Did he pull the release cord before trying to lift the door?? Makes no sense unless the door is jammed in the track somewhere.
Take a 2 x 4 or 2 x 6 that is about a foot longer then the distance to upper panels hinge and jam it under the hinge, then give it a kick at the floor to crack the door open. If only one spring is broken you'll need to do this towards the broken spring side to keep the door from cocking..
