Vanspace3d Avaliações 

Resposta da Vanspace3d

Atualizado em 15 de jun. de 2022

Hi Steve, Thank you for your review.

On every one of our landing pages, we let you know that we have 170+ pre-made templates available, plus a Custom Template generator

We add popularly requested templates regularly however, of course, we are never going to be able to provide every singe model. That is why the Custom Template Generator is available.

You can enter your specific dimensions as well as create the curves and slopes of the walls, the option to add a front cab is also given.

I have spoken with you and recommended the Custom Template Generator after reviewing your models details, there are no unusual curves or modifications that would hinder you in any way.

Because you are not hindered to create what you need and are not suffering any technical issue, per our refund policy, a refund is not applicable.

We have provided you with exactly what is described and given guidance on how to proceed.

If you have any issues creating your own template, just let us know and we can advise further.

Kind Regards

Sarah
vanspace 3D Service Team Manager

Resposta da Vanspace3d

Atualizado em 4 de jun. de 2022

Hi Vivian, thank you for your review.

Our refund policy can be read in full here https://www.vanspace3d.com/refund-policy and is very clear that like many other software, we do not offer a free trial.

Once you have logged in, if you suffer a technical issue that we can not resolve, we refund in full.

Finding too hard to use is not reason to request a refund, this is purely down to your lack of knowledge about the features and our support team are fantastic at providing guidance where ever needed.

I have spoken with you personally and requested the following information which you have not yet provided

1. What issues are you having specifically? Or areas that you need the most help?
2. Is there a specific model or design you want to create? Please provide the model details.
2. If using Mac Mac ?
3. If using Windows ?
4. Don't forget to include any screenshots if you think they will help us understand your concerns better.

Our software is absolutely user friendly however, some will require more time than others initially.

I appreciate that you feel a refund demand should be honoured imeadiately and do not have to provide specific 'return' details however, we will require the information requested. It helps us to determine if you are potentially experiencing a technical issue too.

Again this is inline with our refund policy that is available to you on every page of our website, landing pages and also during your purchase process.

I do hope that you will now provide the details required.

Kind Regards

Sarah
vanspace 3D Service Team Manager

Resposta da Vanspace3d

10 de mai. de 2022

Hi Aaron,

It is great to hear that you have been enjoying our software, thank you for your review.

Our software needs no previous experience but we totally agree that previously working in a 3D space could only accelerate the learning curve.

It is the same with any new game or software, there will always be a need to get to know the features.

We work hard to make sure that we can welcome every one in the best way possible and get them off to a flying start - with no experience at all needed.

We would love to see the designs that you are creating so please feel free to get in touch and share them with us.

Kind Regards

Team vanspace 3D

Resposta da Vanspace3d

Atualizado em 15 de abr. de 2022

Hi Sergio,

Thank you for your review however, I have been speaking with you directly via email over the past week.

You initially contacted as you were not able to download, I provided an alternative download link and you have since logged in.

I appreciate that there is a language barrier and have suggested that we speak in Live Chat where we can support you in any language in a live situation. You have continued to respond in email, and we have replied every time.

Let me address all that you have mentioned as this seems to be a lack of knowledge of the software features.

There is no way:

- to align anything

There are multiple features for this. When placing any object, the grid is available to align with an existing object. Once placed, world space and 2D mode are available also.

You will find multiple helpguides covering every feature on our help centre https://support.vanspace3d.com/hc/en-us

- to match edges or whatever

This would be covered in the above answer also. When placing any object, you are also able to highlight which existing object that you would like to match the edges to

- to modify the van templates

All pre-made templates templates can be adjusted dimensions wise, or you can create your own from scratch.

You are not able to modify the initial exterior appearance of a template as it is a solid 3D mass however, you are able to make additions to it.

- to modify the existing elements

All objects contain multiple elements that can be adjusted separately. We also provide 3D shapes that you can use to modify existing objects, or create your own.

- to save a file and open it again and no finding modification I did not do

I am not understanding this but in my last response via email, I requested further information about any issue that you were having.

- to hide elements which may disturb on a given view

This one we would describe as layering, this will be re-added in our coming update v3.06 as it has been significantly updated.

It is important to recognise that within our email conversation, you have not mentioned any of the above which is a shame.

We are here to make sure that you are using the feature that is best for the action you wish to take, and also to make sure that you are not experiencing a technical issue.

I have requested some more information from you in my latest response.

Kind Regards

Sarah
vanspace 3D Service Team Manager

Resposta da Vanspace3d

14 de abr. de 2022

Hi,

What you are describing is a technical issue and you should be in contact with our support team to resolve this.

Have you contacted us?

Our refund policy clearly states that should you experience a technical issue that we can not resolve by way of support or update, we will refund.

Software lagging is not usual, this would be down to the system that it is running on. We would go through some troubleshooting steps with you, locate the cause and advise how to resolve.

Off centre is hard to understand however may be down to the screen size, adjusting would be the first step. Display issues are very easily resolved.

Our software will automatically adjust to the appropriate resolution/screen size on opening however there are a couple of things that may stop this from happening.

A. An off brand monitor that it can not recognise
B. Permissions on your system that do not allow the software to 'read' the information that it needs.

Our support team should always be your first step rather than a review, I have sent you a message via Trust Pilot so that I can put you in touch with them.

Kind Regards

Team vanspace

Resposta da Vanspace3d

11 de abr. de 2022

Hi Bob,

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

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

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

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

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

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

Our software is absolutely fit for purpose, proven.

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

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

Kind Regards

John
vanspace 3D Service Team Manager

Resposta da Vanspace3d

21 de mar. de 2022

Hi, Thank you for your review.

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

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

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

Kind Regards

Team vanspace3D

Resposta da Vanspace3d

Atualizado em 18 de mar. de 2022

Hi Jve,

Thank you for your second review.

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

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

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

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

As soon as you do we can advise further.

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

Kind Regards

Team vanspace3D

Resposta da Vanspace3d

Atualizado em 16 de mar. de 2022

Hi, Thank you for your review.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

This is why companies make them transparent and available.

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

Kind Regards

John
vanspace3D Service Team Manager.

Resposta da Vanspace3d

18 de mar. de 2022

Hey Dan,

Thank you for you review.

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

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

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

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

Kind Regards

Team vanspace3D

Resposta da Vanspace3d

14 de mar. de 2022

Hi, Thank you for your review.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Kind Regards

Team vanspace3D

Resposta da Vanspace3d

9 de mar. de 2022

Hi Jve,

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

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

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

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

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

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

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

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

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

Kind Regards

Sarah
vanspace3D Service Team Manager

Resposta da Vanspace3d

18 de mar. de 2022

Hi Jay,

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

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

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

Kind Regards

Team vanspace3D

Resposta da Vanspace3d

Atualizado em 24 de fev. de 2022

Hi

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

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

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

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

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

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

Kind Regards

Sarah
vanspace3D Service Team Manager>

Resposta da Vanspace3d

Atualizado em 23 de fev. de 2022

Hi James,

Thank you for your review. We do appreciate all.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Kind Regards

Sarah
vanspace3D Service Team Manager

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

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

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

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

Resposta da Vanspace3d

15 de fev. de 2022

Hi Jan,

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

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

If you ever need anything else, just let us know

Kind Regards

Team vanspace