Complaint Review: Sentry Safe - Sentry Group - Rochester New York

I have not been able to unpack or use the safe at this time, but a replacement safe arrived one week after locksmith opened the malfunctioning safe.

As of yesterday, 09-12-07 Sentry finally arranged for a locksmith to open this safe. Who is paying them? I don't know yet. I had to sign the ticket. There were many delays and several phone calls between myself to and from Sentry, and myself to and from locksmith[s], so that this could happen. I believe had Sentry provided the locksmith with a work order number initially, that could have all been avoided and I wouldn't have had to wait this long to get to the contents of my safe. Prior to all that, installing a new electronic keypad, [a Sentry pre-programmed combination], sent to me by mail by Sentry, as mentioned in my last update, this safe still would not open. On closer inspection of the electronics, I found the combination device to be made in China! The safe door had to be drilled, and latch inside the door broken to open it, it was a 10 minute job. I called Sentry afterward to confirm that the locksmith had been here and that the safe had been opened, but that he hadn't written a total dollar amount on the bill for the job, nor any reference number, or other info Sentry told me that they required on this bill. I did not get a copy when I asked for it after signing it! As stated previously, Sentry said a new safe would be delivered to my door. When that happens, [though I am certain I don't want to have this problem again, I do know how to destroy the safe myself if it does], I will update my report. I am convinced none of this "correction," would have happened without the exposure made possible by this consumer website!

I rec'd electronic keypad promised, however, it did not solve problem. I called Sentry Safe/Sentry group this afternoon. They said that since this didn't open the safe, that there was probably a wire disconnected inside the door. They asked me to call three locksmiths in my area, and get estimates for opening the safe, then to call them back with those estimates, and they'd pay the locksmith they chose to open the safe, AND REPLACE THE SAFE WITH A NEW ONE of the same type. It's only 3 months old. I have to thank ripoffreport just for existing and motivating this company to respond to my call for help, and the Sentry Group for taking action. IF they had responded initially, I would not have taken the action of using ripoffreport. I cannot vouch for this safe as being worth the price however, and it's cost me a lot of time and money not being able to get at materials in my safe. Since they are making reasonable effort after my posting at ripoffreport, I would give them a chance at some point maybe with a higher quality [failsafe] safe. Again, the model I'd stay away from is MSW3517. I will report successful conclusion.

Initial contact with SentrySafe/Sentry Group via their website form, sentrysafe.com on 08-13-07, where they claim to respond in two business days, [after filling out and sending the form], was finally responded to six days later, but only after sending a second message to them and after threatening to file report with Ripoffreport.com Although contacting them this afternoon, 08-20-07 via telephone as they indicated in their email response to me was difficult because of busy signals, and long hold times, they said they'd send me a new keypad mechanism free of charge in a second return call. If the keypad unlocks my safe, I will report back. An electronic part inside the keypad, which they said was supposed to be "glued on," was not. I would question the engineering decision to use glue in a safe the price of the MSW3517.