Vanspace3d Arvostelua 

Vastaus yritykseltä Vanspace3d

30.7.2021

What a lovely review!

Thank you, Kim. We really do have a fantastic Support Team, and I have passed your comments on to Danielle. I will make sure she gets an extra cookie at lunchtime.

If you do need any help with the software, please just let us know.

Kind Regards

John
vanspace3D Service Team Manager

Vastaus yritykseltä Vanspace3d

Päivitetty 30.7.2021

Hi Jen,

We would never ignore anyone's request, and so if you received an automated response, we received your email.

I have checked your communications with us and can see that every single one was replied to; however, undelivered with the reason mailbox full/unavailable at the time.

I am sorry to hear that you felt that we were simply ignoring you, and because of this, we were more than happy to accept the refund request via your card provider as we had no other way to try and get in touch.

We even scoured our Facebook Community to see if you were a member.

If you ever come back to us, we would recommend contacting us via Messenger or Live Chat to have a guaranteed clear way of communication.

Kind Regards

John
vanspace3D Service Team Manager

Vastaus yritykseltä Vanspace3d

23.7.2021

Hi Mario,

Thank you for your review, sometimes good news is never heard!

You have totally hit the nail on the head of what we provide and what we are constantly developing for the future. For $20 we provide a valuable tool to save you thousands in mistakes made with a layout in the real-life build.

V3 will be out very shortly and even though we do not have many reviews considering the number of users that we have, every single review here regarding using our software is taken into account. The new version is going to be amazing.

With a new version does come a new price but as an existing user you are going to get this absolutely FREE

Can not wait to hear what you think about it!

PS. you are quite right about the other software that you mention, it's hard to use and is absolutely not dedicated to van conversion.

Kind Regards

Sarah
vanspace3D Support Team

Vastaus yritykseltä Vanspace3d

Päivitetty 21.7.2021

Hi Nathalia,

Thank you for your review.

Please let me explain our refund policy; we make it as simple as possible.

Once you have logged in, if you wish to request a refund, a refund incident case is opened, and our Service Team contact you directly.

They ask for information regarding why you wish to request a refund; this may be technical information if you have suggested a technical issue. At no time have you been told to contact another team; our Service Team has already contacted you, and this is who you have been communicating with.

Once received, we will always attempt to resolve it. if it is a technical issue that we can not, we refund in full.

I can see that you keep advising us that you do not want to give this information, and so after 2 weeks, you were informed that the case would close based on the limited info you had given so far, which was not a technical issue with our software.

If you would now like to provide the information requested, we are more than happy to re-open the case.

Kind Regards

John
vanspace3D Service Team Manager

Vastaus yritykseltä Vanspace3d

5.7.2021

Hi Leah,

Thank you for your review.

We don't offer a free trial and do make this clear. The reason? Because a layout can be created in under an hour if needed.

We are listening when we are told that some users find the design stage clunky/basic; however, we also get feedback that it is /hard/complicated.

Not forgetting those who just create their layouts, share them with us and then move onto their real-life build.

This makes us realise that we need to make sure that we develop a UI that allows for easy use or more detailed and technical at the users choice.

So we have, and you will receive the upgrade to V3 for free very shortly.

In the meantime, we do show our software in action all over our social media so that a buyer is completely aware of how this is used when designing your layout,

Check out a great selection here
https://www.facebook.com/vanspace3DS/videos/2912697009011015

Get in touch with our Support Team and let us know the areas you feel do not allow you to create the above examples, and they will be able to help.

Kind Regards

John
vanspace3D Service Team Manager

Vastaus yritykseltä Vanspace3d

5.7.2021

Hi Gray,

Thank you for your 5th review.

One of our users recently created this layout, and it certainly does not look like 1980's junk software. This has been created using the exact same software that you have access to.

https://www.facebook.com/vanspace3DS/videos/312198653691080

You have previously mentioned that you find our software clunky in the design stage; we heard, we discussed, and will be releasing a new UI shortly; however, with results like the above being created, we must be doing something right.

Kind Regards

John
vanspace3D Service Team Manager

Vastaus yritykseltä Vanspace3d

5.7.2021

Hi Livi,

Thank you for your review.

We of course are not a 'scam'. We have so many customers sharing their layouts created within our software across our social media. If we were, this would not be possible.

Some are now even onto their real-life builds and so we are able to follow them through their entire journey, pretty fantastic for us to be able to see this.

We aren't 'sneaky' we show our software in action everywhere, we also are very clear that we do not offer a free trial as you can design a layout in under an hour if you wanted.

Finally, we are the only software that will allow you to create a layout within a van template that allows for slopes and wheel arches, all for $19

I am really sorry to hear that you have been unhappy, our resolution is great and you can see what to expect here, a layout created by one of our users.

https://www.facebook.com/vanspace3DS/videos/312198653691080

If you are not getting this resolution, can you contact our Support Team who can help resolve this for you with some setting adjustments,

Kind Regards

John
vanspace3D Service Team Manager.

Vastaus yritykseltä Vanspace3d

5.7.2021

Hi,

Thank you for your review.

We have over 100+ pre-made templates for you to choose from within the software, all have been the most popular requests by our existing customers with more being added very soon. We also offer a Custom Template generator so that you can create your own with your own dimensions.

With regards to 3D Modules, these are standard in 3D design software and more importantly, absolutely needed with van conversion.

WIth a van, you are not dealing with a nice easy square shaped room, but a van with slopes and wheel arches.

It is very rare that a van converter would use standard sizes and shapes with most furniture having to be built to fit into certain spaces and so we must use these if wanting to correctly design a layout.

All layouts that we share on a weekly basis will have elements of these used and we provide a great help guide within your SUPPORT area to help you get started.

I am sorry that you do not wish to use these and are welcome to use the pre made furniture ( 200+ new being added in V3) that we also supply however, this is not going to give you an accurate plan.

Kind Regards

John
vanspace3D Service Team Manager

Vastaus yritykseltä Vanspace3d

25.6.2021

Hey Lucy,

Thank you for your review however we are not sure what you are referring to when you say that elements do not work?

We do not have any issues with our software that would cause what you describe, if we did everyone would experience these and this is not what our users on Instagram and in our communities are reporting while sharing many layouts with us daily.

As for clunky, we could agree with you somewhat as we do want the UI to be smoother, that is why we are releasing a brand new one in V3 shortly, within weeks!

You will receive this upgrade for free as an existing user and we would love to hear how you then feel about the new UI.

I have sent a message via Trust Pilot so that we can communicate directly with you.

Kind Regards

Sarah
vanspace3D Support Team

Vastaus yritykseltä Vanspace3d

Päivitetty 5.7.2021

Hi Gordie.

I actually spoke wth you in chat about this and explained the following

1. You purchased a one years software licence which expired a few months ago
2. Updates are free for the entire time of your active license - and should be downloaded as they contain improvements, new features and bug resolves each time. You are at no time expected to pay for these additionally.

I don't think it can be called a rip off when we provided you with exactly what you purchased in good faith and you logged in and used although we understand not as much as you had intended.

The amount of times that you log in is completely up to you, the access will always be there during your purchased period.

When you got in touch you explained that Covid restrictions had affected your need to carry on with your conversion and you were now ready to use our software. To help, I offered you the option to add on lifetime access for $8, even though you no longer had an active license.

I explained that I would ensure this would reactivate your account rather than having to re-purchase.

We know that Covid affected so many people, ourselves included and still is, hence offering a very good solution to make sure that you could regain access to your software within minutes.

We do feel that we were fair and made attempts to get resolved in the best way possible although appreciate that you feel we should give you access for free.

The offer to purchase our Life Time access as this late point is still there for you should you wish to get reactivated.

Kind Regards

Sarah
vanspace3D Support Team

Update due to further comment,

We would not make any customer pay for an update, it is for the company to ensure that their users are kept fully up to date to allow for updates in Windows and Macs.

Vastaus yritykseltä Vanspace3d

Päivitetty 23.6.2021

Hey Tim.

I do need to respond as it is essential to ensure that it is understood that we are not CAD software. We really do not advertise as such.

We provide templates so that you can create your living design in 3D for your van conversion.

You are quite right that CAD is expensive, some cost thousands, and it would be impossible to provide this for $19

That being said, we do want to bridge the gap between Living Design and CAD software for the Van Life community as we are so passionate about it.

We appreciate your comments, and whilst we understand that some may think Trust Pilot is the best resource for reviews, it is not. Our Socia Media shows all of the layouts that our customers are sharing with us daily and recommend that you take a look.

As for listening to our customers, we really do!

That is why we are taking the step to bridge that gap as mentioned above and are launching our V3 in a matter of weeks.

You can check out more information here https://support.vanspace3d.co/hc/en-us/articles/360020670337-V3-COMING-SOON-

Each new feature being added is because of our customers' suggestions. That is how much we really want to make our software the most valuable tool a van converter would have.

We love opinions, keep them coming, and hopefully, when you see the outcome, we will get the credit we deserve for creating exactly what our Customers are asking for.

I won't go on any further but have sent you a message via trust pilot as we really do not want you feeling this way.

Kind Regards

John
vanspace3D Service Team Manager.

Vastaus yritykseltä Vanspace3d

4.6.2021

Hi David,

Thank you for your review.

As you mention that you were aware that we do not offer a free trial prior to purchase I do need to address that using and then requesting a refund automatically is exactly this, attempting to use as a free trial.

I have been able to locate your account and can see that you did indeed log in to your software on multiple occasions and so we really can consider this used.

I have also been able to locate our communications with you and can see that our Support Team sent you a lovely response containing many helpful tips and steps to get you up and running

We also asked if it was possible that you were experiencing a technical issue that was causing features to perhaps not perform correctly for you. If you felt that you were we asked you to let us know what was happening but did not receive any further information. Our next form of communication from you was via this review.

I do understand that you feel that you want to spend time creating rather than getting to know all of the different features within the software however, it really is not possible to log in to new software and not have to spend some time 'learning'

I am sorry to see your review as with the steps provided by our Team, we really do only ask for an hour or two out of your time before you are flying.

We of course are always available to help and so if you do change your mind, please just let us now

We really are here to help

Kind Regards

John
vanspace Service Team Manager

Vastaus yritykseltä Vanspace3d

4.6.2021

Hey Jake,

Thank you for your review.

Unfortunately, I have not been able to locate any account in your name and so have not been able to review any previous correspondence with you. I have sent a message via Trust Poliot so that we can connect.

Our refund policy is clearly displayed on every page of pour website and so it really is important to read before ever making a purchase. I am sorry that you are not happy with this however it is an accepted policy once you make your purchase. There really is not anything unusual in it

https://www.vanspace3d.co/pages/refund-policy

I am not quite sure what you mean by ''The dimensions don't line up with anything in the van'' and rather than answer incorrectly I would appreciate if you could respond to the TP message just sent, this way I can make sure that this can be looked into for you

We are really clear that if you experience a technical issue that we can not resolve, we will refund in full.

I hope to hear from you soon

Kind Regards

John
vanspace3d Service Team Manager

Vastaus yritykseltä Vanspace3d

1.6.2021

Hi Chris,

Thank you for creating a review about Refund Policies, when it comes to the purchase of Digital Content as it is a really important topic. Certainly everyone should check any Companies policy before purchasing online.

This is why we display our Refund Policy on all pages of our Website and it can be read in full here https://www.vanspace3d.co/pages/refund-policy

One very important thing that you neglect to mention is that we will always refund in full if you experience a technical issue that we can not resolve, but we are going to try and by purchasing you do agree to this.

There are regulations and consumer rights to consider when making any Digital Purchase. When purchasing any kind of digital content, once it has been 'opened' you waive your right to a 14 day cooling-off period as the product is considered used.

This is very different to the regulations surrounding online distance purchases, online digital content purchases have separate policies.

So with software, once you have logged in, it is used.

Of course each company can then determine whether they would like to broaden their policy and offer refunds for certain criteria such as the length of time used etc.

This is where we are different.

As we are not a game and because a van layout can be created in under an hour if really needed, we are not able to offer a free trial. We are very clear about this.

As a Customer you could log in and use, create exactly what you needed, use the Camera feature to export ( or your own snipping tool for your layout images ) and then request a refund.

So once logged in, if you do wish to no longer use we are going to ask why and want to help with what ever it is that you need.

We provide our software in good faith, exactly as shown across our Website and Social Media platforms so viewers can make informed decisions before purchasing which should include reviewing any refund policy.

We have a great Support Team that are there to help all of our Customers and also investigate any technical issues that you may encounter quickly.

You don't mention if you are simply reviewing our Refund Policy? Or if you are actually a Customer who has purchased the software?

I have messaged you via Trust Pilot so that if you are a Customer who needs our Support you will then be in contact directly with our Support Team.

Kind Regards

Sarah
vanspace3d Support Team

Vastaus yritykseltä Vanspace3d

6.7.2021

Thnk Chris, this is a great review and for Trust Pilot where good things are seldom heard, very welcome.

We absolutely will make it smoother, faster and better with every update, we will email you as soon as V3 is available later in July.

We would love to see your design too!

Kind Regards

Sarah
vanspace3D Support Team

Vastaus yritykseltä Vanspace3d

14.5.2021

Hey Dan,

We are really sorry to hear that you feel this way.

Our software allows you to create 3D layouts exactly like this which would not be possible if it was as you have described

https://www.facebook.com/vanspace3DS/videos/2912697009011015

Can you get in touch as it sounds as though you are having an issue which I am sure is really quick to resolve for you and more than likely a simple adjustment of settings.

I have also messaged you via Trust Pilot and hope to hear from you soon

Kind Regards

Sarah
vanspace3D Support Team

Vastaus yritykseltä Vanspace3d

30.4.2021

Hey Alvaro,

Thank you for your review however it is absolutely worth contacting us in the first instance so that we can actually look at what is happening for you.

You mention that our software is basic yet others within these reviews state that it is too hard or too complicated so this is quite strange for us.

Does basic mean easy? If so that is great news as everyone can use our software.

Or does it mean that you have not yet understood all of the different features that enable you to create layouts exactly like these, these could not be created if only basic functions were available.

https://www.facebook.com/vanspace3DS/videos/4581745058521383

Writing a review before even contacting a Company is something that we can not understand, we have a great Support Team who are ready and waiting to assist with anything including making sure that you know how to use our software to it's full potential.

As for going back to the 90's, again this is not something that we can understand, the videos above show how great your layout would look and this certainly does not sound like what you describe.

Is it possible that you have downloaded our original v1.2 rather than the recommended v2 ? I ask as this could be considered quite retro looking but still remains that preferred choice of many of our professional van builders.

We would love to talk to you further as something is not quite right here, after making a purchase surely speaking to the provider if not happy is the most important step to take.

I have sent you a message via Trip Advisor in the hope that we can open up communication with you, we want to make sure that you are not having a Technical issue and also discuss your comments so we can make sure you know the full potential of what you can create.

Kind Regards

Sarah
vanspace 3D Support Team

Vastaus yritykseltä Vanspace3d

30.4.2021

Hey Norbert

Thank you for your very honest review, we really do appreciate this.

Can I fist just provide you with a link to our Knowledge Base as this is where you will find many Help Guides and full Tutorials to help you - you also have a direct link to this within your online account by using the SUPPORT Tab.

https://support.vanspace3d.co/support/home

Practice does indeed make perfect and so it is great to hear that you spent some time learning the features, I do also have some good news for you

You don't have to press lots of keys to move around, you can use FREECAM and Hotkeys, this guide will give you further information

https://support.vanspace3d.co/support/solutions/articles/63000261594-free-cam-hot-keys-and-short-cuts-

As for the Custom Van , we are adding more dimensions for you in our next update so that you will be able to insert every single slope and corner that you need. This Help Guide will provide more information about what else is coming

https://support.vanspace3d.co/support/solutions/articles/63000262115-what-is-coming-next-in-v2-10

As for Blue Prints, we do want to keep our cost low and not have to increase so that we can add more technical elements when we are a Living Design software.

That being said I can confirm that we are going to be including a feature that will provide you with the dimensions of all objects used within your layout at the touch of one button rather than individually as is now.

Kind Regards

Sarah
vanspace3D Support Team

Vastaus yritykseltä Vanspace3d

30.4.2021

Hey Dan,

Thank you for your review it is much appreciated.

You certainly have got used to using the features if able to create your initial layout within 30 minutes and we are always happy to receive suggestions of features that you would like to have in the software.

Just touching upon what you have mentioned, we are not going to be able to provide a Semi Transparent van template as they are provided to give accurate Cargo area dimensions for the internal layout, and of course to look great cosmetically from the exterior

With most van conversions there are going to be objects that you want to be able to view from inside and outside such as Windows and Vents etc. This is why the van walls allow you to push things through so must remain as they are and these walls will either toggle on or off.

What we can suggest is if wanting to map out your specific door area internally, then to use the 3D Shapes as these can then show where your door will rest when open and closed and allow you to build your layout with this in mind

https://support.vanspace3d.co/support/solutions/articles/63000241681-using-the-3d-shapes-to-create-what-ever-you-need

Just one last thing, our V2 is no longer a Beta version and the title is an oversight on our part, this will be removed in the next update when many new features are also being added including layering. You may find that creating the sliding door using the 3D shapes with the new layering feature will give you exactly what you need

https://support.vanspace3d.co/support/solutions/articles/63000262115-what-is-coming-next-in-v2-10

I hope that this helps

Kind Regards

Sarah
vanspace3D Support Team

Vastaus yritykseltä Vanspace3d

Päivitetty 27.4.2021

VANSPACE UPDATE 27-04-21

Thank you Ben for for updating your review to reflect the assistance that we have provided so far, rest assured we will continue to investigate this and come straight back to you once we have got to the bottom of it.

In the meantime we were more than happy to refund in full as per our refund policy as this was a Technical issue that we could not resolve. Yet!

Can we also thank you for your co-operation, it has been a pleasure speaking with you

-----------------------------------------------------------------------------------------

We are now in contact with Ben who contacted us with an issue when ever attempting to log into our software received the error ' Connection to server failed. Unable to verify version '

Further information can be found here

https://support.vanspace3d.co/support/solutions/articles/63000259344-connection-to-server-failed-unable-to-verify-version

The software will produce this error to advise that the users system is not able to establish a connection and not that our Server is having an issue. We do not have many users experiencing this and most are resolved very easily by recommending to use wifi and not hot spotting.

Our most recent case prior to Ben was attributed to a specific .de ISP and was resolved with the ISP and all .de users that were affected are now able to connect.

If the error persists then it seems to be connected to an issue at the user end with either permission settings, ISP settings or a clash with another software

Ben had emailed us on 3 occasions and all were responded to within 24 hours however Ben could not locate

After contacting us via Facebook 2 days ago we were able to show that we had been responding and suggested using Messenger

We have completed some trouble shooting with Ben and have offered to continue or provide a full refund as per our Refund Policy that states that we will always refund in full if a customer experience a technical issue that we can not resolve.

Once Ben lets us know how he would like to proceed, we will ask that he amends his review accordingly.