sash balance with attached parts

A home owner from 92130 says:
need to replace this balance and the parts
User submitted image of their window hardware.
Profile picture of Paul
Paul from SWISCO responded:
This looks like our Series 380 channel balance. This comes with our 19-005 top and 15-005 shoe pre-attached. Please look this hardware over and see what you think.
A quick learner from san diego says:
Hello. I purchase the recommended sash balance but the window is not operating properly. I moves up about 4 inches but then the sash balances are not traveling with the window. I am not sure whether the sash balances which we had in there, which had been replaced in the past, had the correct shoes. I have attached a picture of the side of the window, do you have any thoughts or suggestions.

Thanks for you assistance.

sash window
Profile picture of Paul
Paul from SWISCO responded:
Sorry to hear you're having trouble. First, did you make sure your balance had the same 19-005 top and 15-005 shoe? Also, were the length and stamp option the same? Finally, are the top sash guides on the sash broken? That may be causing the issue you've described.
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