It was indeed a broken spring. I have no idea about this stuff, and I watched the guy change it out without hovering too much. He brought a long metal tube which I guess houses the spring (for safety, or just because that's how they do it? I didn't get the chance to ask). He swapped it in for the old one quite quickly - about 30 minutes all in.
I was expecting to see actual visible springs and had a brief flashback of snapping a bungee cord into my face as a kid.
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