Window falling

Question

Hello, I ordered 2:
30" Series 378 Channel Balance
S378-30
Option: 2950

I installed the parts, but my sash isn't catching the channel balance. I removed the window again and saw there was a plastic piece on the side of the sash that was half broken off. I'm not sure what this part is called, but I'm assuming I need it replaced to be able to catch the channel balance. Would someone be able to help me with this?

Tom · Accepted Answer

Hello! Thanks for your patience during this busy season. Based on your description of the issue, it sounds like you need new top sash guides.

I'm confident that we can help with this. We sell an absolute ton of top sash guides, which you can see here, but the Series 378 is compatible with too many to narrow it down usefully.

In order to pick one out for you, I'll need you to remove an undamaged version of the original and show me a clear picture of the front and side. Think of it like a mugshot. I can then check our inventory for a good fit.