need replacement Balance for single hung window

A home owner from 80020 says:
I have a single hung window with broken balances. The balance is stamped with 2940. The metal section measures 29.5" and with the white plastic pieces (clips?) at each end it measures a little over 30". There's a black square piece that clips on the top of the window frame to keep the balance in place that is also broken (see photo). Can you help me identify the parts to order please?
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Bob from SWISCO responded:

The channel balance appears to be either our Series 380 or Series 385. The difference between these two balances is the depth of the bottom nylon shoe, or the 'heel-to-toe' measurement, so compare both with your old hardware to see which matches best. Please double-check the metal channel length. For a balance stamped 2940 it is usually 30", not including the nylon fittings, but let me know if it is in fact 29-1/2"; if so, we can still help, but we'll have to provide these balances via a custom order due to their unique length. 

Before we even proceed with that though, note that the balance may be undamaged, and the source of the issue is the black piece that broke, called the Top Sash Guide. The Top Sash Guide is meant to keep the balance in place. When that guide breaks, the balance shoots past the sash, rendering the window inoperable. To replace the Top Sash Guide, can you remove an undamaged version and show me pictures of it from the front and side? We should be able to narrow it down from there.

A home owner from 80020 says:
Hello,
Thanks for the info. I am uploading photos of the top sash... they are definitely broken. They aren't great photos, though. Let me know if you need a better photo of the sash.
Thanks
Cheryl
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Bob from SWISCO responded:

We're getting there. If you could remove an undamaged one and show it to us from the front and side (think mugshot pictures), that would be best. From there I'll try my best to find what you need. 

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