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Sentry Fire Safe Won’t Open, It’s Broken! Can’t Unlock Fire Safe
By lighthouse
Pictured above, a sentry safe that failed to open after the combination numbers were pushed and the little plastic piece that disabled it.
So I called the sentry safe company, (800-828-1438), and waited for about 10 minutes to speak to a representive, (that was alright since I have a speaker phone). The first thing they asked me was about the condition of the batteries. I told them that they were brand new. The person then asked about the brand name and expiration date of the batteries. They were generic batteries, but the expiration date was fine. They suggested a new set of batteries, and mentioned that I could bypass the battery pack, (which sometimes fails), by unplugging the pack and using a regular 9 volt battery.. So just to cover the base, I went down to the store and obtained a brand new 9 volt duracell battery. I unplugged the battery pack and plugged in my new battery. I then pushed the combination numbers and my safe again failed to open.
I called the sentry company back using my speakerphone feature again while waiting to speak with a technician. The tech asked me about the batteries and I told him it had a new 9 volt at the last technician’s recommendation. The person began to talk about the actuator cylinder inside the safe, stating that it did not sound like it was actuating. Then they told me something that really made me wonder about the quality of this safe. They told me I would need to hit the safe with a rubber mallet in an attempt to get the actuator to engage so I could open the sentry safe. OK, so the safe is supposively built to keep my belongings safe from thieves and fire, but now I am going to fix it with a rubber mallet? Good thing my sentry safe was inside, somebody might have wondered about my mental state if they had seen me beating this fireproof safe with a rubber mallet!
Well it just so happens that I had a rubber mallet and did not need to once again go to the store to get something to personally fix my great sentry fireproof safe. So I begin beating the sentry safe with this mallet and then tried the combination again. Woolah, It opened! I stopped for a moment and began to ponder how many other things I could fix with this magical rubber mallet. I mean, what about the TV, the computer, my fridgerator and that cell phone that always drops calls? Could it be that I have discovered the fix all to all mechanical issues? As I began to look at my belongings in my fireproof safe that I have just opened with a rubber mallet, I thought "so if I close the safes door will I need a sledge hammer next time"?
Time for another phone call, back to the speakerphone. The technician this time listened to my issue and asked me if I had some lubricant like WD-40 with a small tube that attaches to nozzle. I thought, "well of course I do, I was just using that to fix the broken water pipe in the garage." The phone tech tells me where to spray the lubricant on the inside of the sentry safe door. He has me do this in the open and closed combination positions, and it’s now opening when I press the combination numbers with the door open, hurray! The only problem is that after working in the lubricant a few times the handle on the door does not lock into the locked position. I no longer need the combination to unlock my safe, I only need a can of lubricant! OK, this is one really tough safe, what thief would ever think that they would need a rubber mallet and a can of silicon lubricant to open up a safe?
Back to the speakerphone, this time a lady technician. She wants me to get a screwdriver and pry off the plastic piece on the back side of the door. At this point I said to her, you have built a product that I need to have a rubber mallet, a can of 3 in 1 spray lubricant, and a screwdriver to open? She stated that she was doing all she could to help me fix my safe and asked me how long I had owned the safe. I told her about 2 years and she stated that it was out of warranty. I thought, well who needs a warranty when they have a magical mallet, a can of black led, and a screwdriver? Anyway she directs me to pry the plastic backing off of the door and when I do this little piece of plastic falls out onto the floor. I look at this little plastic piece pondering in my mind, what’s it’s part in all of this. Well the technician is directing me to look at the arms and gears and some arrows that line up between the metal arms and plastic gears. What’s wrong with that picture? Metal and plastic don’t really work together long before the plastic breaks. I had to wonder for a moment, is this some really expensive fireproof plastic? The arrows line up and with that information she directs me to the area of the actuator again, she says "you see the circuit board" and a little white button that sticks out from it?" I said well yes, I see the circuit board and the little white button you are talking about seems to be laying on the floor broken off. So I picked it up and said, "this little broken piece of plastic that connects to the metal arm on the safe is why the safe does not work right?" She tells me yes that’s the problem, that i have broken it and since it’s out of warranty that there is nothing she can do to help me. But she then asks me to hold on for a moment…..
She comes back to the phone sounding sincere, like she has just solved all my problems, and tells me that she has spoke to her supervisor and that they can offer me 10% off on any safe that I would like to purchase. I thought what great customer service, now they want to sell me another safe with metal and plastic pieces that break and give me a huge discount of 10%, and I bet it comes with a free maintenance kit which includes a polo stick, some lard oil, and a screwdriver on the rocks! Needless to say I declined their gracious offer.
I will say that all the organizations personnel, (that I spoke with), were courteous and trying to be helpful, (that was within the realm of authority they were given). With a product such as this, and the great customer service I experienced, I thought it was probably best to find a safe that was free of little plastic pieces that break off, cause those plastic pieces won’t save you 10% !
Topics: Kick It To The Curb |
May 24th, 2008 at 4:04 am
Same thing with me, but mine is broken again… time to get out the hammer.
May 26th, 2008 at 1:58 pm
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June 12th, 2008 at 3:24 pm
Where on the safe did you hit it with the mallet? I have what looks like the same safe (two years ago, got it on clearance from Office Max, now thinking, maybe defective and; that’s why on clearance…) Anyway, from LED display, it is unlocked after I punch combo, but the handle won’t turn to open…Called Sentry, got busy signal, not even got through to wait on hold!
RE: I can only suggest you call them again, I would not want to be responsible in anyway for their safes.
June 23rd, 2008 at 7:16 pm
Help! I can’t open my safe either! Which way did you hit the handle with the mallet?
Jen
RE: I can only suggest you call them, I would not want to be responsible in anyway for their safes.
June 25th, 2008 at 3:51 am
dear sir,
i have a sentry metal safe. I bought this used at a office supply, I have been using it. the last time i opened it I accidently turned the dial a little and now i cant get into it. The paper work is inside. Is there a way to reset the combination.
August 12th, 2008 at 3:53 am
OH boy, looks like I’m headed for the same thing. I suspected this thing was cheep. The styling is very misleading, looking all solid and quality. Apparently Sentry isn’t in a hurry to send someone out to help. I think if I get my stuff out I’m gonna get rid if it. Not taking a chance on it screwing me again. Wish me luck. Now where’s that rubber mallet…
August 12th, 2008 at 3:20 pm
Same model, same problem. Your story just gave me more useful advice in 5 minutes than Sentry gave me in 5 days. After days of Sentry feeding me one little useless tip (enter the correct combo, change the batteries) at a time, the mallet tap had it open in 30 seconds. I used a block of wood since I didn’t have a rubber mallet. I was very careful to only tap the flat steel door, not the cheep plastic trim. I only tapped about as hard as you’d use to crack crab shells. Called Sentry anyway and got an ear full about how I shouldn’t have done that without their permission. Let them know their multi day, 1 step at a time process was lame. Also, support hours 8-6 M-F Eastern just doesn’t cut it for working people on the west coast. With repeated prying, got tech to essentially give same advice you’d mentioned (WD40 on locking pins, wait 15 minute, cycle lock several times), although she wouldn’t suggest removing inside cover. I’ll try that tonight anyway. Right now, I have no confidence in Sentry safes. While door still open I will remove contents and unbolt from floor. I’ll see if I can remove panel and properly lube pins. Bottom line, I’ll probably sell the thing since I don’t see myself locking my stuff in this cheep thing and risking this mess again. Shame to see a company kill their good name selling this cheep product then providing inadequate support.
August 22nd, 2008 at 6:44 am
My safe door will not close. The handle is stuck! This safe is horrible, how could they sell such a horrible product.