s&g 8400 trouble : Locksmith

I have a S&G 8400 safe dial and its not unlocking with the thumb turn. we have the combo but as you turn the arrow to pull the bolt in it does not work. the customer has said they were having trouble with the thumb turn and this time it stopped short and would not turn more so the customer turned with pliers until it popped and clicked and now it will not open. I’m not sure what to do now. can I drill the the dial to open

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