She said that it was my choice to either replace as she instructed me to do, but she was putting a not on my case about the battery and no other customer servive rep would help me until I replace the battery.
Shen then told me that I would not get it to work unless I used a Duracell or a Energizer battery. I explained my problem and after asking the expiration date on the battery which was 08/24 she asked me what brand I used.
I then spent 4 1/2 hours on hold trying to get help from customer service. I read the manual cover to cover to make sure I was doing everything correctly. The first time I tried to open the electronic lock, it would not open. I purchased a TS5730-h1-20 36 gun safe yesterday. The worst customer service I ever experienced. Very pleased with all of their products and especially their customer service. I own this Cannon safe, a GunVault (same company) and a Stack-on (also same company). I called customer service again and they are sending me replacements (again for free, even though it was my fault).
I had to use the originals which means the keypad doesn't isn't snug on the door. The new keypad uses screws a little shorter than the original. The holes in the door were not threaded and I ended up ruining the new screws that came with the new keypad. (Luck #3) When I went to replace the keypad the screws on the outside of the door used the horizontal screw holes instead of the vertical ones.
The only downside was that it took several weeks to arrive. I called customer service and they sent me out a replacement lock and keypad for free (lifetime warranty). I got the electronic keypad off but ended up breaking the back where it mounts to the outside of the safe. (Luck #2) The only issue I had was when I had to replace the battery I didn't know what I was doing. (Luck #1) First of all, I purchased my Cannon safe from Academy 11 years ago on a fantastic sale.
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