Vanspace3d Arvostelua 

Vastaus yritykseltä Vanspace3d

Päivitetty 14.6.2022

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

Vastaus yritykseltä Vanspace3d

9.2.2022

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

Vastaus yritykseltä Vanspace3d

2.2.2022

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

Vastaus yritykseltä Vanspace3d

24.1.2022

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.

Vastaus yritykseltä Vanspace3d

Päivitetty 17.1.2022

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

Vastaus yritykseltä Vanspace3d

3.1.2022

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.

Vastaus yritykseltä Vanspace3d

3.1.2022

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

Vastaus yritykseltä 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

Vastaus yritykseltä 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

Vastaus yritykseltä 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

Vastaus yritykseltä 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

Vastaus yritykseltä 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.

Vastaus yritykseltä 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

Vastaus yritykseltä 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

Vastaus yritykseltä Vanspace3d

Päivitetty 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

Vastaus yritykseltä 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

Vastaus yritykseltä 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