Vanspace3d Opiniões 284

Resposta da Vanspace3d

11/04/2022

Hi Bob,

I am really sorry to hear that you feel this way however we do not hide behind anything.

Our refund policy is standard for a company who is very clear that they do not offer a free trial. It is also available to your prior to and during your purchase.

There is also nothing unusual within it, we will always refund if you experience a technical issue that we can not resolve, what we will not do is allow an attempt for a free trial.

We are very happy with what we have created, a valuable tool that allows you to create a van conversion layout in 3D. We are also very happy with the feedback that we receive from our users and know that we are doing things right.

The amount of amazing layouts that are being shared with us by our users and the direct feedback that we request from those who have recently purchased, lets us know that the majority are happily designing away.

Those who are not, we are here to help as you are using the exact same software as everyone else, the difference is only the system that it is installed on.

Our software is absolutely fit for purpose, proven.

We wish that all users systems were the same but they are not, varying personal settings may need adjusting to make sure that our software runs at it's full capacity. If it doesn't then we will advise why and how to resolve that.

I hope that you have contacted us and let us know the exact issue, I have sent you a message via Trust Pilot in case you have not.

Kind Regards

John
vanspace 3D Service Team Manager

Resposta da Vanspace3d

21/03/2022

Hi, Thank you for your review.

You can read our refund policy in full here https://www.vanspace3d.co/pages/refund-policy

This clearly states that if you experience a technical issue after logging in that we can not resolve by way of support or an update, we will refund.

I am unable to locate your account based on the name given here so can not review any previous correspondence. I have sent a message via Trust Pilot

Kind Regards

Team vanspace3D

Resposta da Vanspace3d

Actualizada a 18/03/2022

Hi Jve,

Thank you for your second review.

I am a Mac user and use the software multiple times a day using the dedicated Mac version.

Again I can inform you that all functions and commands are the same on Windows and Mac.

The system that a tutorial is created on makes absolutely no difference, the actions would still be the same.

I can see that we asked for information of what you are specifically finding hard to do but as yet, you have not let us know.

As soon as you do we can advise further.

As for refunds, yes we do provide them if a technical issue is experienced that we can not resolve however, we will not provide a free trial.

Kind Regards

Team vanspace3D

Resposta da Vanspace3d

Actualizada a 16/03/2022

Hi, Thank you for your review.

The software that you have purchased is exactly what we display on every platform that you will arrive at including whilst purchasing. You can view again directly here

https://www.youtube.com/watch?v=H1s8oYY950I

1. The T4 is not yet included as a pre-made template as it has not been a popular request. All pre-made templates within the software have been added because of our users requests, and the top 10 most popular are added on a regular basis.

We have hundreds of queries per day regarding templates available. Our support team are able to recommend specific templates to use, or a custom to be made, prior to purchase.

We have a dedicated sales team in live chat especially for these types of queries. We would prefer to talk to you.

2. As advised, you CAN remove the Bulkhead and seats within a pre-made template however this is not possible when creating a custom template as the user creates a solid 3D Mass. It is not possible to manipulate this after creation.

This is why we include features to adjust the dimensions of a pre-made template.

We have recommended that if bulkead removal is important to your layout, you switch to using a pre-made template and adjusting the dimensions to suit your particular model

3. Exterior walls of templates can not be 'removed' as again they are a 3D Mass. This is what vanspace offer, a 3D template with accurate dimensions that allows you to create your layout within in 3D

They have to remain a 3D mass to allow certain objects that you will want to use, to be visible both internally and externally. We are dedicated to van conversion where this is needed,

Exterior walls will automatically 'toggle' off in the design stage so that you are able to work internally

These will also automatically toggle off when creating a rotating Gif.

There is no other occasion that a wall being removed would be needed.

4.. Our software is not ugly and unusable, you have not mentioned this before. It is exactly as shown in the link provided at the beginning of this response that can be found on every landing page that we have.

Layouts are created daily by our users and our team. Check them out on our Social Media.

We appreciate your feedback however as advised you are able to create exactly what you need, remove the bulhead and add different seating in the cab area.

As you have not reported a technical issue and we have advised how to create exactly what you need with Bulkhead and Seating, a refund has been denied.

These features are available to you and we are satisfied that you are not hindered from creating your layout.

With regards to a free trial, it is not new news that we do not offer this and we are just the same as many other design softwares in this respect.

A layout can be completed in under an hour, logging in to try out is an attempt to use as a free trial.

Finally, our refund policy is available on every page of our website including during purchase, if you are unhappy with a refund policy this should be a consideration prior to purchase and not afterwards.

This is why companies make them transparent and available.

I do hope that you will take our recommendation and use a pre-made template, this way you will be able to continue to create the layout that you had in mind.

Kind Regards

John
vanspace3D Service Team Manager.

Resposta da Vanspace3d

18/03/2022

Hey Dan,

Thank you for you review.

I am sorry to hear this however I am sure that there was a reason you did not stay with the software that you mention, possibly because it is not dedicated to van conversion and is hard to learn?

Our refund policy is available to you prior and during purchase, this is so that you can review first rather than debate about it afterwards.

As for being poorly designed, you will be able to make some incredible designs with it, is this more about what you feel it should be like rather than what it is described and shown as?

We would love to hear more about this, could you get in touch?

Kind Regards

Team vanspace3D

Resposta da Vanspace3d

14/03/2022

Hi, Thank you for your review.

Our refund policy follows the regulations surrounding the purchase of digital content, the only difference is that we have extended the legal cooling off period from 14 days to 30.

Once you have logged in, our software should work perfectly as shown in the many recordings that we share online creating multiple different layouts.

If it does not, we absolutely will investigate why and look to resolve for you.

If we can not by way of support or an update, we will refund.

I can see that you contacted us over the weekend but did not request a refund. You were clear that you felt that there was no point in doing so. We responded this morning stating that there absolutely was reason to as what you were experiencing is unusual.

We opened a refund request and escalated to our Service Team earlier today, and advised that they would be in contact directly very shortly.

The reason that our software works perfectly on one system but not another, will be down to the system that it is running on. You have mentioned the following directly with us.

The screen size of the software is incorrect. This means that something is blocking the software from being able to read the information about your monitor. This is the first indication that the issue is possibly Firewall or Anti Virus related.

That the software is unusable and non-performant. Non performant would mean that the software is not reading commands that you are giving it, again an indication of Firewall or Anti Virus blocking these commands. These can be blocked completely or lag very slowly.

You also mention other programs that you are running at the same time lagging and suggest a memory leak.

I personally have the software running constantly whilst using other programs and do not experience this, this is why we will want to look more closely at your set up to help you.

At the moment we are only aware that you are using a laptop with 3T GB RAM, we can presume this is Windows but would need further details.

Our Service Team will request this information and attempt to replicate the same issues using a system similar to your own.

Once this is done we can then let you know how to make sure that our software runs smoothly on your system.

Kind Regards

Team vanspace3D

Resposta da Vanspace3d

9/03/2022

Hi Jve,

I have been talking with you regarding our software and have advised that our software has a dedicated Mac App and so what you are stating is incorrect.

The issue that you have had is that your Track Pad was not set to Two finger secondary click and so you were unable to right click and orbit.

You have been sent two specific guides, one explaining how to adjust the trackpad settings, the other giving all of the keyboard shortcuts, these are the same for Windows and Mac.

When using a trackpad you will want to use keybinds such as WASD as well as trackpad movement. It would be the same for a Mouse user on Windows or Mac as well.

User settings are usually the reason that a certain action or feature is not responding and we will advise how to easily resolve all with a few simple adjustments.

The questions that we 'keep sending' are the following as you have nor been very forthcoming with information after setting your trackpad or how you are using the feature.

1.  Which specific key binds/actions are you having the issue with? 
2. Are you using the correct mode? ie Frecam/Orbiting when attempting to use these? You will find more information about this here https://support.vanspace3d.co/hc/en-us/articles/4407945804945-Navigation-Keyboard-and-Mouse-Control
3. Please provide a screenshot of your trackpad settings if you still are unable to right click.
4. If using Mac, the details of your system as described here Mac Basic Information
5. Are you running a Firewall?

I am unsure why you feel this way about the Customer service? I assume it is because you do not receive an automatic refund for an issue that is at the users end and is easily resolved.

You will also note in our emails with you, your refund request remains open and pending further information until the above is received.

Kind Regards

Sarah
vanspace3D Service Team Manager

Resposta da Vanspace3d

18/03/2022

Hi Jay,

I am really sorry to hear this, have you been in touch with us?

Our software can not possibly be terrible if our users are creating so many layouts with it, is it possible you are having a technical issue?

We would like to hear more about this and hope to hear from you soon.

Kind Regards

Team vanspace3D

Resposta da Vanspace3d

Actualizada a 24/02/2022

Hi

Thank you for your review however I am a little baffled.

Yes, once you have taken a speed test, if you have very slow download speeds you will not be able to download. That is correct. ?

I am not sure where the issue can be, we have no control over your download speeds?

Not being able to download means that you will not be able to log into your software. Not logging into your software means that you will not waive your right to a cooling off period. This is all covered in our refund policy.

I am sure that we have suggested strengthening your connection in the first instance, any refund request would be honoured without a log in.

It seems that we have received a one star rating because of your download speed, that's not what Trust Pilot should be used for.

Kind Regards

Sarah
vanspace3D Service Team Manager>

Resposta da Vanspace3d

Actualizada a 23/02/2022

Hi James,

Thank you for your review. We do appreciate all.

If you do not like the refund policy of any company, then we recommend that you do not buy that product.

This is why refund policies are available during the purchase process so that you can review in full before making any decision. vanspace also display this policy on every page of the website.

Once you buy any Digital Content provided online, as it is not a physical product that you can hold in your hand, yes there are rules surrounding this. Logging in waives your right to a 14 day cooling off period with good reason. All software providers dealing with online content are protected from an attempt to use as a free trial when one is clearly stated as not available.

That does not mean that if you have any issues, you will not be given full support.

You can expect it to be as described and shown. You were shown a 5 1/2 minute recording of the software in action before purchase. We also describe exactly what our software does.

As the recording is of the same software that we supply, using all features to create a layout and the manual input required, it is as shown.

If your software does not perform as it is shown in that recording, the answer lies on your set up. You use the same software that everyone else does, including those sharing their amazing layouts with us.

We appreciate that some users will get very defensive when it is suggested that the issue is at the users end, That their system is new, that they have the best spec etc etc. We are not implying anything different but we can meet defiance if attempting to suggest that there are some settings that need adjusting.

It is an inaccurate statement that vanspace will deny you a refund once you have logged in, what we will actually do is ask you for information, force the software to replicate the issue using the same type of set up that you are using, find the cause, and advise how to resolve.

If after investigating we can not resolve with support or an update, we will refund. This is clearly laid out within our refund policy.

You have not experienced this as you have refused to provide your set up information.

Slowness and lagging are easily resolved once set up info is received, may even fall down to the Browser used when downloading. If in doubt, always use Firefox Private Browsing.

We want to go through other reasons that this could occur and look at Firewalls and Adblockers with you as these could also potentially be the culprits for lagging.

You won't be testing the software, we will be.

I am not sure what you mean with your last comment but we find Trust Pilot a very valuable tool for feedback however, we do not concentrate on the scoring. 1 star can be given for the most trival and the most serious, there is no real guide between users. Stars 2, 3 and 4 are seldom used and reviews are rarely amended when an issue was easily resolved.

The comments do matter though, and all are read and responded to. Many of our new features come from feedback here and we are constantly developing our software.

What we won't do, is bypass the refund policy that you were happy with when you purchased. Refusal to provide the much needed information does not automate a refund for you.

We want to get to the bottom of why you have experienced what you have. Why? Because we want to resolve this ASAP, which we can, very easily.

It would be great if you would now provide any information requested in full to allow us to resolve. We hope to hear from you soon.

Kind Regards

Sarah
vanspace3D Service Team Manager

Edit 1. After reviewing our correspondence with you I can confirm that at no time have you been advised that the Browser that you have used to download has absolutely impacted the performance. What has been advised is that it can, as with any download. It would not be stupidity not to understand this, just a lack of knowledge of what issues can arise when using particular browsers.

Edit 2. We do not provide a blueprint feature and do not advertise as such. There are many software out there that will, none are dedicated to van conversion.

With the inbuilt Camera and Measuring tool, a series of shots can be taken, we will also be adding a new feature very shortly that will allow multiple measurements to appear on screen at one time. At the moment these appear for each object so a series of shots can be taken from different angles,

Van conversion is not like Kitchen Design with straightforward units and appliances only, Our software also allows for the storage to be designed with the items required inside- this is very important for VanLife. Blue prints would be nothing but a clutter of measurements and so multiple shots from varying views will always be required.

Resposta da Vanspace3d

15/02/2022

Hi Jan,

Thank you for your review of our Support Team and how quickly they were able to resolve an issue that you had.

Chat certainly is a great option if wanting to talk to us quickly and we are available 10.30 to 5.30pm CET Monday to Friday - 1.30 to 5.30pm CET on the weekends.

If you ever need anything else, just let us know

Kind Regards

Team vanspace

Resposta da Vanspace3d

Actualizada a 14/06/2022

VANSPACE 3D UPDATE: 6th May 2022

The customer raised a credit card dispute which was settled in vanspace favour as we provide software exactly as described, shown and advertised

Original response

Hi Adam,

Thank you for your review, we do appreciate all and welcome the opportunity to respond.

I am able to locate our correspondence with you and can see that you initially contacted us as you were finding our software 'too complex for your taste' and wished that it was more like a well known Kitchen Planning software. You are not experiencing any technical issues.

We appreciate that you may want our software to behave differently however, no matter how you purchased our software ( either directly via our website or after watching one of our adverts) you were shown a 5 1/2 minute recording of the exact same software that we supply being used. This shows creating a layout from scratch, making all of the adjustments needed and the full software screen and all of it's features being used.

I appreciate that you may feel that a Kitchen Planning App would be better for you however, van conversions are not dealing with the straight walls, standard sized furniture and appliances, and easy spaces that Kitchens have. It just would not work

Every template is different, we need to accommodate all curvatures and know that it is highly unlikely that any layout will require standard sizes. A conversion is not about making the layout fit around a particular item of furniture that is one size, it is about creating the layout that fits to your van.

We refute your comments mentioning the words 'Cheated' and 'False Advertising', This is not possible when you can not miss a recording of our software being used for 51/2 minutes prior to purchasing.

This is shown on our websites at www.vanspace3d.co and www.vanspace3d.com

It is shown at the end of every single advert that we run on any platform on Social Media at https://get.vanspace3d.com/

It is shown on Instagram, YouTube and Facebook, we have made sure that no matter how you get to us, you will see this.

Our advertising conforms to all standards required in all of the countries that we supply our software. We provide full information and transparency of how our software looks, the features available and the amount of manual steps needed, You do indeed drag and drop objects into your layout but you are still going to have to rotate or adjust the dimensions to go where you want in your blank template, we can't possibly decide that for you.

We actually speak with our users on a regular basis requesting feedback, we ask for votes on varying topics, user friendliness, features, new feature request etc You will have received an email about this yourself already.

The take up for this feedback is really high and while we will not always be able to please everyone, we know that we are pleasing the majority of our users and working with others to implement features that can help them too.

We really are not concerned with Trust Pilot scores, it is not a great platform for software providers, although we score higher than major software providers on many occasions.

People can be very quick to score a 1 for a password issue that is easily resolved, or the fact that they select 'remind me tomorrow' when dismissing an important update on their Mac and blaming our software for not running correctly. They are also very slow (if at all) at updating a review when the issue is quickly resolved with some technical help from our Support Team ( who are fantastic )

If you were happy using a Kitchen Planner for your van conversion, you would not have come to vanspace. Now that you have and we have provided our software in good faith exactly as shown and described, we want nothing more than to help you learn all of it's features and create an amazing layout.

I can see that you are already in touch with our Operations Manager who has offered to personally facilitate your Support, it would be great if you would come back to us and let us know the area/s that you need this in.

Kind Regards

John
vanspace3D Service Team Manager

Resposta da Vanspace3d

9/02/2022

Hi Rick,

Thank you for your review, we do welcome all feedback.

I have been able to locate our correspondence with you and feel that you are misrepresenting our conversation. The percentage of refund requests that we receive is extremely low and any response given is tailored to the reason for the request.

It would be normal for a company to use specific terms when dealing with the regulations surrounding the refund of a digital content purchase after login has occurred.

The limited information given for the reason of this request was 'the software does not offfer the library of parts or flexibility for custom design solutions that it misleads the reader into thinking are available'

As we show our software actually being used, we can obviously be concerned how you may think features that we do not advertise are included. This includes a library of parts and so again, we do not understand this.

As this is a return request we asked for the following 'return'information so that we can understand why you feel this way,

1. Where did you view our software before purchase?
2. Please explain what you expected
3. Why did you expect this?
3. How do you feel that this expectation has not been met?
4. Do you feel that a particular feature is missing from our software?
5. What has hindered you from creating your layout in our software?

This was certainly not a Big go **** however your response could be deemed as such. You also provided absolutely no information that would help us understand.

We need to know where you saw our software advertised, what you think is missing and why. We need to be able to look into this as if you are right, we need to change that and deal with your request based on this information.

We responded again to your very curt reply and explained that because you are requesting a 'return', we require this return information and now here we are.

We finally stated that we appreciate that it is a pain to have to collate however we hoped that you would reconsider providing,

You will note that the header of your refund case ticket states Open and pending further information. It does not say CLOSED

After reviewing, I am happy that our Team have dealt with you exactly as we lay out in our refund policy, and once we have the information required we will continue to follow due process and make sure that your request is settled correctly.

Once this is done, your ticket will then state that the refund case is CLOSED, it will not state this until it is.

Kind Regards

John
vanspace3D Service Team Manager

Resposta da Vanspace3d

2/02/2022

Hi Donna,

Is it possible that you are reviewing the wrong company as vanspace have never provided any offer of 1 months access for $1?

A customer is also fully entitled to a refund if software login has not occurred as stated in our Refund Policy here https://www.vanspace3d.co/pages/refund-policy

I have sent you an email via Trust Pilot to obtain your email address so that I can clarify if a customer of vanspace.

Kind Regards

Sarah
vanspace3d Service Team Manager

Resposta da Vanspace3d

24/01/2022

Hi Rodney,

Thank you very much for your review.

We really do want to make it as easy to use as possible as we bridge the gap between home design and CAD software.

We would love to see your layout too. Get in touch with our Support Team as seeing them is the best part of providing the software.

Kind Regards

John
vanspace3D Service Team Manager.

Resposta da Vanspace3d

Actualizada a 17/01/2022

Hi Edie,

Thank you very much for your review, we do appreciate all.

We do have hundreds of pre-made objects and many more being added regularly as popular requests. If you would like to suggest any in particular please let us know.

In the meantime you can adapt existing to suit or just create your own using the 3D shapes.

https://support.vanspace3d.co/hc/en-us/articles/4406449055889-Get-creative-with-3D-shapes-in-V3

You can share files with other vanspace users, use the appropriate guide for your system below.

https://support.vanspace3d.co/hc/en-us/articles/4409170191249-VS3D-Locating-your-SAVES-folder-on-Windows-

https://support.vanspace3d.co/hc/en-us/articles/4409167196561-VS3D-Locating-your-SAVES-folder-on-Mac-

With regards to getting help our Live Chat is the fastest and lines are open 7 days a week. Our support team strive to answer all emails received within 24 hours. Messenger we review on a regular basis through out the working day.

I have not been able to locate an account with the name Edie Benson so can not look into any delays unfortunately however as the service Team Manager I am not aware of any circumstances that would have caused us to go of side of these times recently. Is it possible that you are not in the CET timezone? You may have not realised that our working day is based around normal business hours in this zone.

Kind Regards

John
vanspace3D Service Team Manager

Resposta da Vanspace3d

3/01/2022

Hey JP

Thank you for your review.

Straight away, I can tell that you are not aware of how to fully use our software, and so I have sent you a message via Trustpilot so that we can get in touch.

1. Our software is available on Mac and PC - An APP sounds excellent and is in development; however, like many others who have tried, it would be more of a Home Design App; that is not what we are. It will take a LOT more development to make a truly 3D van conversion App. Watch this space

2. You can free rotate using your mouse/trackpad or hotkeys. You do not have to use buttons - You should check out our help guides within your dashboard and get into Orbit view

3. it is designed for ease of use, and now that you know that it does have the features ( and many more) that you thought were missing, it is 2022 ready

4. Not all reviews say the same; some say it is too hard, too technical, the complete opposite. We understand that this is down to the user's knowledge of such programs; that is why we are here to help and guide you.

5. If we offered a free trial, you would design your layout and have no need to purchase. We don't want to provide software full of adverts, so we strongly disagree with your thoughts.

I look forward to hearing from you so that we can advise further.

Kind Regards

John
vanspace3D Service Team Manager.