Customer service can make or break a company. When it’s bad, it’s usually just a matter of time until the company goes under or they undergo an overhaul. When it’s good, everyone’s happy and issues that seemed impossible to solve become manageable. Either way, the last place you’d expect someone to make a customer service call is in the middle of a firefight, especially when those people are U.S. Marines who are overseas.

Fortunately for these Marines, when their M-107A .50 BMG rifle messed up in the field, they could count on live customer support provided by Barrett.

The customer service rep who answered the call was Don Cook, a Marine veteran.

“It’s probably one of the biggest highlights in my life to be able to help a Marine unit in a firefight,” Cook said in the video at the 9:12 mark.

Cook determined what the problem was and was able to help the Marine improvise a fix since he didn’t have tools. It turned out to be a delicate piece of the receiver that got bent and the Marien was able to use the bolt carrier to bend it back, getting the gun back in working order and him back in the fight.

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