need to replace window balance

Good Morning,

You have our series S775-18 (with the 18C option & your shoe size) & S775-28 (with the 28B option & your shoe size) window balances. The tilt bar is our 26-021 .

It seems the spring or string is broken in your window channel. The nylon shoe attached to the bottom of the balance has a pin sticking out that locks the sash in place when tilting the sash in. So to remove the broken tilt shoe with balance, stick a large flat head screwdriver into the center of shoe and turn the shoe counterclockwise to release it. Unscrew the balance at the top and you can now remove balance.

It looks like you need new top sash guides. Those are the plastic guides at the top two corners of the sash that keep the balance in place during operation.

The video below will show you how these work and how they're replaced. As for identification, we can help with that, but we need you to remove an undamaged version and show me a clear picture of it from the front and side. Think of it like a mug shot.