Vanspace3d Avaliações 

Resposta da Vanspace3d

16 de abr. de 2021

Hi Koen

I just want to post our last response to you to show how 'unhelpful' we have been.

You did indeed contact us showing an issue with the exterior of a Bus template when creating to your own dimensions - this has occurred as the dimensions that you needed to use were vastly shorter than the dimensions of the Bus template that you selected as the Base Model.

Whilst the exterior did not have a great appearance this at no time affected your ability to design your internal layout.

You will note within our response the following

The exterior appearance issue was acknowledged.
Conversations were held with our Development Team initially to report the issue and then to resolve the issue
We advised what we would do to resolve the appearance within our next update
We advised that you could continue to work on your layout in the meantime
We advised that once the update was released we would transfer your saved layout to the new template so that exterior cosmetic issues no longer remained

We apologise that you feel that this response was an unnecessary long email referring to our policies and guides but we disagree.

Prior to this email we had responded twice, the first to let you know that we had received your verbal explanation of an issue that you were facing, details of our Refund Policy and a request for further information about what was happening, your system details and a screenshot to show us what was happening on screen

The second was to thank you for providing the information as we requested and to let you know that we were going to refer to our Development Team for resolution and why.

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Hi Koen

Apologies for the delay in coming back to you.

I was just waiting for confirmation of a new feature to be added in our next update as a result of the issue that you have had, I have now just received this from our Development Team.

When selecting a Base model if wishing to create a Custom Model, the wheel base dimension will not change as the template is a solid mass and will be as stated in the Help Guide Model Templates and Dimensions v2

This would not normally cause any kind of cosmetic issue as a user would select a Base Model very close to their own dimensions however, you have located an issue when wishing to create a shorter Bus than the templates that we already offer.

We specifically focus on the Cargo area as this is where your floor plan will be created and so the appearance of the exterior is purely cosmetic. What has occurred with the dimensions that you have used does not affect the lay out that you are able to create.

Wheel arches can be created with the 3D shapes provided so that internally you are able to map out where these will be and build around if needed although with many buses, this is not a factor.

As we do appreciate that cosmetically it does not look great when your dimensions are shorter than the models wheelbase, we are going to add a new feature to our Custom Models in our next update v2.10

This will allow you to create the Cargo area dimensions without having to select a Base Model, then for cosmetic reasons only a front cab will be able to be chosen so that you will have a better exterior appearance

So for the moment, please continue with your layout within the dimensions that you have created. Once our update is available we can then help create a new Custom template and amend your saved van so that it will open within a new template as described above.

To do this could you please provide the following information of the exact model that you are attempting to create, this can also then be added to our model suggestion list and if a popular request, will be added in an update also

Please fill out the New Model Request form by clicking here

Once our update is available, you can then provide us with your saved vandata file and we will make the amendments needed according to the dimensions that you will provide us above.
​
Locating your Saved vandata Files on Mac
Locating your Saved vandata Files on Windows

As soon as our update is available to download we will email to let you know and then expect the vandata file from you.

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Bugs will be located in all softwares and we are very fast to act and will give accurate information on what and when this will happen.

We will always refund if you suffer a Technical issue that we can not resolve however this was not one of those occasions.

With regards to our software being basic, you will note other 1 star reviews say it is too complicated and so which one could be right? This is more than likely down to your personal preference of how you think our software should behave or have not yet got to know the many different features available to you.

We have a great Support Team as well as Tutorials and Help Guides that we can provide you with, many new features being added in our next update as requested by our users with new suggestions being reviewed all the time.

If you would like to let us know which features you feel are missing, please just let us know and we will gladly advise further.

Kind Regards

Sarah
vanspace 3D Support Team

Resposta da Vanspace3d

12 de abr. de 2021

Hi Tomek,

Thank you for your review, believe it or not we appreciate every single one.

You have quoted our Refund Policy correctly however you have missed quite an important part where we will always refund if you experience a technical issue that we can not resolve.

We display our software in action over all of our Social Media Platforms so that you can see exactly what it does.

With regards to not offering a free trial, again this is correct as you can create a layout in under an hour if needed, by the time the free trial had ended you could have created multiple layouts, and have no need to then purchase our software

We also do not want to provide a software full of annoying Adds that disrupt your designing.

Our software is a valuable tool to help you visualise your floor layout in 3D, we are not a CAD tool and do not portray ourselves to be at any time.

There are reviews here stating that our software is too complicated yet you state that it is too basic so how should we take this information when that is quite obviously down to the users own skills and preferences.

What we do is take on board all comments hence introducing a brand new UI in our next update where you will be able to make it as simple or detailed as you the user likes.

We are unique as we focus on Van Conversion and I do not think that you have considered that unlike simple Living Space Design software, we are not dealing with simple square walls here. We also have to account for objects that a user needs to show both internally and externally which you would not be wanting to do if using a simple tool to design a new Bedroom.

There is no reason to have a bed floating in the middle of the van however, it is up to the user to place where they would need it to be and adjust the dimensions according to their layout. Standard sizes are rarely used in Van Conversion and so this option needs to remain, we do recommend placing your objects using the 2D Mode for accuracy

Each object is surrounded by a red box when placing so you are guided when nearing another object, I believe that you would prefer this to be a snap into place however that would not be beneficial when wishing to insert one object into another for example, placing a Microwave or Fridge in a Cupboard.

What we are introducing in v2.10 is Layering so this will make this process easier.

As for objects in the Item Library, all those within the software are the most popular requested with another 60+ being added in v2.10 - What I do not think you have realised is that you also have 3D shapes available to you to create any object yourself just like we do in the many layouts that we share weekly

If the software was as you describe, we would not be able to create what we do and neither would the many users that share their designs with us

You can view many examples here

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

So just to clarify, after viewing all the different layouts above you will see that we provide exactly what we state and display, a valuable 3D software tool that allows you to visualise your layout in 3D

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

Atualizado em 5 de abr. de 2021

Hey

Our software does work perfectly on Mac. Our entire office are Mac users and all Tutorials are created on Mac.

We do not have any issues with the Custom Van Generator, measurements or other things you have raised

If you are having issues with controls not performing for you then this would be something that we would need to look into for you. Is it possible that you are using an out of date OS or have upgraded to Big Sur too soon?

Please read about Big Sur here

https://support.vanspace3d.co/support/solutions/articles/63000261617-big-sur-users-important-information

We have thousands of Mac users not experiencing what you describe, including myself and so if you have not yet contacted us we would urge you to do so - I am not able to locate an account with the name that you have used and so have sent you a message via Trust Pilot so that we can communicate further

We would need to know further details about your system to begin with and then look at where the issue lies.

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

Atualizado em 24 de mar. de 2021

VANSPACE UPDATE 24th March 2021

We are very pleased to have resolved this for the Customer by way of a full refund.

After getting in touch we were able to review a 7 month old conversation where indeed there was a misunderstanding between the Ford transit Custom model and being able to custom a Ford Transit

I can see very clearly that both Customer and Agent believed that they were conversing on the same topic due to the responses given by both.

We have not been able to locate the original post that the Customer informs us was where he originally understood that this template was included. It is very possible that it was in reply to a question and may have been amended since if noted that had been answered assuming the topic was referring to our Custom feature.

R.B did raise this again in the last few days in our Facebook Community however unfortunately as this was in replies and vanspace was not tagged we would not receive a notification so that we could respond. Please always tag us if a comment is directly to us so that we can locate ASAP.

The Customer continued to use the software however due to the explanation of why and also the original nature of reason for purchase, we feel that a refund has been due and have already actioned this.

With regards to unhappy Customers mentioned, with thousands creating fantastic layouts we do not have many reviews at all and have gained very valuable feedback from the legitimate ones here.

Those who are enjoying our software feedback to us often how impressed they are with the amount of hard work that we put in to create bigger and better updates all of the time. whilst listening to our Customers.

We also get an awful lot of enquiries about the reviews seen here with encouragement and tales that our responses have been seen in a very positive light resulting in purchasing the software. This lets us know that we are doing things right

Finally, we have never and will not ever delete or amend a response to a review. We only add updates.

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Hi

We do not have any reported bugs within our v2.09E that would have any affect on creating your layout.

We actually provide a full list of all templates and their dimensions included within our software where ever needed and so it is not possible to mis sell this , the list is accurate and up to date - have you spoken to us about this as this sounds very very strange?

Bulkheads can be removed within our software with every template that we provide, we have no reported templates where this does not happen - Have you spoken to us about this?

The focus is on the Cargo area where the important layout is created with the front cab not being interactive as it forms part of the 3D van template. That being said it can be adjusted to LHD or RHD with one button

As what you are describing does not seem to be anything that we are aware of we would love to talk to you further as even though you do not provide your name, we would remember any contact with what you mention.

I can assure you that if you had been told a specific model was included but then was not, we would have refunded immediately.

I have messaged you via Trust Pilot in the hope that you will explain further

Kind Regards

Sarah
vanspace 3D Support Team

Resposta da Vanspace3d

20 de mar. de 2021

Hey Chris,

We have received two emails from you and have responded to both but have not heard from you, is it possible that you have not located them?

Your initial email stated the following

''We went through the entire process of downloading and starting things up. At the point where we wanted to open and download the pdf ‚‘the $4984 Van Conversion breakdown’’ and also the '‘14 Odd tipps’’, we had no permission to open and download. We bought the product with lifetime access and have no chance to get it?''

vanspace does not not to give permission to read these as you have full access once added to your account, this would be a setting on your system and so we can help with this but would need further information of the error that you have received. Our first thought on this was Anti Virus.

You did not respond to this but sent a second new email stating the following

''It has a lot of bugs, wont save, and we couldn't really plan our van cause, there are not many options to do so. A major problem is the distance of the Wheel Wells. You can not spread them apart, to position them on each side''

We responded accordingly letting you know that it sounded as though you were using the v1.2 online Lite version which will not allow you to save, we also think this as in the V2 you are able to custom the wheel axles.

Reading your review now just confirms this as you mention not being able to download and so this is what we have been attempting to assist you with

With the limited information that we have so far from you and baring in mind that we have not been responded to with any further information that we have requested - we would like to look at the following for you

What OS you are running ? We think possibly Mojave which really does need updating
What is the exact error that you receive when accessing Bonus Materials?
What is the exact error message when downloading our V2?

Once we know this we can get you up and running.

I have sent you a message via Trust Pilot in the hope that we will have a better line of communication as just a few setting adjustments will provide you with full access

If you can not locate, please contact us via Facebook Messenger as that would not be affected by your Spam filters.

We look forward to hearing from you

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

10 de mar. de 2021

Hey Joe,

Thank you very much for your really honest review.

I am sorry to hear that you had initial logging in issues and while we have made the process as simple as possible we do understand that having two passwords can cause some frustrations - we are reviewing this continuously.

I haven't had any other reports about a van being lost when Auto Save is activated but we do recommend that this is only used as a Safety net - It is best to manually save your layout to the original file certainly before closing your session and even through out the session

This way you are not cluttered with Auto Save files every 10 minutes as by saving manually at the end of the session you can then delete all autosaved files

I will pass your very kind comments over to Michelle and Will as you are absolutely right in what they are providing their much loved Van Life Community.

As for teething problems, just let us know what is happening and we will jump straight on it as always

Kind Regards

Sarah
vanspace3d Support Team

Resposta da Vanspace3d

Atualizado em 13 de abr. de 2021

VANSPACE UPDATE 13-04-21

Thank you Stuart for updating your review

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

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

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

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VANSPACE UPDATE 08-04-21

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

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

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

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

We will always ask for further information .

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VANSPACE UPDATE 01-03-21

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

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

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Hey Stuart

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

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

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

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

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

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

Kind Regards

Sarah
vanspace 3D Support Team

Resposta da Vanspace3d

19 de fev. de 2021

Hey Berfin,

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

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

Kind Regards

Sarah
vanspace3d Support Team

Resposta da Vanspace3d

19 de fev. de 2021

Hey Nick !

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

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

Hope to hear from you soon.

Kind Regards

Sarah
vanspace3d Support Team

Resposta da Vanspace3d

19 de fev. de 2021

Hey Shane !

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

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

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

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

Kind Regards

Sarah
vanspace3d Support Team

Resposta da Vanspace3d

4 de fev. de 2021

Hey Amanda,

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

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

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

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

4 de fev. de 2021

Hi Felix,

Thank you so much for your honest review.

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

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

Thank you again and happy building

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

Atualizado em 4 de fev. de 2021

vanspace3d update -

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

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Hey Florian

We do.

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

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

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

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

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

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

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

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

7 de jan. de 2021

Hey Marcell,

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

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

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

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

Atualizado em 14 de jan. de 2021

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

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

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

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

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Hi Dorottya

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

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

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

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

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

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

Kind Regards

Sarah
vanspace3d Support Team

Resposta da Vanspace3d

28 de dez. de 2020

Hey Preston,

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

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

1. We do not give any details away EVER.

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

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

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

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

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

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

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

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

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

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

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

I look forward to receiving this from you

Kind Regards

John
vanspace3D Service Team Manager

Resposta da Vanspace3d

28 de dez. de 2020

Hey !

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

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

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

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

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

14 de dez. de 2020

Hi

Thank you for your review

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

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

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

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

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

We look forward to receiving this information from you

Kind Regards

Sarah
vanspace3D Support Team

Resposta da Vanspace3d

7 de dez. de 2020

Hey Gabriela

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

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

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

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

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

Kind Regards

Sarah
vanspace3D Support

Resposta da Vanspace3d

Atualizado em 2 de dez. de 2020

Hey Jim

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

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

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

Your query is as follows

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

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

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

Kind Regards

Sarah
vanspace3D Support Team