Another Teleflora Problem

whatever355

whatever355

New Member
Oct 2, 2007
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fairfield
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Yesterday I called the receiving florist to check on an outgoing order sent on Eagle. The florist said they refused it. Funny, my eagle says its accepted and shows the order number. I call teleflora to ask about this and remember this also happened to an order a few days ago. They say the order was refused and refered me to eagle tech support. Eagle support puts me on hold to "see if this is a known problem". The tech comes back and tells me that yes this is a problem with the Eagle "build" that I have and will be corrected on the next rebuild. They do not know when this rebuild will be ready!!!! So I say you mean that teleflora knows about this problem and DID NOT INFORM THE EFFECTED FLORISTS THAT THEIR ORDERS MAY BE REFUSED BUT WILL NOT SHOW UP IN EAGLE. He says he is only a tech and it's not his place to let the florists know about this problem. I don't even have words!!!!
 
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whatever355 said:
The tech comes back and tells me that yes this is a problem with the Eagle "build" that I have and will be corrected on the next rebuild. They do not know when this rebuild will be ready!!!!
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Why am I not surprised?? I'm curious...when was this "build" released?

MAS and I'm sure other independent technologies like FAS and FloristWare would have this "issue" corrected in a day or two, if not hours...
 
whatever355 said:
Yesterday I called the receiving florist to check on an outgoing order sent on Eagle. The florist said they refused it. Funny, my eagle says its accepted and shows the order number. I call teleflora to ask about this and remember this also happened to an order a few days ago. They say the order was refused and refered me to eagle tech support. Eagle support puts me on hold to "see if this is a known problem". The tech comes back and tells me that yes this is a problem with the Eagle "build" that I have and will be corrected on the next rebuild. They do not know when this rebuild will be ready!!!! So I say you mean that teleflora knows about this problem and DID NOT INFORM THE EFFECTED FLORISTS THAT THEIR ORDERS MAY BE REFUSED BUT WILL NOT SHOW UP IN EAGLE. He says he is only a tech and it's not his place to let the florists know about this problem. I don't even have words!!!!
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OUTSTANDING customer service!!, just fabulous, just ducky <oops, duck> :)
 
If you become annoyed with a telephone customer-service representative, be aware that the words “I’d like to speak to your supervisor” are generally understood to mean “I’d like to speak to your friend in the next cubicle who will pretend to be your supervisor.” Just so you know. Just for FYI.........................
 
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Sounds about right.

One of my first jobs working for TF was to travel to a large shop (4 stories! That's a lot of stairs!) and reinstall Daisy on a dozen or more PCs. They were downgrading because of flaws in the current version. Not long after the software was installed I started getting reports of a serious problem - certain types of orders were crashing the POS terminals on walk-in orders. After trying to sort it myself I called HQ, where my supervisor told me it was a known problem with that version. They had me fix a large client's system by downgrading from the new software with bugs to older software with other bugs, without informing me or the florist of the potential problems.

Now, to be fair: All software has bugs. My inner theologian says it's proof that we live in a fallen creation :) There is no such thing as software without problems, but what we can do is control how we communicate the issue, and how we address the critical ones. I don't envy TF having thousands of clients that they have to standardize out of necessity.
 
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I have been having soft ware issues with Teleflora Eagle. We had an order from our website that did not come through Eagle.That was this week. The customer called to tell me the patient had gone home from the hospital or I would not have know about it at all. We also continue to have problems processing credit cards since Valentines Day.They can't seem to figure out that problem. It has cost me a few orders. I am ready to change. I have been looking at Floristware. I already have Flowershop network.
 
mperry said:
I have been having soft ware issues with Teleflora Eagle. We had an order from our website that did not come through Eagle.That was this week. The customer called to tell me the patient had gone home from the hospital or I would not have know about it at all. We also continue to have problems processing credit cards since Valentines Day.They can't seem to figure out that problem. It has cost me a few orders. I am ready to change. I have been looking at Floristware. I already have Flowershop network.
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This same problem has occurred in our shop over the past two weeks. Missing internet orders... turns out we deviated from an old process where we logged all the incoming sequence numbers on orders. If we had been monitoring that we would have caught it.

It is an older platform that they are not willing to invest in so we know we must change systems. Our struggle is that we are becoming a heavy sending shop and FSN doesnt have the coverage we need right now. Hopefully when we are ready to change it wont be an issue...
 
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nmwinn said:
Our struggle is that we are becoming a heavy sending shop and FSN doesnt have the coverage we need right now. Hopefully when we are ready to change it wont be an issue...
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I don't know when you last looked at FSN. This is how we relay our orders since leaving all the wire services. We don't send a whole lot of orders, but have always gotten our orders delivered. In fact, their customer service can't be beat in my book. In fact, I recently sent an order to a florist (after calling and confirming they could fill it), only to find out days later that it was never delivered. After my second call to the filling florist, I was still not given the satisfaction I should have had, so I called FSN and asked them to re-send the order to a different florist. They did it - and upgraded it on their dime. I hope they've removed that florist from the network. But any network is going to have a % of these types.
Just thought I'd share my experience.
 
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I joined in February and have been very satisfied with FSN. One of the positives of joining is receiving orders from florists again, if you are totally wire service free your lose that contact. I am a low sender and I do not send all through FSN because I try to find a local florist. I was so burned on wire services, it took me a long time to join. Last week I was thinking there would be a lot better coverage if most flowerchatters joined.
 
Mark said:
MAS and I'm sure other independent technologies like FAS and FloristWare would have this "issue" corrected in a day or two, if not hours...
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You're right, Mark. I noticed a glitch on FW and e-mailed it in. It was fixed within the week.
 
We signed on to FSN in Dec. before dropping FTD at the end of April. I don't think we have ever had an order that couldn't be delivered. We had A LOT with FTD which was one of the reasons we dropped them. It was getting harder and harder to get orders filled. I also agree about their customer service-always very helpful and friendly. It's like a breath of fresh air!
 
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