troubleshoot help for coil balance

A quick learner from USA says:
So I had hardy windows in orange county help me do the install. The spring 170-405 worked fine however the lance spring cover and the pivot shoe did not work because the spring cover has a long plastic tunnel for the screw and the old Lance covers do not have that so we used my old shoes and my old spring cover you have to know these don't work with the Certainteed window.
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Emily from SWISCO responded:

Hi there!

I'm sorry to hear you're having trouble. Could you upload some pictures of your original hardware? That way we can get a better picture of what's going on.

Thank you! 

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