That time Marines in a firefight called customer service for help with an M-107

When you need help, there’s nothing embarrassing about asking for it. Especially when the pressure is on to get it right as soon as possible.

Rifles are no different. And if you have to call an arms manufacturer for a problem there, it’s probably a big deal.

That’s why Barrett Firearms Manufacturing provides service for its products long after they enter military service. Most notably, the beloved Barrett M-107 .50-caliber rifle.

Don Cook is a Marine Corps veteran who has been working at Barrett for 17 years. In an interview with National Geographic, he recalled the time he received an interesting call on the customer service line — a call from troops in an active firefight.

“It’s probably one of the biggest highlights in my life to be able to help a Marine unit in a firefight,” Cook told NatGeo.

He picked up the phone and heard what was happening in the background. Without being able to see the weapon, he was able to diagnose the problem.

The Marines bent the ears of the weapon’s lower receiver up during the previous night’s maintenance. When they saw action the next day, the rifle wouldn’t fire every time they pulled the trigger.

Cook told them they needed to bend the ears back down. Given the lack of tools and time, he suggested the Marines use the bottom of the carrier as leverage to bend the ears back and get the weapon firing again.

Within 30 seconds, the Marines had their rifle back in action. They thanked Cook for his help and got back in the fight.

To see Cook retell the story in this NatGeo piece on snipers, skip ahead to 9:12.

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