problem with shoe

Thanks for reaching out to us. If your window won't stay up, then the issue is likely with the balance, not the shoe. The shoe doesn't actually contribute to holding the window up in any way, it just connects the balance to the sash.

I think we can help, but before I recommend anything I'd like you to take some photos of the balance and upload them here for me to review. I can then check our inventory for a match.

Note that I may need more photos, depending on what you show us. I won't know what to ask for until I see what you have first.

Thank you!