Cannon customer service sucks - Cannon 80 Gun Armory Fire Safe Series 54

I will update this review if things change. I am not one to bad mouth any person or company, but I can't buy a product and be ignored. I bought a Cannon 80 gun safe from Tractor Supply Company about a month ago. The people there were great and l may have to deal with them if Cannon doesn't do something.

Sunday (9/22/19) I go to unlock the safe and it won't unlock. I completed the form on the internet and they sent me an automated response stating I would be contacted soon. I was not contacted today (9/23/19) and attempted to use the link on the response, and it tells me my Facebook password is incorrect, well it works for Facebook.

I will try the 800 242 1055 number tomorrow. Wish me luck.

9/24/19, I phoned customer service and talked with a R. Mendoza. We went through the new battery questions, date of expiration on the battery and pushed, pulled on the door while we tried to open it. He was professional and requested I send a video of trying to open the safe, my receipt, and contact information. Apparently my only two options were; take the 900+ pound safe, with my stuff back to TSC and some how get my stuff back or they will send a lock smith out to drill in my safe, fix it and repair the holes they drill. I sent the requested information. So far all I have gotten is talk and no action by anybody but me.

9/25/19 at 1:15 p.m. No reply from Cannon Safe. I resent the email to Mr. Mendoza with email stating I still had not been contacted by the locksmith.

According to the email I got from Mr. Mendoza at 5:04 p.m.,
"Hello Sir,
I Just send out the approve today to the locksmith team."

I was not given any further instructions just what you see above.
I also did receive my first correspondence from the initial email I sent to customer service on Sunday from a Ms. Madero. It basically says, change the battery to a battery that has an expiration date past 2024 and here is a link to change your password (the one to Facebook that works everywhere but on the customer service website). Then she said they were closing the complaint unless I replied. I did. I referred her to Mr. Mendoza. We will see if perseverance makes any difference.

Searching the internet I discovered the email address for the president of the company. At 11:15 p.m. I emailed him and attached this review.

9/26/19, This morning at 9:50 a.m. I had an email from Mr. Bravo with Cannon safe telling me I had been assigned a locksmith near me. I contacted them this morning and they supposed to be coming tomorrow. I will finish this review as soon as it is open.

9/27/19, This afternoon the locksmith arrived and was very pleasant and helpful. He was able to get my safe open by drilling it in the front. Unfortunately he was not authorized to repair the safe, just open it "by any means necessary and do not repair" according to his work order from Cannon, which he allowed me to look at. So, is Cannon going to send me a new safe and pick up this 950 pound steel box or am I supposed to get it back to Tractor Supply on my dime? Throughout this entire process, communication has been lacking. If I have to get it back to the store, I will never buy anything with Cannon written on it again.

I did email Cannon customer service and inquire about shipping a new safe. We shall once again see how much they care about their customers and their products reputation.

09/30/19, Cannon replied to my message of the 27th and I called them rather than play email tag. I spoke with a representative and he made contact with Mr. Bravo. They requested I send them more pictures of the damage done to the safe by the locksmith opening it. I sent them three images and requested they call me upon receipt so we could hopefully rectify this mess. To their credit they did call me a short time later and I had two options with them; I could take a curbside delivery of a new safe and they would have somebody come and pick up the old one, or they could put a spot of epoxy over the hole the locksmith made, replace the lock on the outside door and not replace the three layers of hardened steel on the inside. I explained a curbside delivery might work on a smaller safe, but I live in the country and my driveway is well over a 100 yards long and I have no way of moving a 950 pound safe on the driveway. That was not really their concern and they could not help me beyond this.

I will be taking the safe back to Tractor Supply, who has been completely supportive in this and return it and purchase a Liberty 50 gun safe.