Exceptional Service from Andy and Phillip

Luca917

Luca917

Joined
Jan 10, 2016
Messages
2,566
Just figured it was worth saying...

I grew up in the service industry. Twenty years in my father's restaurant business. Another twenty years teaching. I know something about customer service.

I'm genuinely impressed with Fiddleback Forge. For example, I bought one of the proto wingman knives recently, and Andy repeatedly assured me personally that if I didn't like it for any reason he would immediately refund my money. Standing behind his work.

And I've repeatedly asked Phillip to look up knives from previous Fridays, and he's taken his time to respond every time. Finally, today he tracked down a knife I was looking for and could have easily sold it to me without comment, but emailed a message saying he wasn't happy with the scales on the handle and felt he shouldn't sell it. He knew I wanted it, and yet he didn't feel it should leave the shop. Sure I was disappointed. And deeply impressed.

Integrity, honesty, and communication in a business. Not something you find everywhere these days.

Thanks gents. If your remarkable knives hadn't won me as a customer, every interaction I've had with you sure has.

Tony
 
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There are a lot of reasons to like Fiddleback, and only some of them have to do with the amazing knives. I could not agree more with the OP; Andy and team provide awesome customer service.
 
Watching out for y'all is very important to us. Getting to make an honest living, in an honest business, in an honorable profession is the icing on the cake.
 
Thanks Tony
Everyone at the shop strives everyday to be the best we can and provide a great experience for our customers/friends.
 
VANCE said:
Thanks Tony
Everyone at the shop strives everyday to be the best we can and provide a great experience for our customers/friends.
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...and you all do it 110%. I know you are all a group of humble guys but you all should be very very proud of it!
 
About the customer service well…. Phillip, Andy an everyone at the Forge are really on top of the game thats for sure. They give the best service I've ever got anywhere else hands down!!! Phillip is very fast on the replying to emails and PMs and he goes far and beyond the calls of his duty's like the behind the scenes an to make sure every customer is very happy an satisfied. I am speaking from first hand experience as I'm sure like others that have dealt with Phillip or anyone else at the Forge. Now days it so hard to find good customer service with small businesses that start to grow bigger. They tend to forget about customer service is a big part of a ever growing business. This is one of many things I love about the Forge is their customer service is better then any big corporation. Also all the sick crazy pieces of that still come out of their an Andy's head. Over the last 3 years sense I got bit by the Fiddleback Spider Ive read a lot of other peoples stories about the customer service at the Forge an everyone is spot on. (ITS THE BEST) One thing I can say about Phillip, Andy an everyone at the forge is that the they are very kind folk that love what they do. And will go out of their way to make sure that the customer is happy but, also with that said their will be some bad apples that will try to take advantage of that their kindness. Keep up the great work guys. Thanks Chuck
 
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crazyfingers said:
About the customer service well…. Phillip, Andy an everyone at the Forge are really on top of the game thats for sure. They give the best service I've ever got anywhere else hands down!!! Phillip is very fast on the replying to emails and PMs and he goes far and beyond the calls of his duty's like the behind the scenes an to make sure every customer is very happy an satisfied. I am speaking from first hand experience as I'm sure like others that have dealt with Phillip or anyone else at the Forge. Now days it so hard to find good customer service with small businesses that start to grow bigger. They tend to forget about customer service is a big part of a ever growing business. This is one of many things I love about the Forge is their customer service is better then any big corporation. Also all the sick crazy pieces of that still come out of their an Andy's head. Over the last 3 years sense I got bit by the Fiddleback Spider Ive read a lot of other peoples stories about the customer service at the Forge an everyone is spot on. (ITS THE BEST) One thing I can say about Phillip, Andy an everyone at the forge is that the they are very kind folk that love what they do. And will go out of their way to make sure that the customer is happy but, also with that said their will be some bad apples that will try to take advantage of that their kindness. Keep up the great work guys. Thanks Chuck
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Thank you Chuck. This group of customers is pretty easy to care for dearly.
 
I wanted to add to this thread with a story about a brand new arrow, an errant shot, a stubborn tree, a Bear Cub and a fool. So, several months ago, sometime during the fall, I received a package containing 6 brand spanking new arrows. In preparation for bow season I went out back and did some target shooting. Unfortunately one shot clipped the end of an already targeted arrow and buried itself in the pine tree that my target hangs from. I'm not the greatest archer by any means so this has happened before. Usually with some work and a little patience I can get the arrow out of the tree. Not so with this one. It just wasn't budging. Well, I really didn't want to damage the arrow and I wasn't about to just let the tree win so I had one of my not so bright ideas. I decided to try and cut the arrow out of the tree with my Bear Cub. What's the worst that could happen, right? Well, the tip of the knife snapped off. So now I'm just standing there with a blunt knife and a stuck arrow. Ugh. After about 15 minutes of trying to work the arrow out of the tree I finally got it out. Unfortunately the the whole insert and point were left in the tree and now I have to put a new insert and point on the arrow. Not that big of a deal but a pain none the less.

Now, as for the knife. I'm basically standing there and the only thought that was running through my head was the part of Andy's warranty that clearly states that stupidity isn't covered. What I just did was clearly stupid. After finally removing the arrow I went inside to email Phillip about what could be done about the knife tip. His response was quick but he said that he had to talk to Andy about what could be done and how much it would cost. I totally understood and expected to pay for repairs to the tip plus the Fiddleback Spa treatment. After sending a couple of pics and Phillip talking to Andy this is the reply that I got:

"Jim,
i just talked to andy....send it back & we'll fix'r up @no charge (since it was a new arrow)...lol

Phillip"

I really can't say enough about the Gentlemen at Fiddleback Forge. They're simply a group of fine craftsmen who stand behind their product. Unbelievable customer service and a sense of humor to boot. This is definitely one of the many reasons that I will continue to support The Forge for as long as my hands can hold a knife.

Thanks so much guys. All your efforts are greatly appreciated by me and many many others.:thumbup:

Here's a couple of before and after pics

Before. aka tipless.
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DSC02126-vi.jpg


After. aka, restored to all it's previous glory.
DSC02618-vi.jpg

DSC02621-vi.jpg

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To be honest, those kind of fixes are easy to handle. Broken tips are no problem. I usually don't charge to do this. I like the idea of saving one of my knives rather than trashing it.
 
Not only is the service good but these are one of the very best knives in the world. You don't often find these two combinations together.
 
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