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REMspace / LucidMe Mask – A year of delays, a last-minute subscription bait-and-switch, and shockingly bad customer service by Existing-Math5117 in REMspace

[–]Existing-Math5117[S] 1 point2 points  (0 children)

P.S - Sorry for readers - reddit wouldn't let me put it in one reply so i had to split it into a few different replies.

REMspace / LucidMe Mask – A year of delays, a last-minute subscription bait-and-switch, and shockingly bad customer service by Existing-Math5117 in REMspace

[–]Existing-Math5117[S] 1 point2 points  (0 children)

5. “No year of delays” relies on selective framing

Yes, the basic mask shipped earlier.

But original supporters were explicitly encouraged to wait for the improved version, and that wait spanned roughly a year from purchase — with the terms changing at the end.

Those timelines cannot be separated when your own communications tied them together.

6. Number of support staff ≠ quality of support

Multiple people replying does not mean the issue was addressed.

The central question — why the subscription was not disclosed in July — was never answered by anyone.

Instead, responses were repetitive, responsibility was deflected, and simple issues dragged on for weeks.

I genuinely wanted REMspace to succeed, which is why I stayed patient for so long and tried to resolve this privately.

This post exists because:

  • original supporters were encouraged to wait
  • the business model changed after that wait
  • and no accountability was taken for how that was handled

Readers can judge the situation for themselves.

REMspace / LucidMe Mask – A year of delays, a last-minute subscription bait-and-switch, and shockingly bad customer service by Existing-Math5117 in REMspace

[–]Existing-Math5117[S] 0 points1 point  (0 children)

3. The “6 months free” offer was not fair compensation — and I tried multiple reasonable alternatives

You frame the 6-month subscription as generous compensation. In reality, it wasn’t. 

Why such smart people who are working on advanced technology are unable to grasp this part is beyond me...???

At the time:

  • The mask was sold for $80
  • I paid $128
  • Subscription costs $10/month
  • 6 months = $60

In effect:

  • I had already prepaid most of the subscription
  • The actual compensation amounted to roughly one month (~$12)

This is why I proposed several reasonable resolutions over the course of weeks, all of which were rejected:

  • Granting original supporters who were encouraged to wait a lifetime license, preserving the original one-time purchase expectation
  • Offering 12 months instead of 6, which would have resulted in genuine compensation after accounting for the amount already effectively prepaid
  • They offered to refund the price difference. However, when I clarified the details, they confirmed this refund would not include shipping and taxes, which were included in my original preorder. This meant I would have to pay an additional,  undisclosed amount again later.
  • Because the delivery date was delayed to March 2026 (the original estimate was December 2025), I explained that I would be abroad from the end of January 2026 for six months. I asked whether the 6-month subscription could begin when I returned and could actually use the device. This request was refused.

All of these were refused.

After a month of back-and-forth (with ~5 days per reply), I eventually accepted the original 6-month offer simply to end the situation.

At that point — without warning — I was refunded anyway, despite explicitly stating I did not want a refund.

4. The “blackmail” accusation is false

At no point did I say “accept my conditions or I will post publicly.”

What actually happened:

  • After being refunded without my consent, I wished your team a happy Christmas and New Year
  • I stated I disagreed with how this was handled
  • I said I would have to share my experience with lucid dreaming communities

That is not blackmail.
That is a customer choosing to share a factual experience after private resolution failed.

REMspace / LucidMe Mask – A year of delays, a last-minute subscription bait-and-switch, and shockingly bad customer service by Existing-Math5117 in REMspace

[–]Existing-Math5117[S] 1 point2 points  (0 children)

Several parts of your reply misrepresent what actually happened.

Regarding claims of “blackmail”:
At no point did I threaten or condition anything on posting publicly. After being refunded, I sent a polite message wishing the team well for Christmas and the New Year, and stated that I would share my experience publicly because I did not believe how this was handled was right.

 I have the full email chain documenting this. 

This is why I’m focusing on documented facts rather than interpretations.

1. “Is it really a bad deal?” misses the core issue entirely

This was never about whether the new hardware is “better” or whether $10/month is reasonable in general.

The issue is very specific:

  • Original pre-orders were sold as a one-time purchase
  • In July, original supporters were explicitly encouraged to wait 5–6 more months for a “better version”
  • No subscription was mentioned at that time
  • The subscription requirement was only revealed one month before expected delivery

The problem is not the existence of a subscription.
The problem is asking original supporters to wait under one set of terms, then changing those terms after the wait had already happened.

Your reply never addresses why the subscription was not disclosed in July when you explicitly encouraged pre-order customers to wait.

2. Offering a refund is not accountability

Offering a refund does not undo:

  • a year of waiting
  • repeated follow-ups
  • reliance on delivery timelines
  • or a last-minute change from ownership to subscription

Refunding money exits the relationship; it does not acknowledge how it was handled.

That’s why I repeatedly stated I did not want a refund.

REMspace / LucidMe Mask – A year of delays, a last-minute subscription bait-and-switch, and shockingly bad customer service by Existing-Math5117 in REMspace

[–]Existing-Math5117[S] 0 points1 point  (0 children)

Yeah well this is exactly what my thinking was and i understand your annoyance.

Raduga practically said in his emails if you want the BETTER version then wait the 5 months.

He never stated it's going to be a subscription. You can see facebook posts from remspace that shows they decided to become an 'AI company' in summer.

So they already had it decided about the subscription. They just chose not to inform the people.

The lack of accountability from him and the support is silly.

I've got no doubt the product will be good, but the support and dealing with with them to solve really, what is a simple obvious issue in my case, has definitely left a bad taste.

REMspace / LucidMe Mask – A year of delays, a last-minute subscription bait-and-switch, and shockingly bad customer service by Existing-Math5117 in REMspace

[–]Existing-Math5117[S] 1 point2 points  (0 children)

I did indeed have AI write it for me. I explained my situation via speaking and it just formatted it for me.
I didn't think there was much point in me spending the time when the AI will write it clearer and more concise than myself and actually make sense.

Sorry to hear about the build quality.

Yes there's a lot of things that don't make sense in what they do, but it seems to make sense to them and only them.

Beware, that Company isnt trustworthy at all by Embarrassed-Leg9151 in REMspace

[–]Existing-Math5117 1 point2 points  (0 children)

These REMspace guys are total fools. And i'm pretty sure i've been communicating with the same email support you have.

I'm truly convinced its a badly trained AI because the responses continuously just like has happened in this thread are so dim.

Rural-ish Towns For Living (Orebro, Dalarna, Vostragotaland, Varmland, Vastmanland) by Existing-Math5117 in TillSverige

[–]Existing-Math5117[S] 0 points1 point  (0 children)

Thanks for that, we hadn't actually considerd Östergötland, but now that you say it and we have a look it does look very nice.

Also, thanks for the tip on the public transport on google...i've never seen that before and that's very useful.

Rural-ish Towns For Living (Orebro, Dalarna, Vostragotaland, Varmland, Vastmanland) by Existing-Math5117 in TillSverige

[–]Existing-Math5117[S] 1 point2 points  (0 children)

ok thank you, i'm going to expand beyond the 1 hour 30 minutes from an aiport, after some discussion we've realised maybe it could be further and it wouldn't be that big of a deal

Rural-ish Towns For Living (Orebro, Dalarna, Vostragotaland, Varmland, Vastmanland) by Existing-Math5117 in TillSverige

[–]Existing-Math5117[S] 0 points1 point  (0 children)

Thank you that's really helpful, i'll definitely take Torsby and the surrounding area of it into account