In their defense, it has not only been a holiday period but the cuts in workforce they underwent recently might be impacting customer service. And, in the past, they have been pretty decent with service - although I wouldn't personally pick them as #1 in that regard. I have had unfailingly positive cs from both Knight and CVA, but luckily have no great amount of experience with any of them.

After typing all that, I would think any barrel FAILURE would get immediate attention. He hasn't asked for a trigger job or a missing screw.