photos of a window balance.
Profile picture of Tom
Tom from SWISCO responded:
Looks like the top sash guide is broken. You will need to force the balance down under the take out clip. See the video below for more information.
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