Vanspace3d Opiniões 284

Resposta da Vanspace3d

3/01/2022

Hi,

Thank you for your review, we do welcome all.

The response that you have provided above seems to be to a user who has stated that the software was not as they expected.

We find this hard to understand as we show the exact same software that we supply in action across our website and all social media platforms.

In this case, yes we would require further information such as:

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?

Can I assume that rather than respond with this information, you came to write a review?

I can pretty much guarantee that this has happened as if you had said the words 'cumbersome, impractical, and basically a waste of money' directly to us, the response would have been very different.

We are nothing like the other software that you mention and neither do we want to be. As other reviewers here have stated, it is hard and has a long learning curve. vanspace does not.

If you would like us to continue to review your request, please provide the information that has been requested as we do not offer a free trial.

We will ask for 'return' information

Kind Regards

John
vanspace3D Service Team Manager

Resposta da Vanspace3d

22/12/2021

Hi Rich,

Thank you very much for your review, I have passed your comments on to Danielle who was very happy to receive them.

I am pleased to hear that we were able to resolve this for you quickly and hope that you are enjoying our software.

Kind Regards

John
vanspace3D Service Team Manager

Resposta da Vanspace3d

17/12/2021

Hi Richard

Thank you for your review, we would like to give you 5 stars too!

You have hit the nail on the head, we want to keep it as simple as possible so that extensive CAD knowledge is not needed and the feedback from our users let's us know that we are doing the right thing.

That does not mean that your designs will be simple too, certainly not, they can be as detailed and accurate as you like.

We absolutely will continue developing with so many new features planned, thank you for noticing the mamouth amount of work that our entire Team put into every single update.

And yes, completely agree with your final comment, unfortunately there are some who want CAD software that would cost hundreds of dollars ( if not thousands ) but do not wish to pay for it.

We just want to provide a valuable 3D tool that helps you realise your van conversion dreams into real life...

And we do!

Kind Regards - Team vanspace

Resposta da Vanspace3d

17/12/2021

Hi Zoe,

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

I do appreciate that delivering the news that you were not eligible for a refund can be seen as not showing empathy however, when we have such a transparent refund policy, we would rather be factual.

What has not been mentioned is that after providing you with the outcome of your refund request, we offered full support to make sure that you gained the knowledge needed to use the features that you were struggling with.

If you are unable to load a new template, adjust your software to full screen. Its a simple resolve and had we have known that was an issue, we would have advised this but you did not mention it to us. ( we also could not have assumed as you have to open a template to start a design and view the object library that you then spoke about)

You contacted us in Live Chat with the following 'I'd like to be refunded of my purchase cause I won't use the software at all ...' You had logged in and used the software at this point.

We asked for further information about why you felt this way, you responded with 'Cause I won't use it, I'll design my van directly in it not on a computer. I thought the software would have been easier to use. There's no all the accessories I'd like to design my self as well so hand drawing will be best''

That is of course your prerogative to design any way you want to as the software license owner, it is totally up to you how many times you log in.

It is interesting as the review above this one states how simple our software is to use, of course we understand that we all have different abilities, that's why we then began to help you.

We gave some great tipe on how to get started, directed you to the recommended Tutorial to watch as well as help guides.

We also advised that you can create anything that you want to with the 3D shapes, you do not have to use pre-made furniture objects ( or you can even adapt those if you want an extra shelf, door, drawer etc ) Or request something to be added? We add these requests regularly.

I am sorry you felt our team were 'haughty' I have reviewed all correspondence and can not agree however I totally understand that you were not happy with the message given.

We would really love you to give it another shot, we have provided you with some steps, we are always here and an hour out of your time just watching a Tutorial or 2 really will give you so much knowledge.

You can always ask for me and I will do my best to support you personally.

Kind Regards

John
Service Team Manager

Resposta da Vanspace3d

17/12/2021

Hi Adan,

Thank you for your review.

I think you have something up there as zoom is not usually not 'cranky' So without talking to you more, I am wondering if you have turned off Studio Lighting and Van Dazzle?

These can be toggled off as resource savers and should solve that problem for you. We actually recommend these being off in the design process as they are only for effect, great to turn back on when you want to see your design in it's full glory.

As for dimensions, can you let us know what you mean by this? We do not have any bugs in this feature and as someone who creates a lot of layouts for our social media, I have not experienced any issues. Possibly resource saving again?

Finally for your battery, it sounds like you need to accept the latest update for your OS, I would also try resetting your P-Ram to make sure your system is in top condition. It is not possible for a straight up app to cause this.

Following the advice above will resolve any issues with fans too, we are an intensive software but out of date updates, not saving resources and not resetting your P-Ram regularly will be the cause.

Contact our Support Team and we can advise further with this, it's really important to keep your Mac healthy.

Kind Regards

John
vanspace3D Service Team Manager

Resposta da Vanspace3d

21/11/2021

Hi Ryan.

Thank you for your review however you have provided more information within your review than in any contact that you have had directly with us.

Refusing to provide any information when attempting to return a product will only pause your request until it is received.

In fact all we have received is swearing and comments about downloading yet can see that you have logged in.

A. You can check out the graphics within our V3 here, certainly nothing like anything from the 90's

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

B. vanspace 3D make every effort to ensure that the dimensions of each pre-made template are as accurate as possible.

Our 3D templates have been created using information disclosed by manufacturers themselves and/or experts within the industry if not freely available.

C. All templates are adjustable

To re-open your request, please provide the requested return information in full.

Kind Regards

Team vanspace.

Resposta da Vanspace3d

10/11/2021

Hi Tom,

Thank you for your review.

I wasn't sure what you mean by raw and unfinished, nor was I familiar with the advise that you have stated you were given.

After locating our correspondence with you I can confirm the following.

You contacted us via chat stating that a particular template that you wished to use was not the exact dimensions of your own model.

You also mentioned that the wheel housing was again not the exact dimensions for your particular model.

Finally, because of this you requested a refund which was escalated to me by the agent that you spoke with.

vanspace3D make every effort to ensure that the dimensions of each pre-made template are as accurate as possible.

Our 3D templates have been created using information disclosed by manufacturers themselves and/or experts within the industry if not freely available.

What you have not considered is that there are many differences between years of model, this is why we provide a feature to adjust a pre-made template to your own dimensions.

I did not advise you to just create your own template, I advised of the following.

A. Adjust the pre-made template to the dimensions of your own particular model
OR
B. Create a custom template to your required dimensions.

I also advised that features were provided to create the wheel housing that you mentioned.

We offer the only software dedicated to van conversion and we provide the features that you need to ensure accuracy.

Our software certainly is not raw, proven by the amount of fabulous layouts being shared with us, as well as journeys of design to real life build.

Our software is also not 'unfinished' but a full version allowing our users to create these amazing layouts.

As with any software, updates will always be part of the life cycle, we love to hear our customers suggestions and if we can add them, we certainly will.

As you had logged in and the features are available to create exactly what you mention, your refund request was declined-you are not hindered in any way.

I do hope that you can refer back to our conversation as help guides were also provided to show you how to create what you need.

Kind Regards

Sarah
Team vanspace3D

Resposta da Vanspace3d

10/11/2021

Hi Fred,

Thank you for your review however, because of the name that you have used, I have not been able to refer to any correspondence with you.

If your software is stuck loading, this will be down to your AV, Firewall or permission settings, it also means that you have not yet logged in.

If the software is not logged into, you are of course entitled to a refund.

It is your legal consumer right to receive a refund within 14 days if log in has not occurred, vanspace has extended this to 30 days.

Because of the above, something here does not seem correct and so I have sent you a message via Trust Pilot so that I can obtain your account information and look into this further for you.

I hope to hear from you soon.

Kind Regards

Sarah
Team vanspace3D

Resposta da Vanspace3d

Actualizada a 4/11/2021

Hi Grace,

I am sorry to respond so strongly and have to disagree with you in a review however, what you have stated is simply not true.

We are able to see your log in history and if you have not logged, you are absolutely entitled to a refund - That is your consumer right.

We have even enhanced this right for you from 14 days to 30 days, so if you have not logged in within 30 days, yes you will receive a refund.... always

If you have logged in, an automatic refund is not due just because you want one, we are going to want to know why and if it is in any way an attempt to use our software like a free trial, have ample time to create a layout and then request a refund, we will decline.

After reviewing a recent refund request from you, we can see that you did indeed log into your software on more than one occasion.

You also have not reported any technical issues.

In fact the software that we provided has worked perfectly for you and the features that you need to create any template that you wish are provided.

You wanted a particular template that is not very popular with our users, we advised how to create it easily, you said you did not want to.

We are happy to respond to any review however with this one, it is important to be factual.

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

28/10/2021

Hi Kathy

This is really good to hear!

You are quite right, we have been very busy developing and now releasing our brand new V3. We are so pleased to hear that all of the hard work was worth it.

We would love to see the layouts that you are creating, would you mind sending some images?

Look forward to hearing from you

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

20/10/2021

HI Dave,

Thanks for this great review, I am pleased that advising you to hover over the object that you want to colour, waiting for it to reflect the change, worked.

It does need to be this way as each object has separate elements that can be coloured individually so hover on the element, then click when you want the colour to take effect.

For the brightest white, use the lightest plain opaque texture and enter the Hex Code FFFFFF, these guides will explain further

https://support.vanspace3d.co/hc/en-us/articles/4406451502609-Colour-Objects-2-Change-the-colour-of-a-provided-material-

I hope this helps, let us know if you need any other tips.

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

Actualizada a 12/10/2021

Hi Deives

What an absolutely fabulous review.

It is so lovely to hear that today you were able to start making your dream a reality, we are so pleased to be part of that.

Without even attempting to locate your account I can guess that you are using our brand new V3 launched only this week, what a great start to a new version for us.

We would love to see what you create, please keep in touch and share your creation with us

Kind Regards

Team vanspace

Resposta da Vanspace3d

Actualizada a 15/10/2021

Hi Michael,

Thank you for your review however after searching our full database, I was unable to locate any account in the same of Michael Koziovsky or variation of.

I am also unable to locate any emails sent to us in this name.

1. Our V3 Custom template does not generate a box unless you only enter the width, height and length dimensions. The features are there for you to also create the slopes and curves of the walls accurately.

2. We do not ignore anyones email. We respond to all that we receive and are available via Live Chat and Facebook Messenger also.

3. Drawing your design is nowhere near as much fun, it also will not provide you with 3D images such as these https://www.facebook.com/vanspace3DS/videos/630929764738973

$19 is an amazingly low price and will be going up to $47 at the end of the month. There is no other software dedicated to van conversion that allows you to create anything similar.

Kind Regards

Team vanspace3D

Resposta da Vanspace3d

6/10/2021

Hi

I wanted to respond personally to this review as I was the one that gave authorisation to block you from being able to comment any further.

Copying and pasting the same comment multiple times on each Social Media platform, seeking out different threads and actually attempting to respond to customers very valid questions with your same comment again, is flagged within our media suite as spam.

After my team raised what you were doing, I located an email from you sent only an hour before, took screen shots of the comments ( the same one, posted multiple times) and gave authorisation for your accounts to be blocked.

A. All comments are welcome, Spam is not
B. We had received your email in the hours before and so a line of communication was open.

Our V3 has just been released and we are in the process of migrating our users in large chunks at a time to their new vanspace dashboard, this is a slow migration so that we ease the traffic to not only the new dashboard and download area, but our Support Team too.

To migrate all at once, would be many thousands of people trying to access at one time.

As much as we want this to be the smoothest process possible, there will be a few hiccups along the way. Even FACEBOOK has them as we have all seen recently.

As I have been overseeing the migration myself over the past few weeks and the coming few days until completed, I have tested all sites, links and downloads multiple times each hour.

Our login page is working correctly although we have guided many to reset the password as we have moved to One Pass login.

The email that we have received from you originally was aggressive and our team have responded wonderfully. Offering as much help and guidance as possible and using a tone in such circumstances that they should be very proud of.

I can see that a further response has been received from you which indeed does show that you have logged into your new dashboard successfully however, have received an error when in the home and downloads screens.

We had one similar report two days ago with the exact same error but on the bonus screen, we resolved this within hours for that user.

We are looking into this and will come back to you as soon as we have the answer. To find the answer we attempt to replicate on the same type of system and with the other user I mention, it was due to their pop up blocker.

Our V3 is fantastic, certainly not from the 90's and it is of no benefit to us to provide you with a software that you can not access. We are working hard to make sure that you can and will be back with you in email as soon as possible.

Sarah
Team vanspace

Resposta da Vanspace3d

Actualizada a 16/09/2021

Hi,

We strongly refute your review.

Our software can not be limited if it allows layouts such as these to be created

https://www.facebook.com/vanspace3DS/videos/383752766638065
https://www.facebook.com/vanspace3DS/videos/1517163741997206

When viewing these, you will notice many more appear on the right-hand side, all created with the very same software that we provide you with.

In the same place, you will also view many created by our customers, some just normal people wanting to create their own van, some professional van builders.

We do provide our software in good faith, exactly as requested during purchase.

Due to the name that you have used within your review I am not able to locate any correspondence with you however if you have requested a refund, we will have responded by asking for further information. Of course, this would happen.

It seems that rather than provide this, you have chosen to create a review which does seem to be a common theme in the very small amount of reviews that we have had in the last 18 months since conception.

This equates to 3 reviews a week leaving thousands of happy customers.

You may think it acceptable to use the name and title that have, we do not however Trust Pilot seems to think that these terms can be used unfounded.

It is a shame as I can assure you that had you simply allowed the procedure to run its course, there would have been a favourable outcome.

Addressing the points that you have raised

1. functionality is extremely limited.
You can create anything in our software, sometimes it's the knowledge of the software that is limited, hence our amazing Support team to help you.

2. More than 200 new objects are being added in our next update however, you still will need to use the 3D shapes provided if you want something very specific, just like we use in all of the layouts that we create.

https://support.vanspace3d.co/hc/en-us/articles/360020670197-Using-the-3D-Shapes-to-create-what-ever-you-need

3. Links to Amazon
We receive a high number of questions regarding this, specifically 'Can I purchase what I use in your software' and so we made this possible, You are not at any time forced to do this

4. They know it is not worth it

We are providing a fantastic software that does exactly what it says on the tin, for $19 per year
We also provide the only software dedicated to van conversion
We are not CAD software that costs thousands, but we are very close.

Kind Regards

John
vanspace3D Service Team Manager.

Resposta da Vanspace3d

1/09/2021

Hi,

Thank you for your frank review; we do value all.

I am just going to provide some information to explain why some things work the way you have mentioned.

1. The file name is an oversight by our Development Team during the last updates; our V2 is no longer a Beta and has not been for some time.

2. AutoSave will overwrite the original file each time as this is the primary data created originally. As you progress with your layout, AutoSave will update the file so no loss of work will occur.

You do not have to use AutoSave if you do not wish to; the manual save feature is also available.

3. The Quad does load in the way that you describe, and although it is clickable, we agree with you that it should be easier and will change this. Thank you for this suggestion.

4. The wheel arches can appear 'split' as we offer moveable wheel axles; however, these do not hinder your layout.

5. We are introducing a brand new Gizmo function in V3, which will be released shortly.

6. There are 100+ pre-made objects in our V2, with another 200+ being added in V3 however we are never going to be able to provide the multiple variations of each item of furniture that would be needed to suit the shape of every single van.

It is also doubtful that you will use standard shaped furniture in a van conversion.

We offer 3D shapes that you can be very creative with to make your items bespoke https://support.vanspace3d.co/hc/en-us/articles/360020670197-Using-the-3D-Shapes-to-create-what-ever-you-need

Finally, yes, there are 61 tips to save thousands; however, we take on board your feedback on viewing only online. We will certainly take steps to change this as we appreciate that many van lifers will not have access to the internet at all times.

Kind Regards

John
Team vanspace

Resposta da Vanspace3d

23/08/2021

Hi Jose,

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

We are the first to say that it is not perfect, We always want to improve and do so every day with our Development Team.

Thank you for understanding what we are doing for the vanlife community, we really do provide software that enables you to create your van layout in 3D where you can be as detailed or basic as you like.

You have spoken with India and Danielle in our Support Team so I will let them know of the kind words that you have given about your communications with them.

Kind Regards

Sarah
Team vanspace