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Russell H.
Russell H., Service Tech
Category: Consumer Electronics
Satisfied Customers: 9307
Experience:  8+ years of professional experience
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How to open a new sentry safe SFW123DUB?

Customer Question

How to open a new sentry safe SFW123DUB?
Submitted: 3 months ago.
Category: Consumer Electronics
Expert:  Russell H. replied 3 months ago.

Hi, thank you for contacting My name is Russell. I will do my best to provide the right answer to your question.

Is the safe's door open but the latch 'thrown' or in the locked position?

Customer: replied 3 months ago.
Customer: replied 3 months ago.
Russell... Still there? Is it better if we do this by phone?
Expert:  Russell H. replied 3 months ago.

Thanks, I'm still here.

Expert:  Russell H. replied 3 months ago.

That sort of situation amazingly enough can be quite hard to deal with.

If it's really new, just bought and never used, you might want to return it, even.

But, try entering the code to open it, and the instant the code is entered, press inward on the latches or 'bars' to try to encourage them to return to unlocked (retracted) position.

Customer: replied 3 months ago.
I'll try it.
Customer: replied 3 months ago.
No luck... Same results
Customer: replied 3 months ago.
Returning this thing is not an option. I have to resolve this before I leave for vacation early tomorrow morning. Please help me out.
Expert:  Russell H. replied 3 months ago.

What happens when you enter the code? watch for lights, listen.

Customer: replied 3 months ago.
It's a rotary combination lock
Expert:  Russell H. replied 3 months ago.

That's different! Has it ever opened when you dialed it? while you have owned it.

Has it got a hand lever? if so, you may have to put pressure on that lever to 'open' i.e. un-latch the door.

How old is the safe?

Customer: replied 3 months ago.
This is a new safe. Right out of the box today. I've pushed on that lever as hard as I could. It's a sentry safe SFW123DUB.
I wonder if there isn't a way to reset the combination to something like a "factory default."
Expert:  Russell H. replied 3 months ago.

Well... I don't think so. Combination-dial mechanical-based locks of that sort don't have a 'reset'.

Try pressing on the handle as if locking the safe. Then let go of the handle.

Then dial the combination.

Then press the handle the other way *once done dialing*.

Has the combination ever worked to open it? even in the store? are you at all uncertain of the way you are dialing it? (i.e. left, right, left, vs. right, left, right ?)

Customer: replied 3 months ago.
I'm on it...
Customer: replied 3 months ago.
I didn't try it in store (they were all boxed). I've followed the instructions to the letter.
Expert:  Russell H. replied 3 months ago.

I'm sorry to hear that. It means you simply have a defective safe, period.

Customer: replied 3 months ago.
I'm not so sure I agree. Where does this leave me.
Customer: replied 3 months ago.
You can't be serious. A new technician? Twenty-four hours does not meet my definition of "urgent." I paid extra for "urgent."
I am nowhere close to satisfied with the response. I expect to hear from someone who can fix this within 15 minutes.