Vanspace3d Opiniões 284

Resposta da Vanspace3d

Actualizada a 13/04/2021

VANSPACE UPDATE 13-04-21

Thank you Stuart for updating your review

We appreciate that you think that If someone does not like the product, or chooses not to use it, they should not be questioned and have to justify themselves. however, we are very clear that we do not offer a free trial.

It was quite unusual to deal with someone who refused to even let us know what the issue was, provided images of computer specs from the Internet and then suggest the accuse our Agents of not trying to help you.

Thank fully all is resolved now and again to clarify, would have been within one day had communication not been so difficult.

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VANSPACE UPDATE 08-04-21

Unfortunately this Customer has declined to update their review and so this remains untruthful.

The Customer was using a very old system that had not been updated in many years and pre dated our software. Due to the age of the system he was unable to update to an OS that we would be able to Support

Had the Customer not refused to provide any details about their system originally then a refund would have been given much earlier and was was done, it was actioned.

It is quite hard to understand how refusing to provide any information is helpful however it seems very common with reviewers who feel that writing a review would force a company to go outside of very simple procedures.

We will always ask for further information .

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VANSPACE UPDATE 01-03-21

We are pleased that we have now been able to resolve this for Stuart as now that he has provided information about his device we can see that it is incompatible due to using a very old OS. .

As Stuart is not in a position to upgrade this then we are happy to refund in full.

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Hey Stuart

We certainly do not 'Scam' anyone and provide the exact software that we display all over our Social Media in good faith as requested during your purchase.

I am sorry to hear that you feel you should have received a refund by now,

I have been able to locate our previous correspondence with you however it is not clear what the issue has actually been and have the impression that you simply did just not want to provide us with any information whilst we can see that you have logged in.

We are more than happy to review your request if you could provide us with the following information.

The specific issue/s that you are having along with a screenshot of any errors received.
If using Mac all information from About your Mac (screenshot)
If using Windows all information from Device Specifications (screenshot)
Is your issue within our online or downloaded software?
What version of our software have you downloaded?
What Browser did you download the software from

If you could send this information to us and mark FAO of Sarah we can get this reviewed today for you

Kind Regards

Sarah
vanspace 3D Support Team

Resposta da Vanspace3d

19/02/2021

Hey Berfin,

Thank you for your review, it is great to hear that you are enjoying using our software.

If you are looking forward to using our Mobile App ? We should have some exciting information about this shortly.

Kind Regards

Sarah
vanspace3d Support Team

Resposta da Vanspace3d

19/02/2021

Hey Nick !

Thank you for this great review, I am not sure if we have spoken already but if not we would love to see the layouts that you are creating.

If you are already in our Facebook Community please do share, if not just get in touch via email

Hope to hear from you soon.

Kind Regards

Sarah
vanspace3d Support Team

Resposta da Vanspace3d

19/02/2021

Hey Shane !

Thank you for your very honest review, it is very much appreciated.

I don't think you have realised all of the features available to you just yet and would love to chat with you further about this however have not been able to locate your account based on just the name Shane T

We are new however Developing always and are very happy to offer the software in it's current form as it is proving to be a very valuable tool judging by the amount of layouts created that our Customers are sharing with us.

I have sent a message via Trust Pilot so hopefully we can chat further.

Kind Regards

Sarah
vanspace3d Support Team

Resposta da Vanspace3d

4/02/2021

Hey Amanda,

Thank you for this lovely review as it is great to hear that you are enjoying using the software

I have just realised that you have also posted your first van layout in our Facebook Community and it is absolutely fantastic !

Our Support Team are great so thank you also for mentioning this - we look forward to seeing more of your creations

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

4/02/2021

Hi Felix,

Thank you so much for your honest review.

You have hit the nail on the head here as our software has been created by real life passionate van lovers and that really matters

We are constantly Developing and Updating with a new release shortly that is going bring a totally new UI and multiple new features - most have actually been added as they have been suggestions from our Customers and so we really do appreciate these.

Thank you again and happy building

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

Actualizada a 4/02/2021

vanspace3d update -

Thank you for re-writing your review Felix - we were pleased to get this resolved for you once we were able to understand better what was happening. Very much appreciated.

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Hey Florian

We do.

We have thousands of Mac users and our entire office are Mac Users. Every one of our Tutorials are also created on Mac too

You have been in contact as you are unable to download our software and we had requested some information as we have no reported issues and have tested the download ourselves.

The information requested was regarding where you are located and how you are connecting which we had not received.

I have just received 8 Facebook Messages from you stating that you have sent us a video showing what has happened and I can see that as these have come in individually, one has come through as a blank message

I now understand your frustration as I believe this would have been when you sent your video however it was not delivered to us via Messenger, I have provided you with a screenshot of the blank message that was delivered to us amongst your other comments within the thread.

Unfortunately when using Messenger we are at the hands of Facebook themselves and have no control over it's reliability, it is a really valuable tool for communication however when it fails is can cause misunderstandings as it has here

I am treating your query as Urgent as now I am aware why you became so frustrated so quickly I understand and will get this resolved for you ASAP by way of a refund or by finally being able to provide the support that you need.

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

7/01/2021

Hey Marcell,

I am sorry to hear this however you do not have to start all over at all. All you need to do is contact the Support Team and let them know what has happened and they can take a look at the file , work out why this happened and amend it

You were obviously enjoying using the software up until then if you have spent 2 days creating the layout so I think have graded us as one star quite prematurely

Just get in touch, we will resolve and then you can carry on building

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

Actualizada a 14/01/2021

vanspace update - The Customer raised a dispute within Paypal which was settled in vanspace favour.

We have asked that the review be amended as was supplied with the exact software that we display in good faith

It is also not acceptable to purchase any online digital content and then refuse to read the instructions or refuse support.

We hope that the Customer will now work with us so that we can get her up and running.

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Hi Dorottya

Thank you for your review however you actually contacted us requesting a refund as you did not want to watch any Tutorials or read any Help Guides, you expected to be able to log in and not have to learn what everything does.

You have also let us know on our Facebook Page that you have created a Layout using our software

You mention also that you have raised a dispute with Paypal so we have advised that we will respond and have offered full support if needed in the meantime

We of course recommend that anyone using a new software ' read the instructions first' as are quite bewildered why anyone would presume that they would not have to.

As we show the very same software that we supply being used across all of our Social Media it is not possible that our software looks any different than what is shown.

We have requested that you send us some shots of your layout as we would love to see them and hope that you will take the time to review our Help Guides/ Ask us questions so that you can use the software to it's full potential.

Kind Regards

Sarah
vanspace3d Support Team

Resposta da Vanspace3d

28/12/2020

Hey Preston,

Thank you for your review. We actually do appreciate all as it helps us to grow as a Company and we find very valuable to us.

I am sorry that you think we are a Bad Company and would like to address some things that you mention.

1. We do not give any details away EVER.

I can see that you signed up to our mailing list which is a series of emails dedicated to Van Life and is enjoyed by many. I am sorry if you felt spammed but each individual email provides you with the option to unsubscribe at any time.

I myself also offered to unsubscribe you however you did not respond to my suggestion to confirm. As you have the option to do this yourself after signing up to the mailing list voluntarily I can not action this without your express permission.

2. You did indeed email us within an hour of purchasing advising that you were unable to locate the Tutorials for the version that you had downloaded and also requesting advise on how to set your choice of measurements.

Vanspace response : We provided you with a link to all Tutorials and a full knowledge Base of Help Guides for the version that you had downloaded. We also included steps of how to select your choice of measurements within the Settings of the software

This email was not responded to by yourself however what we did then receive over the following days was in the region of 20 responses to emails sent from our mailing list with the words ' Refund Now' inserted by yourself.

We have attempted to find out what is wrong, we requested further information and we have also been sworn at which no one deserves but still we know nothing more

We have a really clear Refund Policy and will ALWAYS refund if you experience a technical issue that we can not resolve but of course we need you to tell us what is happening so that we can investigate and provide the technical information requested.

As the Manager of the Service Team I have reviewed every single correspondence that we have had with you and can confirm that our Team have worked very hard to support you however it has been very difficult.

There has been no disrespect on our part in any way, shape or form and I can absolutely confirm that we have attempted to be as supportive and helpful as possible. Unfortunately this has not been recognised that whilst we are unable to just do as you wish immediately, we do have a process to follow.

We can still get this resolved for you and want nothing more than to however it does mean that we need the information that was requested.

Once received I will treat as a priority and deal with as an urgent matter.

I look forward to receiving this from you

Kind Regards

John
vanspace3D Service Team Manager

Resposta da Vanspace3d

28/12/2020

Hey !

What a great review and we take all of your constructive feedback on board, Thank you.

We actually do have a lot of new objects being added in our v2.10 and pretty much all have come from our Customers own suggestions so please do feel free to send us a list of what you would like to see in the next big update.

The more information and even links that you can give the better as it helps our Modeling Team out a lot.

Look forward to seeing your progress, please don't forget to share with us

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

14/12/2020

Hi

Thank you for your review

There really is not much that can go wrong on a MAC and I can assure you that our Mac version will run perfectly for you.

We just need to know exactly what is happening to help. I can see that we have been requesting more information from you such as a screenshot of any error messages that you are getting as well as a Screenshot of about this Mac and the version of our software you are trying to download.

Once received we can then tell you exactly what to do next.

We would love it if all systems were set up the same but unfortunately they are not however please remember that error messages are perfectly normal and are only alerts to let you know what needs updating on your system.

We are a little confused as to why you have written a one star review before we have even received anything that we have requested from you, seems quite premature to us however we do hope that you will amend once you have allowed us to help you.

We look forward to receiving this information from you

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

7/12/2020

Hey Gabriela

Thank you for your review but I can assure you that we care about all of our Customers however please appreciate that a users security settings are solely at the control of the user.

It is quite correct that we have no control over your choice of protection on your system and there are so many different variations .

We can't really advise you how to best protect your system but what we can do is offer support and advise when your levels are set so high that an exception/exclusion is required to be set for you to run software downloaded from the Internet.

I have reviewed our Correspondence with you and can see that we have provided some information on how to do this within your Firewall and Anti Virus, we are just not able to help you actually do this in a live situation as we can only support our Software and provide guidance with others.

You have let us know that you have a Service Plan with Windows and so if you do need actual Live help with this then it would be wise to contact them so that they can take you through the process.

Kind Regards

Sarah
vanspace3D Support

Resposta da Vanspace3d

Actualizada a 2/12/2020

Hey Jim

Simply not true as we ALWAYS refund if there is a Technical issue that we can not resolve, it is just that some people like to try to bypass the step where we ask for more details of what is happening.

I have actually located a Facebook Message received 9 hours ago from you that is only 4 away from being answered as we do respond in order as received, We haven't even been given the chance to respond!

So I am quite puzzled as to how you have written a review stating that we never refund when we haven't even discussed it with you yet ?

Your query is as follows

I'm really disappointed by the design program (both the functionality and that now the password won't let me into it again) and by the book that isn't downloadable. Is there a money-back option?

We will respond accordingly asking for more information of what is happening as our software should not be clunky and is certainly worth $19.

With regards to our very popular eBook 61 Tips To Save $15,783 On Your Van Conversion ( worth more than $19 alone ) this will save you thousands when creating your own van and written by people that know, it is available within your account and we have never portrayed that it would be available anywhere else.

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

30/11/2020

Hey Brian, Thank you for your review.

What you are experiencing with locks and re-starting does not sound right at all and should not be happening so we would really want to look into this for you.

Unfortunately I have not been able to identify your account using the information that you have provided and so have sent a message via Trust Pilot so that we can get in touch with you, I do hope to hear from you soon

Kind Regards

John
vanspace3D Service Team Manager

Resposta da Vanspace3d

17/11/2020

Hi Mel,

Thank you for your review however I am really confused as we refunded you in full last week and advised you of this on the same day. This was prior to your writing this review.

I would like to clarify the time line of events as you have not clearly laid these out and I think important to display.

1. You contacted us multiple times via email to let us know that you could not use the software on your iPad and were having issues then also attempting to use on your Macbook.

Our Response : We responded to all of your emails letting you know that the software is not for Mobile use at the moment and requesting more information of what was happening with your Macbook.

We also advised that we do state that we do not offer a mobile APP at the moment on our website.

2. You did not respond to any of our replies and then contacted us through Pay Pal.

Our Response : We thanked you for contacting us, advised that we had responded to all of your emails, you then located our responses in email and began to reply.

3. You sent us 3 screenshots of what looked like multiple downloads of our software in your download area however no other information was given ie. Where the issue was, what was happening after you had downloaded

Our Response : We asked for further explanation and also a screenshot to let us know the full specs of the Macbook that you were using.

4. You responded advising that our Customer Service was awful but still no further information for us to know what was even happening.

Our Response : I responded personally explaining how much we were trying to assist you with the limited information given and that I was pretty confident what the issue was, I just needed to see the details in 'About This Mac' which I believe would have confirmed that you were using a very old OS on your Macbook

5. Your reply was that you could not do this as you no longer had your Mac Book as it had been sent to an engineer to be fixed. But would try when returned.

Our response: As you no longer had any compatible device we refunded in full as a Goodwill Gesture.

I think we have supported you incredibly well considering the lack of information that was forthcoming and absolutely followed our refund policy which clearly states that we will ALWAYS refund if we can not resolve a Technical issue that you are having.

I find this review to be an inaccurate view of actual events

That being said we are pleased that we were able to resolve this although still quite bewildered

Kind Regards

Sarah
vanspace Support Team

Resposta da Vanspace3d

7/11/2020

Update : We have received an email from Samuel letting us know that the requested information has not been refused.

We can not locate where this has been sent although seem to have received all responses but have apologised and requested sent again.

I have marked personally as urgent and assured Samuel that once received I will attend to this as a priority myself.

John Service Team Manager.

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Hi Samuel

I have read through all of our correspondence with you and can see that our Support Team have done nothing but attempt to work with you.

You have refused multiple times to provide us with simple information that would actually let us help you or let us see if there is a Technical issue that we can not resolve and therefor refund you in full.

You have only told us that your software is heavily pixellated but will not show us what you mean or give us any information about your system.

We have even attempted to help you without having the information that we need as it sounds like a simple change of resolution is needed. That is just a setting and would take seconds

All we are now receiving is threats of posting on Social Media and leaving reviews yet we have been ready and waiting to assist you.

It is extremely frustrating when someone attempts to bypass a really clearly laid out policy of technical support however we will never close this with you, we are always here to help as soon as we know exactly what we have to help with.

We urge you to provide the simple info we have requested so that we can see that you are indeed having a technical issue rather than have created multiple lay outs and now attempting to claim an issue.

Kind Regards

John
Service Team Manager

Resposta da Vanspace3d

17/11/2020

Hi Kori,

Thank you for your review however we dispute the use of the word Fraud very strongly.

Sadly good news is seldom heard but reviews such as yours do generate an awful lot of contact for us from existing Customers and Potential alike so there is a positive outcome.

A Fraudulent Company would be one that advertises a product that does not exist, takes your money and then you never hear from again, that is certainly not vanspace3D.

You contacted us as was unhappy with the online v1.2 as it was not the version that you had seen displayed on a Social Media post that you had viewed, that was absolutely correct and we advised that it would be the v2.09 that you would prefer.

We gave so much information on how to locate this version, download it, use it and also details of all of the support that we could provide you. That does not sound like Fraud to me.

What we encountered next was just a torrent of what can only be described politely as nasty responses although we continued to attempt to remain supportive, the issue that we faced was that anything we responded with was ignored and further demands were made.

We only wanted to help , we still do.

Kind Regards

Sarah
vanspace3d Support Team

Resposta da Vanspace3d

2/11/2020

Hey !

Thank you for your review, we ALWAYS refund if you have a technical issue that we can not resolve and the words that you use such as ' Clunky and poor navigation' suggests that you are.

Unfortunately as you have not made yourself known within this review I am not able to look at any correspondence that you have had with us to know if you reviewed first or actually contacted us.

I have sent you a message via Trust Pilot in the hope that you will respond.

As for Upselling, we stick a tick box asking if you would like to have lifetime access for a further $8 which we advertise everywhere - it is an opt in not an opt out and so does not have to be selected.

It is a great choice as it means that you will have access to all future updates and new releases for all time, including our new Mobile App version. That means $27 gets you a life time of access with this very exciting software company.

I do note you mention our refund policy which is great as it means that it is clearly available to you, that we are completely transparent before and after purchase and that you are able to see that is is totally standard for any purchase of online digital content.

As for van selection, we now have over 100 in our software to choose from, A Custom van feature and also a really clear way to request a model can be added.

Finally, of course a new software will not be easy at first as you do not know how to use it, it is not a game and that is why we provide you with as much assistance as we possibly can before during and after your purchase, this even included creating personalised Tutorials if needed

You do have to let us know what you need though, its all about the communication with us .

Hope to hear from you

Kind Regards

Sarah
vanspace Support Team

Resposta da Vanspace3d

2/11/2020

Hey Lewis,

Thank you so much for this positive feedback, it is lovely to be recognised for the hard work that goes into our software every single day.

Can I presume that you are referring to our V2 and not the original v1.2? I am thinking this as we have come a very log way with this version and comparing v2.01 to our latest v2.09 you can see such a difference with more to come.

Exciting news is that the full V2 is so nearly here and you are going to be very impressed, lots of excitement in the vanspace office at the moment as we get closer.

I would be very interested in your Feedback once it is launched, would you come back to me to leat me know what you think?

I look forward to hearing from you

Kind Regards

Sarah
vanspace3d Support Team