Unable to contact Irish Water via webform

Yggr of Asgard

I looks like the same technical genius that is in charge of implementing web forms to other government companies like CCPC and Financial Ombudsman has also worked at Irish Water.

I filled out a web form on your webpage yesterday to inform you that I revoke my authority to use Direct Debit, this morning I find this in my mailbox:

From: Mail Delivery System MAILER-DAEMON@IW-PROD-WEB1.localdomain

To: [my e-mail]

Subject: Undeliverable: Irish Water Online Contact Form

 

This is the mail system at host IW-PROD-WEB1.localdomain.

 

I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below.

 

For further assistance, please send mail to postmaster.

 

If you do so, please include this problem report. You can delete your own text from the attached returned message.

 

                   The mail system

 

directdebit@water.ie hosts: http://clustera.tstechnology.net/ said: 550

5.71.1 directdebit@water.ie : recipient address rejected: Please see

[url=http://www.openspf.org/Why?s=mfrom;id=[myemail];ip=5.159.41.68;r=tsdblsrvrly10.dublin.tstechnology.net]http://www.openspf.org/Why?s=mfrom;id=[myemail];ip=5.159.41.68;r=tsdblsrvrly10.dublin.tstechnology.net[/url]

 

While it’s wise to have SPF checks done on e-mails that are send directly to a receiver, it’s contra productive on web forms that simply convert the webform into an e-mail that than is send from an internal server because the SPF will fail.

 

You might want to get your IT people to have a look into this because it stops people contacting you. I’m lucky that I noticed this mail because obviously any reasonable thread protection software is not going to let this through into an inbox.

 

 

Irish Water: Mairead

Hi Yggr of Asgard,


Thanks for your feedback and please accept our apologies for any inconvenience and frustration this may have caused you.

We will ensure that this feedback is passed on to the relevant department.

If you would like us assist you further, please provide the following details by PM and we will be more than happy to help:

- Name;
- Address;
- Contact number; and
- Confirmation that you are the account holder.

Kind regards,
Mairead

Spear

Irish Water: Mairead wrote: »

Hi Yggr of Asgard,


Thanks for your feedback and please accept our apologies for any inconvenience and frustration this may have caused you.

We will ensure that this feedback is passed on to the relevant department.

If you would like us assist you further, please provide the following details by PM and we will be more than happy to help:

- Name;
- Address;
- Contact number; and
- Confirmation that you are the account holder.

Kind regards,
Mairead

What does any of that have to do with a poorly configured mail server on your side? Do you even read the things you're meant to be responding to?

Irish Water: Mairead

Hi Spear,

Spear wrote: »

What does any of that have to do with a poorly configured mail server on your side? Do you even read the things you're meant to be responding to?

As Yggr of Asgard stated in his initially query that he wished to stop his direct debit, we requested PM details in order to locate the account to assist them further with their query.

I hope this helps.

Kind regards,
Mairead

Spear

Irish Water: Mairead wrote: »

Hi Spear,

As Yggr of Asgard stated in his initially query that he wished to stop his direct debit, we requested PM details in order to locate the account to assist them further with their query.

I hope this helps.

Kind regards,
Mairead

Except the issue of his DD is an aside, and you're dodging the main issue he raises.

Yggr of Asgard

Irish Water: Mairead wrote: »

Hi Yggr of Asgard,


Thanks for your feedback and please accept our apologies for any inconvenience and frustration this may have caused you.

We will ensure that this feedback is passed on to the relevant department.

If you would like us assist you further, please provide the following details by PM and we will be more than happy to help:

- Name;
- Address;
- Contact number; and
- Confirmation that you are the account holder.

Kind regards,
Mairead

Thanks, appreciate you sending it forward to the relevant department.

No further need of assistance at the moment, I simply send the returned mail to the directdebit@water.ie address and it was delivered according to the receipt.

Irish Water: Mairead

Hi Spear,

Spear wrote: »

Irish Water: Mairead wrote: »

Hi Spear,

As Yggr of Asgard stated in his initially query that he wished to stop his direct debit, we requested PM details in order to locate the account to assist them further with their query.

I hope this helps.

Kind regards,
Mairead

Except the issue of his DD is an aside, and you're dodging the main issue he raises.

This has been raised to our IT Department and they are currently investigating this matter.

Kind regards,
Mairead

Yggr of Asgard

Spear wrote: »

Except the issue of his DD is an aside, and you're dodging the main issue he raises.

Well I got what I wanted:

We will ensure that this feedback is passed on to the relevant department.

Plus anybody else who used the web form might now double check if there is an issue too, so awareness raised.

No need to put the reps through the ringer just because their IT department is run by an amateur (like most public bodies), there is nothing they can do beside notifying the appropriate department and offering help with the original query and than hoping it get's fixed (the same issue with CCPC is now open for over 6 month).

Spear

Yggr of Asgard wrote: »

Spear wrote: »

Except the issue of his DD is an aside, and you're dodging the main issue he raises.

Well I got what I wanted:

We will ensure that this feedback is passed on to the relevant department.

Plus anybody else who used the web form might now double check if there is an issue too, so awareness raised.

No need to put the reps through the ringer just because their IT department is run by an amateur (like most public bodies), there is nothing they can do beside notifying the appropriate department and offering help with the original query and than hoping it get's fixed (the same issue with CCPC is now open for over 6 month).

They lost a large amount of personal data, presumably cheated me of the water grant as a result, botched my attempt to register on their site, and lied to me that there was no issue, so I'm understandably intolerant of their canned answers.

Irish Water: Mairead

Hi Yggr of Asgard,

Yggr of Asgard wrote: »

Thanks, appreciate you sending it forward to the relevant department.

No further need of assistance at the moment, I simply send the returned mail to the directdebit@water.ie address and it was delivered according to the receipt.

You're welcome and thank you for highlighting this to us.

If you have any other queries in future, please let us know and we will be happy to help.

Kind regards,
Mairead

Yggr of Asgard

Spear wrote: »

Yggr of Asgard wrote: »

Spear wrote: »

Except the issue of his DD is an aside, and you're dodging the main issue he raises.

Well I got what I wanted:

We will ensure that this feedback is passed on to the relevant department.

Plus anybody else who used the web form might now double check if there is an issue too, so awareness raised.

No need to put the reps through the ringer just because their IT department is run by an amateur (like most public bodies), there is nothing they can do beside notifying the appropriate department and offering help with the original query and than hoping it get's fixed (the same issue with CCPC is now open for over 6 month).

They lost a large amount of personal data, presumably cheated me of the water grant as a result, botched my attempt to register on their site, and lied to me that there was no issue, so I'm understandably intolerant of their canned answers.

Welcome to Ireland...

I feel sorry for you, I know that feeling from my dealings with Virgin Media, but I know that the reps can't do anything on this.

It's the same IT people (or monkeys) that have botched several other public bodies with the same issue popping up ever so often. I'm quite used to it by now. Putting it into a forum often help to get a least some attention

Yggr of Asgard

Well unsurprisingly my newest bill shows "direct debit" as payment method and when i filled out a webform today to query that I got again a rejection.

I logged a complaint with operations@water.ie and will take this to the Regulator, this is incredible.

On purpose generating a contact method that does not work and when informed about it, simply not addressing it.

Spear

Yggr of Asgard wrote: »

Well unsurprisingly my newest bill shows "direct debit" as payment method and when i filled out a webform today to query that I got again a rejection.

I logged a complaint with operations@water.ie and will take this to the Regulator, this is incredible.

On purpose generating a contact method that does not work and when informed about it, simply not addressing it.

They've since managed to email me telling me I had a bill ready, and linking to the account page that I can't log into, as they still haven't fixed their account activations... Utter incompetence at every single level.

Irish Water: Mairead

Hi Yggr of Asgard,

Yggr of Asgard wrote: »

Well unsurprisingly my newest bill shows "direct debit" as payment method and when i filled out a webform today to query that I got again a rejection.

I logged a complaint with operations@water.ie and will take this to the Regulator, this is incredible.

On purpose generating a contact method that does not work and when informed about it, simply not addressing it.

Due to a recent upgrade on our security settings, as a result of phishing emails, the webforms on our website were unfortunately affected.

Our IT Department are aware of this and are currently investigating this matter.

We apologise for any inconvenience and we hope to have this resolved as soon as possible.

Kind regards,
Mairead

Yggr of Asgard

Don't you think that this is kind of something serious you might want to advertise on your website before customers fill out a webform?

Not everybody will get the rejection mail due to the way the server rejects them, most people will not see the rejection message and hence think they have contacted Irish Water when in reality they did not?

Irish Water: Niall

Hi Yggr of Asgard,

Thank you for your response.

We appreciate your feedback regarding this matter. We will ensure to highlight this to the relevant department.

If you have any other queries, please feel free to contact us.

Kind regards,
Niall