Blogging

How Not to Tech Support – A Lesson from Life360

An example of what NOT to do in tech support.

I tend to update my phone at least once a year, sometimes more. I’ve gone through all the Pixels except the 4, the Oneplus 7 and 8, Note 3 and 10, all the Google Nexus family, a couple of different HTC ones, the Droid Incredible and Incredible 2, couple of different blackberries, couple of Windows phones. One thing has been consistent across most of the Androids. I’m an avid Rom flasher (it’s like getting a new phone 10+ times a year).

The problem with that is that I must back everything up and restore it. I have gotten fairly good at it but it still takes several hours each time.

One app has been a major headache every time I load a new Rom or get a new phone. Life360. I have one of their premium memberships and I use it with my home automation stuff as well, so it’s important. Any time I have to set it back up, it’s always been a bear to log back in. Usually, I can finally get it to log back in after 20-30 attempts though.

This time, I have tried to log back in 200+ times since March 31st and have been unsuccessful. I contacted Life360 through a DM on Twitter on April 2nd:

So, I went ahead and opened the ticket. I described my issue of not being able to log in, told them I had followed their FAQ. I tried over Wi-Fi and mobile. I tried in multiple locations. I uninstalled and reinstalled. I cleared the cache and storage. I disabled the ad blockers on my home network as well as on my Pixel 7 Pro. I reset my password twice. At two different points in the process I even got a text message from Life360 telling me welcome back, etc. You get that when you’ve made a successful connection, which obviously I had not.

Anyway, I get this initial email

Hey there,

It looks like you forgot your password. Let’s get you a new one.

If you didn’t receive the email to reset your password, please check your spam folder to see if the message is there.
If you didn’t receive the SMS text, make sure your carrier plan is set to allow SMS text messages.

To reset your password, please follow this link- https://www.life360.com/forgot-password

*Watch this short video on How to Reset Your Password: https://www.youtube.com/watch?v=tckK_sWbFLg

If you still need help, please respond with the email and phone number on your account and we will be happy to help.

Let us know if you tried, but did not receive the password code through SMS text or email.

Thank you,
Life360 Customer Care

So, I immediately emailed back “This has nothing to do with having forgotten my password.
Email is [REDACTED], phone is [REDACTED]”

No response after that until I sent them a DM on Twitter again.

Next email from Life360:

Hi Richard,

Thank you for reaching to Life360 about new device log in. I appreciate your patience and understanding on this matter. I’d be glad to help you with this.

To effectively assist, may I know what device are you using now?

Your swift reply is highly appreciated.

Have a safe day,

So of course, I email them back immediately
“I am using the Pixel 7 Pro

Thanks

Richard Miles “

I got a response quickly the same afternoon

Hi Richard,

Thank you for reaching Life360 Support about your account. I can assist you with this.

I would suggest to perform an app refresh.

Kindly follow this steps:
Note: Do not uninstall the app
Open your phone Settings app
Scroll down to and select Apps
Select Life360
Select Storage
Tap Clear Cache
Tap Clear Data
Power your phone off for 5 minutes
Open and Log back into the Life360 app

After refreshing the app, you can reset your password. Kindly click this link

If the issue persists, please provide me a screenshot of the page that you are stuck.

Looking forward to your response.

Have a safe day,

Even though I had reset my password twice already at that point I went ahead and did as he instructed because sometimes it’s not the steps, it’s the ORDER of the steps that matters. I was in tech support at one point, and I know it’s important to go through with this stuff. Of course, that didn’t work. I emailed them back:

“Did as you instructed. Got the results in the screenshot. I did attach the logcat to my initial ticket.

Thanks

Richard Miles “

They emailed me back:

Hi Richard,

Thank you for your response.

I can see to your screenshot that unknown error has occurred. May I know if you have a stable internet connection in your area?

For the meantime, I suggest that you restart your Wi-Fi connection then, try resetting your password again with this unique link that I’ll be provided.

Please let me know if this works.

WTF. Okay, so I reset my password yet again for the 4th time. And yes, my internet connection is great here. Not only that but I had tried it on multiple connections and networks. I shot them back two emails:

“I have reset my password again using the link you provided. This is the 4th password reset I’ve done.

Restarted wifi connection. Internet connection in my area is fine. I have done this on two different wifi networks as well as connected only to mobile data in three different locations.

Same results, unknown error.”

“Also, it’s obvious it’s making a connection because if I enter the WRONG password it immediately tells me I have the wrong password.”

I didn’t get a response after that, DM’ed them again on Twitter:

Ok cool. Higher level of support. Squeaky wheel gets the grease and all that. It usually only takes a time or two or public tweeting once and they get someone with intelligence on the job. I was pretty wrong on that. Next email I got from them:

Hi Richard,

I appreciate your patience on this matter. Let me further help you with this.

For the password reset link that was previously provided to you, have you already tried the link on different browsers (Chrome, Firefox, Explorer, or Safari) on your computer? If not yet, can you please try to access the link and try it on different browsers to see if the issue still persists?

Please let me know if this works.

Have a safe day,

What in the cracker jack box do they think this is about? Obviously not reading any of the prior tickets or emails. I let them know (on April 6th:

“The link worked and reset my password. What does that have to do with getting a network error in the life360 app?”

On April 7th, I sent them another email:

“Any sort of updates on this ticket? Been a week since I was able to log in.”

They finally responded 14 hours later (this was Friday I believe):

Hello Richard,

Thank you for your patience in regards to this matter.

I am glad that you’ve able to login by resetting your password through a web browser.

There are some time that resetting the password will not work in the app but it is a rare case scenario. That is why we provided an alternative through the website.

Please let me know if everything is fine now.

Have a safe day,

I was starting to get pretty pissed off now. This idiot has no friggin’ clue. Sent a couple of DMs to them again.

Received an email response a short time later:

Hello Richard,

Thank you for your patience in regards to this matter.

Upon checking with your phone settings, I can see that there is a VPN. Can you confirm if you are using a Virtual Private Network?

Looking forward for your response.

Have a safe day,

What? Number one, you can’t see my phone settings, and if you think I believe that you really are a fucking fool. Number 2, I am not behind a VPN. While I do occasionally use one to access my home network when I am away, I haven’t used it in months and certainly not on this ROM.

So again, I emailed them back lol:

“I’m not currently using a VPN. I do occasionally use one to access my home servers but not in general.

I do use Adaway (not VPN mode) to block ads but it is currently disabled while I troubleshoot this.”

and a second email a few minutes later with a snippet of my logcat in hopes that someone that knows something there will be able to help. I don’t know what most of it means unfortunately, just that it’s errors:

“Just tried logging in, all ad blocking disabled, connecting over 5g rather than wifi. This is the log recording:

—- Apr 8, 2023 5:10:32 PM —-

04-08 17:10:36.180 4187 4187 I GoogleInputMethodService: GoogleInputMethodService.onStartInput():1898 onStartInput(EditorInfo{inputType=0x0(NULL) imeOptions=0x0 privateImeOptions=null actionName=UNSPECIFIED actionLabel=null actionId=0 initialSelStart=-1 initialSelEnd=-1 initialCapsMode=0x0 hintText=null label=null packageName=com.life360.android.safetymapd fieldId=-1 fieldName=null extras=null hintLocales=[]}, false)

04-08 17:10:46.535 14180 29161 E NetworkManager: https://api-cloudfront.life360.com/v3/oauth2/token error

04-08 17:10:46.535 14180 29161 E NetworkManager: at com.life360.android.l360networkkit.internal.etag.ResponseETagInterceptor.intercept(SourceFile:2)

04-08 17:10:46.535 14180 29161 E NetworkManager: at com.life360.android.l360networkkit.OkHttpClientSingleton$special$$inlined$-addNetworkInterceptor$1.intercept(SourceFile:3)

04-08 17:10:46.535 14180 29161 E NetworkManager: at com.life360.android.l360networkkit.internal.NetworkManager$RetryStrategy.doStrategy(SourceFile:3)

04-08 17:10:46.535 14180 29161 E NetworkManager: at com.life360.android.l360networkkit.internal.NetworkManager$RetryInterceptor.intercept(SourceFile:5)

04-08 17:10:46.535 14180 29161 E NetworkManager: at com.life360.android.l360networkkit.internal.HeadersForV5ApiAndAboveInterceptor.intercept(SourceFile:19)

04-08 17:10:46.535 14180 29161 E NetworkManager: at com.life360.android.l360networkkit.internal.cache.CacheInterceptor.intercept(SourceFile:20)

04-08 17:10:46.535 14180 29161 E NetworkManager: at com.life360.android.l360networkkit.internal.Life360PlatformImpl$AuthInterceptorBase.intercept(Unknown Source:13)

04-08 17:10:46.535 14180 29161 E NetworkManager: at com.life360.android.l360networkkit.internal.DynamicBaseUrlInterceptor.intercept(SourceFile:11)

04-08 17:10:46.535 14180 29161 E NetworkManager: at com.life360.android.l360networkkit.NetworkCallInterceptor.intercept(SourceFile:12)

That was on April 8th. Three days ago. Still no response. So I DMed them again first thing this monring

They didn’t even bother to respond there. Probably getting tired of me. They did, however, respond via email a few hours ago:

Hi Richard,

I appreciate your patience on this. I’d like to make a follow up on this. Are you still not able to log in to your new phone?

Have a safe day,

Really? No shit I’m not able to log in. What the fuck do these guys do, send out generic emails and close the fucking trouble ticket so they can tell their supervisor they’ve fixed everything for the day?

And my response to them
“No, I am not. Have not been able to log in since prior to April.”

To their credit they responded pretty quickly, although it was not helpful in the fucking least:

Hi Richard,

Thank you for your response. Can you confirm what type of device are you using and also can you check it for me if you can log-in using other device?

Have a safe day,

So, we are back to the same initial questions again. I did respond again though,

Pixel 7 Pro.

I’m setting up an old phone now to see if I can log in there anymore, will take a few minutes before I can get it set up.”

and then again, a few minutes later after having tried to log in from an older phone (non-rooted, completely stock, no extra apps installed, no custom rom.

“I got the same result trying to log in on another device. OnePlus 8 pro.”

And they responded again. Third time in one day. Wow. This guy must be tired from all the typing he’s had to do:

Hi Richard,

Thank you for your response. Since you are still unable to log back in to any device you might need delete your account and recreate it?

Have a safe day,

That’s all you have? What the everloving fuck.

So, I sent out a tweetstorm rant over on Twitter for my two followers to see. Only thing I’m getting there is answers from bots and spammers.

I have had Owntracks set up on my phone for the last few days. While it doesn’t (currently) offer me all the bells and whistles that Life360 does, I am able to integrate it into both Home Assistant and Homeseer using MQTT and trigger my automations off that. The way it’s headed now I will be deleting my Life360 account and cancelling my subscription. Biggest issue with that is that my daughters and my mom are all on my account as well and don’t live with us so getting it on their phones and getting everything working properly is a pain in the ass.

Site Updates

Seems like the only time I post at all the last couple of years is when I’ve updated the site.

I’ve temporarily changed from the comic based theme here to retrogeek. Not sure if I like this or not but as most of my stuff the last couple of years has to do with the BBS or Home Automation it fits.

Cleaned up the categories. While all of the crime categories are gone, the posts are still here and I am planning on leaving them. If you find that you have been mentioned in a post and want to request it be taken down shoot me a message using the support link above. I can guarantee that if you were convicted of murder, rape, child abuse, etc…you’re going to be here forever. The rest, however, I will consider on a case by case basis. If you come in here demanding it be taken down or threatening me, fuck you then. Use your manners.

I also got rid of the sidebar links. The majority of the blogs that I used to frequent have been gone for over a decade now and the couple that I still visit I have in my own bookmarks.

Feel free to make suggestions.

Another Update on the Site

So I’ve managed to set up apache, mysql and wordpress on my machine here. I had to manually edit some of the recovered sql files and was able to import a couple thousand more lost posts and several thousand comments.

Still missing quite a bit but I think that’s all I’ll be able to recover. Ugh. Have to remember to make occasional backups from here on out. After 15 years of blogging and not being hacked I got lazy.

Anyway, the BBS is still up. Most of the links on the pages don’t work and flashterm is down until I get around to working on it but you can still access the BBS via telnet at bbs.shadowscope.com, port 23 as usual. If you already have a bbs account you can get to the web version at bbs.shadowscope.com:82

Only thing you can really do currently there is to check netmail and echomail conferences but I’ll get the ftelnet applet working again as I mentioned above.

If you are looking for mug shots on the posts I recovered from Sick Crimes, most of the posts are there but no media. Sorry about that.

“Social Media”

It seems as though perhaps I fell prey to one of the downfalls of social media. The end effect of that is that I have been spending all of my computer time on Facebook, Google+ and Twitter (yes, that is shameless linking to my profiles) not to mention a few of the other sites. That’s not necessarily a bad thing in and of itself but I feel like I have lost a connection. Not to my own self but to other people, mainly those that are linked in my sidebar as well as a few others I may not have added yet.

There’s something about blogging (and participating in other’s blogs) that is much more personal than the one or two line posts on the social networking sites. Obviously I have gotten out of the habit and it may be another nine fucking months before I write another goddamn line but from here on out I think I will at least attempt to revisit some of the sites I love to read and perhaps start writing here again as well.

Don’t fucking hold your breath though…

99% Tagline

In the wake of all the bullshit surrounding the OWS and the 99%ers I realized on my last bi-yearly visit that my tagline was misleading and felt the need to share a little bit about what it is and why it has nothing to do with the protesters.

While I may be part of that 99% in fact AND I believe that some of the stuff being protested is a good thing I am not a supporter. Just as the Tea Party has moved away from it’s grass roots and way off into right wing lunacy so the OWS has done the same thing just in the opposite direction. I would hate to be identified with either fucking group.

Anyway, politics aside the tagline at the top of the blog has nothing whatsoever to do with them.

Once up0n a time there was a blogger named Rob Smith (Acidman). I was an avid reader at his site and while I had been running my original site (Shadowscope, now just an aggregator <sp?> for all my sites) for five years prior to that he was one of the people that I looked up to in blogging. Once I saw what that whole blogging thing was about (sometime in 2003) I moved away from manually updating a web page on a daily basis to something a little closer to what it is now.

Getting to the point….

In 2005 Rob posted this little gem,

A lot of blogs are personal journals and about 99% of them are pure bullshit. But some can remain personal and still be entertaining.

Fucking perfect and that is the 99% I consider myself a part of.

Blogging

So up until the previous Wordless Wednesday post I put up a few minutes ago this is the first time I’ve blogged since April.

April?

Holy Shit.

So why do I even bother to keep my site(s) online?

Good question.

I won’t even apologize for the lack of posting. That’s pretty fucking lame. Suffice it to say that I have been busy with other pursuits. Work, work, occasional sleep, work…I think you get the picture. That and after twelve years of blogging it just hasn’t been quite as important.

Twelve years. That seems sort of amazing to me and it’s one of the reasons I am online typing this right now. Quite a bit has changed for me over the last twelve years, both online as well as in real life.

Originally I mainly wrote about techie stuff, mostly Windows customization. Then I started drifting into crime as well as personal updates. I drifted into the whole social media thing. Twitter and Facebook  as well as a few others. I used them along with about fifteen or twenty other sites mainly to promote my web sites but over the last couple of years Facebook and now Google+ have pretty much replaced the blog as the place to post my thoughts. It’s a hell of a lot easier to type out a 140 character soundbite to tell how I am doing than it is to actually put down what’s going through my head…

I enjoy blogging though and while I may or may not continue to blog on any type of regular basis only time will tell. Don’t know about the crime blogging though. My crime site is still online and will most likely remain so since I still have advertising income coming in from that but I don’t know if I will return to it. I plan on at least putting out an update over there today but I don’t have any regular plans to update the site. Perhaps one of the folks that occasionally stop in will also put out a story or two. You never know. All total I have five different domains I still own (I let the other five lapse). This is one, the crime site is another and Shadowscope (my original blog) is still there too. I have it up to syndicate and pull in my posts from both sites because it’s been up so long. I also own a domain I used to put tech stuff online but am not currently using it or my daughter’s site which has also been pretty much abandoned.

Whatever. So how about an update or two?

I am unfortunately getting older every day and things that were important to me a decade ago no longer seem quite so important, having been supplanted by other new crap 🙂

My son who I have posted about in the past finished his time in the Marine Corps and returned safely home to us in June. He is currently working for me until he starts school in January. He’ll be going to Columbia University in New York City. We are very excited about that. It’ll be a great experience for him as well as open a lot of doors. He’s considering getting his degree in Economics. We’ll see.

The girls are busy as well. The youngest is right and my eldest daughter will be fourteen next month. Fuck, where does the time go. She’s involved in music and most likely this will be the path she will be taking. She plays in the band at the middle school but is also one of a few middle school students who get to play in the local high school’s marching band.

Of course I am still doing the same old shit. I have been moved around to different stores several times and now have the exact same district I was running five years ago. Of course it’s in horrible shape so I get to spend the next six months getting shit right. I have pretty much quit wondering why some people in management don’t give a fuck enough about their job to actually do it as they are asked. It’s pointless. All I can do is go in and be an asshole and make whatever changes are needed to get things back in line. It’s going to hurt my paycheck for several months but in the end it’s the right thing to do.

I had some other shit I wanted to write about but that train of thought has completely derailed by the ramen noodles my daughter just made. Guess it’s time to sign out.

WordPress

I will be switching this site as well as Shadowscope from Movabletype to WordPress shortly. I have run MT since 2002 or 2003 and while I really like the extensibility of it MT has become more of a pain in the ass than it’s worth. Comment spam has become overwhelming and the only way to keep from having it is to force people to sign up as members. For awhile I used Disqus as my commenting system as I do on Sick Crimes, but MT and Disqus don’t seem to play very well together, thus the fact that you couldn’t get to my posts for a while. My web provider basically refused to help out, just telling me I had to edit the php, which I don’t know shit about.

That’s another story entirely but considering the fact that I pay them $350 a year to host my fucking sites the least they could do would be to fix the fucking problem. Instead I am forced to switch to a blog software that at least I know works very well. MT development is slow anyway and it’s difficult to get the plug-ins to work together at times. As much as I like Movabletype it’s only with a small bit of sadness that I dump it for something modern and useful.

Issues…

Sorry if the site was screwed up for a little while. I managed to hose some of the code in my header and it caused everything to disappear. Shit happens. It’s fixed.

I should be in bed by now but I made the mistake of lying down for a short nap around 4PM this afternoon. Apparently my ten year old came in and asked me at some point what time I wanted to get up and I must have told her not to wake me up. BAD mistake. She let me sleep until the phone rang at seven. I may end up drugging myself tonight just so I can go to sleep. As opposed to drugging myself so I can stay awake I guess 🙂 You know what they say though, sleep is just a cheap caffeine substitute…

Just a So-So Day…

So I think I mentioned yesterday the Temple PD was out raising money at one of my stores this weekend. Either they must have hit the $5k mark or they just decided to throw in the towel early because they cleared out around 3pm today. If they just decided to shut down I don’t blame them. The weather this weekend has been pretty crappy and it’s been pretty darned slow this weekend as well.

The girls have left for South Carolina. I spoke with the wife shortly after I left work this afternoon and they had just gotten to Bluffton. I guess they will be back later in the week. I have Friday off so I think they are planning on being back by then.

I unfortunately have to go back to work tonight. I was supposed to be working a double shift today but with the wife and kids leaving town I decided to come home for a while to let the dog out. They are fine anyway and don’t need my non-smoking stressed out personage up their butts all evening.

I think I will spend some time surfing a couple of blogs I haven’t had the chance to visit in a few days. Speaking of blogs I like to visit, if you go to Parkway Rest Stop on occasion tell the guy with the big hair my fucking IP address is banned and neither myself or my wife can get to his site from here. I need to just get Jim’s email from someone else I guess and send him a not but I just haven’t had the time.

Great Intentions…

I never did get to go to the gym today. I had every intention of getting started, I even got there and two women were already there using the equipment I was going to get started on. Rather than hang out as well as being embarrassed because I really don’t know what the fuck I am doing I feigned a cell call and beat it.

If I can manage to get my ass out of bed on time in the morning I will try and get there between five and five thirty tomorrow morning, that way I can get a shower in afterward, prior to heading off to work.

Speaking of getting out of bed on time, I didn’t wake up until shortly before seven this morning. That’s like two hours later than normal. I think part of it is because of my sun burn and the rest is due to the fact that my body is just pooped. I have worked something like six weeks with five days off, maybe six. I am supposed to be off Thursday and Friday this week and had planned on being off two days the next but since one of the other district’s and myself seem to be overlapping again I don’t think I will get both Friday and Saturday. I have already told her I am willing to give up my Saturday that week but I get the following weekend off. We’ll see how it goes I suppose.

That’s about it for tonight. I spent a few minutes working on this logo creator thingy that I have to write a review for on another site, that was pretty cool. I’ll post some screenshots later. How about some of these taglines…

 

Shadowscope…better than the bomb

…sleep is just a cheap caffeine substitute (of course I’ve been using this one for several years anyway).

Shadowscope…better than a fart in a hot tub!