My Apologies

Fiddleback

Fiddleback

Knifemaker
Moderator
Knifemaker / Craftsman / Service Provider
Joined
Oct 19, 2005
Messages
19,841
I am writing to apologize to this community for the wording of the thread that I posted on Monday about the drama we endured here at Fiddleback Forge over the weekend. That thread didn't help anything. I guess I deserve the ongoing drama that this situation has precipitated. But, you do not, and for not doing a proper job smoothing it over on Monday, I am truly sorry.

Yesterday we recieved a dull knife back with a refund request. We are changing our sharpening procedure to try to make the knives more sharp, and we are learning. We had already determined the customer wanted a refund. I asked Ken to process this refund, and the request is still in his in box. The re-sharpened knife was snapped up yesterday, and that has caused even more drama. I processed the refund this morning. I have been called a thief, and a liar, and may even have been reported to the Better Business Bureau. All this for less than a day's delay in processing the refund.

We at Fiddleback Forge have never and will never steal from you. We have never 'screwed' anyone over ever! We will not ever be doing this. The knife business is an honest business that services good honest folks. The best quality I've ever found in a community. I hope you know how much we value this aspect of our business.

I am again, very sorry for the forum drama this week. My leadership failed on Monday, and I should have acted like a more mature person.
 
I don't see where you failed friend but where ever you feel you missed it we forgive you and love you Andy. You're top quality you host perhaps the most awesome online community and have created the atmosphere that gathers the most amazing people with good hearts. Some if not all of us have our quirks and do and say things that we shouldn't at times. However we have maned up or moved on it seems. Thank you Andy! In some ways its not about the insanely awesome craftsmanship and incredible tools you create but your heart and the heart of those around you that keep us surrounding your business.

XxkcxX
 
You've done what good leaders do: accept responsibility and make it right.

Mike
 
Andy

Unfortunately I don't have anything profound to say except hang in there and chalk it up to growing pains. I've seen a lot of changes over the years on your forum but I've not once seen you stray from your position on customer support. Mistakes can and will happen. You strive to limit those but it's how you respond to the situations that can make or break you. Often I've seen you be transparent in these situations and publicly address issues head on. Again showing customer satisfaction as priority even if it exposes a mistake.

There are so many more forum members now than in the beginning. The growth is outstanding to see but along with that growth comes minor obstacles both with product and people. It's a learning curve for both yourself and your customers. I know I sound generic in saying "You can't please everybody" but it's true. I've seen your work ethic over the years and It remains the same as what I observed when you started. In my opinion you're doing things right, not perfect, but right.

I, as a long time customer appreciate the efforts of yourself and staff and will continue to support Fiddleback Forge.

Make it a good day Andy!
 
Apologies on my end too for anything I could have done differently. We try our hardest around here to make the best knives we can, and to take care of all of you as best we can. The same way you guys take care of us. We will continue to do just that, hopefully with minimal bumps along the way. :D
 
Andy, I was a professional firefighter for 30 years, and ended up running 3 departments before I hung it up. Putting out fires and running an ambulance service is easy. Managing these types of issues is the challenge.
Any environment dominated by guys will create some drama.

Just be glad you don't make lady's handbags. THAT would be some drama...
Hang in there my friend. As the old timers used to say, "yer doin' good!"
 
As for insiders, locals, favored customers, elite group etc. I just want to say one thing:

WE'RE ALL PART OF THAT GROUP!!

When you buy a Fiddleback, you immediately become a part. Andy never asks for a receipt, he just does all he can to make you satisfied. I have had a few issues with new knives and old ones and every time they were handled so smoothly that I walked away with a deeper connection to the company and further interest in buying more. Now if you have a knicker-twisting issue, like with anything else, calm down and let your knickers untwist before doing anything regrettable. Heck, Andy even smoothly managed my regrettable moment from a few days ago and turned it into another customer service triumph. The man and his crew stand behind their work.
 
trestle said:
As for insiders, locals, favored customers, elite group etc. I just want to say one thing:

WE'RE ALL PART OF THAT GROUP!!

When you buy a Fiddleback, you immediately become a part. Andy never asks for a receipt, he just does all he can to make you satisfied. I have had a few issues with new knives and old ones and every time they were handled so smoothly that I walked away with a deeper connection to the company and further interest in buying more. Now if you have a knicker-twisting issue, like with anything else, calm down and let your knickers untwist before doing anything regrettable. Heck, Andy even smoothly managed my regrettable moment from a few days ago and turned it into another customer service triumph. The man and his crew stand behind their work.
Click to expand...

This is exactly the case. I love each of you. I am a man and do not participate in cliques. Thank you all for being my friend. I hope someday to make each of you the perfect knife for you.
 
Fiddleback said:
This is exactly the case. I love each of you. I am a man and do not participate in cliques. Thank you all for being my friend. I hope someday to make each of you the perfect knife for you.
Click to expand...

Super thumbs up emoji!
 
trestle said:
As for insiders, locals, favored customers, elite group etc. I just want to say one thing:

WE'RE ALL PART OF THAT GROUP!!

When you buy a Fiddleback, you immediately become a part. Andy never asks for a receipt, he just does all he can to make you satisfied. I have had a few issues with new knives and old ones and every time they were handled so smoothly that I walked away with a deeper connection to the company and further interest in buying more. Now if you have a knicker-twisting issue, like with anything else, calm down and let your knickers untwist before doing anything regrettable. Heck, Andy even smoothly managed my regrettable moment from a few days ago and turned it into another customer service triumph. The man and his crew stand behind their work.
Click to expand...


Well spoken and my sentiments exactly -- Andy and his crew are first rate individuals and really great people. At the end of the day, we're all human and we all make mistakes; what differentiates some from others is how we learn from our mistakes and conduct ourselves moving forward.

Andy, you're a good dude and do not need to apologize for how you run your business -- we're all proud to be part of this community and wouldn't be here if it wasn't for your team or your work; thank you.
 
I don't believe you have done any wrong here what so ever, but you have this communities forgiveness none the less. Some men just can't be reasoned with, we all see that. I for one am happy he was politely asked to leave. We love you brother. Let's get back to cutting stuff!
 
I don't know if you folks have noticed the thicker handles lately, but I do listen to your suggestions. I take each of you very seriously.
 
Andy no need for you to apologize. Thanks for being the kind of guy, owner of a business, and craftsman that we're all willing to become passionate about. Sometimes we go too far and do stupid stuff because of it.

And sometimes people do stupid stuff just cuz they're stupid.

Fiddleback said:
I don't know if you folks have noticed the thicker handles lately, but I do listen to your suggestions. I take each of you very seriously.
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:thumbup: :thumbup: :thumbup:
 
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No apology was needed. An occasional problem will happen, even to the very best & you can't please everyone.

By the way that is one long stride to go from a sort delay on getting a refund to calling someone a thief, without inquiries between and attempts to get a remedy to the problem.
 
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Andy no need for an apology!
You sir own a well established honest hard working business!
Be well Sir and continue making us grail knives.
 
Fiddleback said:
I don't know if you folks have noticed the thicker handles lately, but I do listen to your suggestions. I take each of you very seriously.
Click to expand...

Andy:

I was fortunate to snag an Evergreen Burlap BC two Fridays ago and it came with a handle that was 8 to 10% fuller in all critical dimensions. The knife feels wonderful in my hands. I commented to Ken on it yesterday and asked him to pass along my appreciation. From the look of Bud's Sneak Peak photos it appears that many of these knives will also be sporting fuller handles.

Thanks for listening & responding to your customer base !

Peter
 
Andy, I posted this on the locked thread. I can't quote it but I'm pasting it below:

I'm new to this forum. I bought my first FF back in December. I may post an introductory thread at some point with pictures of what participating in this forum has done to me and my knife collection.

I've bought FF knives direct, and from 4 retail sites. I've bought 4 sheaths from Bud. I've upgraded my bladeforums membership to a 3 year gold.

<snip>

The adults in this forum need to take a deep breath, swallow their egos, and suck it up. I may not be the oldest on this forum, but I can tell you that one thing I learned growing up in the 70's, other than disco really did suck the life out of real music, is that life's not fair, but it does go by fast. People won't remember what you said or whether you thought you had a good point; they will remember how you made them feel. It's not always about being right.

At the time, I knew much less about what was happening than I do now. Since that post I have exchanged PMs with 2 people on this forum. In my PMs, I have (a) expressed my 100% support for you and Bud and (b) reiterated that we all make choices but as adults we must live with the consequences of those choices, and that words alone cannot get you out of a situation you have created for yourself with actions.

It is very big of you to post this thread. I would probably do the same, but not when I was younger. I have dropped the ego and learned to acknowledge that whether I am right or wrong, I have full control of how I choose to react to a situation. I have full control of how I choose to treat people. I have tried to teach my 2 teenage daughters the same thing.

I wish you and Bud were local to me. I wish I had an opportunity to visit your shop and meet your team, to have a beer with you and Bud. For now the best I can do is continue to offer my 100% support of you both and your businesses. Thank you for making knives that intrigued me so much I finally took the plunge, thank you for running this forum in such a way that I feel welcome. The benefit to you for running your business this way is that I now own or am awaiting delivery of 11 FF knives. I purchased my first the week before Christmas. I may need to slow down now.
 
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