Vanspace3d レビュー 284

Vanspace3d からの回答

2023年4月21日

Hi Chris,

Thank you for the review however you did not purchase a lifetime licence, you purchased a one-year licence.

The lifetime licence add on was presented to you on screen and was not selected.

To repurchase a one year licence at the moment is $27 so I am unsure where you have got the figure of $59, unless you are looking at Business licences?

This is not deserving of a one star review but sadly is allowed by Trust Pilot even though the information reviewed is incorrect.

It is also a great shame that you have not been able to accept the original information that we have provided you with, as you had been enjoying using the software and had some bonus free time also.

The one year licence at your time of purchase was $19, the Lifetime add on was an addition $8 if selected. Your receipt reflects your purchase of $19

Kind Regards

Sarah
vanspace 3D Service Team Manager

Vanspace3d からの回答

2023年4月17日 に更新

Review translates as

Every time there is an update, it becomes impossible to open its files. You still have to contact vanspace again and again to find a combination to make it work...it's very annoying, I really regret my purchase.

Hi R&B

Thank you for the review.

This would not be a software issue as it is just a straight up app that you download.

If needing to reset permissions on your system every time that you update, this would lie in the settings of either your Firewall, Antivirus or both.

The exclusions required never change and so once inserted correctly, would only need be done once.

I don´t have enough to go on to search for your account so please get in contact via live chat during Business hours and ask to speak to John in the Service Team, I can then go through this with you once and for all.

Kind Regards

John
vanspace 3D Service Team Manager

Vanspace3d からの回答

2023年4月4日

Hi Richard.

Thank you for your review, we appreciate that you were unhappy with an issue that you experienced.

After being able to confirm this as a bug within v3.061, we have released v3.07 to resolve this and you were informed of this via email, which you have read.

Please update your software as advised so that you can continue to enjoy your software.

Updates are usual to resolve any bugs that may develop and whilst frustrating, are to be expected.

Kind Regards

John
vanspace 3D Service Team Manager

Vanspace3d からの回答

2023年3月9日 に更新

Hi, thank you for your review.

Since launching in January 2020 we have received 219 Trust Pilot reviews, which equates to less than 2 per week out of the hundreds signing up daily.

75% of reviewers here have selected a one star for multiple reasons such as the most basic password reset email not being located ( very easily resolved ) to finding the software, too hard, too easy, too basic, too technical and many other contradictory reasons.

There have also been genuine reviews that have needed us to look into and we have been in touch to resolve any technical issue being experienced.

7% rewrite their reviews when we have been able to resolve their issue, 93% don´t.

Some reviews here are reviews of reviews without ever using our software, which is bizarrely allowed with Trust Pilot.

Trust Pilot really isn't the place for digital content providers, you only have to look at Apple and Microsoft reviews here. Thats whey we do not place any faith in the scoring system at all.

What we do concern our selves with are the comments and feedback as it is very valuable.

Our software has been created for those embarking on their first van conversion, needing to be able to try out multiple layouts but with out any 3D design experience at all.

Thats why you may think our software appears basic, it is supposed to and with the real feedback that we receive from people using it right now, we know that they are finding it an invaluable tool.

What you haven't mentioned is that it is packed with features, the same ones that were shown to you when you were going through the purchase process.

You watched a lengthy recording of the software in action creating a layout which could not have been missed, you can not go on to purchase without seeing it.

This was created using the exact same software that we supplied you with so it is impossible for it to look any different.

Our Facebook group is called Vanspace 3D Community, there are a few other groups not connected to our company called Van Space, that we have no control over. Our Community is a great place with many layouts being shared by our users.

I am sorry to hear that you had issues creating a template and am not sure if you had contacted us about this?

If so we would have asked for more details about your model, and let you know if it was possible.

I would like to take a look at any communication that we would have had with you, to make sure that your concerns were dealt with correctly. I have sent you a message via Trust Pilot so that we can get in touch.

Kind Regards

John
vanspace 3D Service Team Manager

UPDATE

Our software is indeed packed with features that were not available in 1985, and allows you to create mirrors or any other object required, adjust any object including a fridge to your required dimensions ( or create your own ) use 2D mode, grab and snap, the grid and world space features for alignment.

To clarify; a mirror can be created out of 3D shapes easily

Cat beds have been a popular request, mirrors have sadly not hence not being a premade object

We would also have loved the opportunity to give more in-depth help on how to make use of the many features, as it does seem that you have been limited greatly without knowing exactly how to achieve what you want.

We also have many great reviews on the platforms that you mention, every single review no matter what are valuable to us, we are also in a great place to understand what our users need and want v what they are achieving at the moment (fantastic layouts)

Our support team are experts in the software and should we have been aware that you were stumbling due to features that you were not aware of, we would have been able to help sooner.

Great news that you are now in touch and we have all of the information that you have written here, it means we can now provide accurate information and guidance which was not possible previously based on the information initially provided.

Vanspace3d からの回答

2023年2月28日 に更新

The reviewer has not responded to any communication attempts via Trust Pilot.

Hey Set Dnas.

This sounds very strange as a refund will always be granted if software login has not occurred.

We also never delete an account unless a refund has been provided, otherwise account access naturally closes at the end of the purchased period.

You mention error messages which would only appear if having issues downloading or logging in, both would mean that software access did not occur and so you would have been fully entitled to a refund.

I would like to look at all communication that we have received from you however we do not have any account created under the name of Set Dnas.

I have sent you a message via Trust Pilot so that you can confirm your account registered email address and locate your history with us to date. I can then resolve what ever has happened.

Kind Regards

Sarah
vanspace 3D Service Team Manager

Vanspace3d からの回答

2023年2月7日

Hi Logan.

Thanks for getting in touch.

Providing our software has been supplied exactly as shown and described, you have logged in, and you are not suffering any technical issue, a refund would not be available.

We advertise 3 ways to create a `personal template and this is what we have provided. You have not been hindered in any way to create one and we have made specific recommendations to you regarding making a small adjustment to a pre-made template, which you have refused.

Stating that you only wished to use one of the three options is not reason to request a refund, that is your personal preference.

We haven't disrespected you in any way, we have provided our software in goodwill exactly as requested during your purchase and you have all of the features needed to create an amazing design.

We have been very helpful indeed with all of the information and advice given, and we appreciate that your review is based only your expectation that a refund should be given no matter what, if you demand one.

Kind Regards

Sarah
vanspace 3D Service Team Manager

Vanspace3d からの回答

2023年2月7日

Hey Adelina, Thanks for the review!

Great news that you have been enjoying using our software like so many others sharing their designs with us on social media.

If you haven't already, tag us and we can share too, it gives our users great inspiration when embarking on their first layout.

Kind Regards

Sarah
vanspace 3D Service Team Manager

Vanspace3d からの回答

2023年2月7日 に更新

Hi, Thank you for your review.

vanspace 3D do not use user names and so unless your write your review using the name registered on your vanspace 3D account, we would not be able to locate it.

When logging into your software, you enter your email address which trust Pilot does not allow us to see within a review.

If we could offer a free trial that allowed a user to fully experience the software yet still need to go on and purchase a licence to complete their design, we would.

A layout can be created in under an hour if needed, multiple layouts within a 24 hour free trial period are possible so how could this be done?

A demo version that can not allow all features to be accesable? Thats not going to give a good experience. We know, we have tested many different options.

We understand that you may not be happy with this however, this is our policy, and as we do not wish to provide software full of annoying adverts, this policy will remain.

As for 14 day cooling-off periods being waived once software login occurs, this applies to all software as forms part of the regulations surrounding the purchase of digital content.

Trust Pilot is no place to find only real users' experiences with any software, not when 1 star can be given just because a free trial is not offered.

Head to Facebook and Instagram, where users right now are sharing the amazing layouts that they have created within our software, you can even follow their stories as they take their design and start their real life build.

Kind Regards

John
vanspace 3D Service Team Manager

Vanspace3d からの回答

2022年12月31日

Hi Derp,

Thank you for your review. Unfortunately, based on the name given here I have not been able to locate any correspondence that you may have had with our Support Team.

I think you may have not realised that our software is not developed for those with graphical design experience, which is very hard to learn and takes a long time. That would include Illustrator, not a cheap program at all.

Our software is dedicated to those who are embarking on their first van conversion, and without any design experience whatsoever. With provided Tutorials, help guides and Support, our users are creating amazing designs and sharing them with us on Social Media - Have you checked them out?

We don't think it is ugly, we think it is simple and as there is no other software dedicated to first-time van converters, not comparable to any other.

All of the functions needed to customise 3D objects to fit the individual van templates are provided but as you haven't mentioned what is was that you were unable to create, It is hard for me to determine where the issue lies.

I have sent you a message via TP so that we can be in touch and hopefully get to the bottom of the problem you have had.

Kind Regards

John
vanspace 3D Service Team Manager

Vanspace3d からの回答

2022年12月13日

Hi Rafael,

Thank you for your review, there seems to be a lack of knowledge of some features that we can advise upon.

1. The recordings of our software on our website are created using the exact same software that you are provided with, it can not be any different.
2. You can change the measurements from Imperial to Metric and vice versa in settings, found in the top toolbar
3. If using metric, you can enter or view your dimensions in MM
4. Without completing your wiring and plumbing, insulation, and paneling in your real-life build yet, furniture dimensions would not yet be accurate. The first stage is planning your layout and once the above steps are completed in your actual van, we advise to adjust the dimensions in your layout accordingly. Only then will these be accurate.
5. We advertise three ways to create your template. We do have 170 plus pre-made templates but all would need to be adjusted once the stages mentioned above are completed. We provide features to enable this as there is no way for us to pre-empt what methods and materials you would use, they all differ so much between conversions
6. Yes, our software is in English, as are all of our landing pages and advertisements. Our help guides can be translated into any language
7. Our software provides exactly what we describe and show, a visual 3D layout of your planned van conversion
8. We focus on the interface being as simple as possible as we want anyone without any 3D design experience to be able to use it. We appreciate that you feel it should be more technical however that is not what we wish to provide. We want to support those on their first ever van conversion and simplify it as much as we possibly can.

I have been able to locate a live chat that you had with a member of our support team and will follow up with further information and guides so that you can continue planning your layout as intended.

Kind Regards

John
vanspace 3D Service Team Manager

Vanspace3d からの回答

2022年11月21日

Hi Hugues, thank you for your review.

I have been able to locate your account and correspondence and can confirm the following.

1. You have logged into your software on more than one occasion
2. We do not provide a free trial, provide 3 ways to create your template, and are able to discuss templates prior to purchase at any time.
3. Logging in just to take a look is an attempt at a free trial, we advise not to do this.
4. The Vito is an available template and requires a small adjustment with some easy sliders for your particular model

a. We received your initial email on November 12th
b. Our Support Team confirmed receipt on November 13th
c. Our Service Team contacted you on November 14th
d. You responded on November 16th
e. Our Service Team replied on November 18th
f. You replied the same day

As we have provided the software exactly as described, with the advertised features to create your template, you have logged in and are not suffering any technical issues, a refund is not available.

Having looked through all correspondence and login history, I am happy that our team has dealt with your request per our displayed refund policy.

It is very easy to create your template, simply select the Vito and use the sliders in van settings to make any adjustments needed, I can see that our team has provided you with the help guides to do this.

Kind Regards

John
vanspace 3D Service Team Manager

Vanspace3d からの回答

2022年11月21日

Hi Paul,

Something does not sound right here as your software license is a one-off fee with every single feature included, there are no extra costs or limited areas at all.

You can use every single 3D object from within the Furniture Library in any template and so I am not sure what you mean by 'and still you can’t use every item/furniture'

The fact that you seem to think this and also say that ' It’s really bad to handle and not intuitive' sounds like a technical issue, possibly permissions not allowing the software to run its full features.

I am not able to locate your account based on only the name Paul and so have sent you a message via Trust Pilot, we hope to look into this for you very soon.

Kind Regards

John
vanspace 3D Service Team Manager

Vanspace3d からの回答

2022年11月16日

Hi Giorgetta,

Once you have logged into any software you waive your right to any 14-day cooling-off period and the software provider's refund policy then comes into play.

Finding too complicated is not a reason to request a refund and we provide so many different ways to help get you up and running as quickly as possible.

If you read these reviews below you will find some stating that our software is too simple, others have said too hard, so this is obviously down to the users 'technical' skills.

It is also apparent that some will skip passed the full recording of our software in action, being used to create a full layout with a vocal explanation, that is shown during the purchase process to absolutely everyone.

It is important to not scroll past so that you can view and understand exactly what to expect. We put it right at the top of every landing page so that it can not be missed.

With vanspace, you do not need any previous experience as we simplify everything and provide tutorials, help guides, and tailored support from our Support Team. That's what we are here for, to get you up and running.

I have located your account and previous correspondence that occurred in January 2022 when you stated that you 'expected something different'

You had also logged in and used the software on 10 separate occasions.

We requested further information specifically to understand if this was a learning or technical issue, your response determined that this was not technical.

We advised that as you were not experiencing any technical issues and had logged in, a refund was not available and provided you with multiple recommendations. We also requested more specific details about where you were 'stuck' so that we could tailor further support, which you declined to provide.

As the owner of the software license of course it is totally up to you how and when you use your software however, I would urge you to make the most of it and accept all of the support that has been offered.

Just let us know what you are wanting to design and we will take it from there.

Kind Regards

John
vanspace 3D Service Team Manager

Vanspace3d からの回答

2022年11月14日

Hi Jack,

Thank you for your review, I am sorry to hear that you have been disappointed.

We have thousands of users creating their layouts daily using our software and so our software must be useable, we need to look into why you feel completely different and what is happening there.

With regard to our popular ebook, we also get great feedback about this from our target users, those who are venturing into their first van conversion. Is it possible that you have knowledge in this field already?

I have been able to locate 2 emails from you that we have replied to request further information, as soon as this is received so that we can understand what the issue has been, we will be able to resolve for you.

Kind regards

John
vanspace 3D Service Team Manager

Vanspace3d からの回答

2022年11月15日 に更新

UPDATE

I have located your correspondence and can confirm that we have responded on both occasions. The notification that you are referring to is the ticket update confirmation, this is a separate email to the initial thread that all direct correspondence is in.

Please locate all emails from @vanspace3d.com using your mail client search, I would recommend also searching via your Junk and Spam folders.

Once located, please respond directly.

.....................................................................................

Hi, Thank you for your review.

It seems that the main issue here is that you have only used our software for 27 minutes and have not yet understood the many features available to you.

1. We provide dimensions for everything, the template, the objects that you will use, and the objects that you can create.

All information is shown in the Transform box, at the top of your sidebar

https://support.vanspace3d.com/hc/en-us/articles/4406578911121-Overview-of-object-movement-scaling-and-rotating-functions-

2. You are able to remove the bulkhead using the toggle in Van Settings

https://support.vanspace3d.com/hc/en-us/articles/4407943414545-Toggle-Template-Walls-Roof-Bulkhead-and-Seats-

3. You CAN create your own objects, or customise the existing 300 plus that we provide, you are not limited to only items within the library

https://support.vanspace3d.com/hc/en-us/articles/4406449055889-Create-your-own-objects-with-3D-shapes-

4. We provide 3D people and pets that you can place within your layout, these were added as requested by our customers.

5. Logging into a software waives any consumer's rights to a cooling off period, this forms part of regulations surrounding the purchase of digital content.

Our development team has created fantastic software that is helping so many of our users realise their conversion dream. The software provided is exactly as it is shown to you during your purchase where the founder Will, creates a full layout and explains all of the features used to do so.

If your software does not perform exactly as it is shown, we would of course want to investigate this for you.

I have not been able to locate any correspondence based on the details provided so far, I have sent a message to you directly via Trust Pilot and hope to connect with you very soon.

Kind Regards

John
vanspace 3D Service Team Manager

Vanspace3d からの回答

2022年10月3日

Hi Indie,

Thank you for your review, you really have hit the nail on the head and we feel that 4 stars is the perfect score!

Why not 5? Because we have much more we want to add and your feedback is so important to us to help us get there.

We have many new items being added over the next few updates, as well as new features that will allow you to create and save your own items too.

Materials... we are working on making it easier to request, suggest new ones and adding them very quickly for you.

We also have a sharing platform on it's way so if you have not yet had the chance to create something, it is more than likely someone else would have and is happy to share with the vanspace community.

As much as no experience is needed, of course a new user should expect to watch some tutorials and read the many help guides that we provide, we are working hard to create more interactive tutorials too.

Thanks again Indie, would love to see some of your layouts!

Kind Regards

John
vanspace 3D Service Team Manager

Vanspace3d からの回答

2022年9月28日 に更新

Hi Jen,

Thank you for your comments.

We actually receive a huge amount of interest in our software from those who read these very same reviews and are able to see that the majority of genuine 1 star reviews, are from those who simply refuse to provide requested information and believe that writing a review will force a refund situation.

In a nutshell, those who wish to bypass a very clear and available refund policy, and those who are attempting to use as a free trial.

Technical issues can occur of course, not all systems are set up the same although we very much wish they were!

We know how our software works and so when any one experiences anything different, it is down to the system it is being used on.

All users are provided with the exact same software, should there be an actual software bug or issue, every single user would experience it, it would be added to our bug report, and resolved by way of an update .

If one user experiences an issue while others do not, we need to look at the users set up to resolve for them.

Sadly that is where some feel, as yourself, that we are not taking responsibility. This is utterly incorrect.

Once all requested information is received, we will tell you how to resolve so that your software performs exactly as described and shown.

If we can not, we refund in full.

Wanting to miss out the middle bit with us, refusing to allow us to investigate and resolve is not acceptable. We are actually legally bound to investigate and resolve once software login has occurred,

Of course many of the views are completely genuine and written for the right reason here. We love to hear actual real life experiences with our software here, good and bad.

Feedback is brilliant, it helps us grow, make improvements and introduce requested new features.

We do appreciate your feedback too, however it is not about our software.

For true reviews, check out our social media where users are sharing their fantastic layouts created in the software daily.

These make us incredibly proud and tell us that we are doing it right.

As for our customer support team, they are amazing! Get in touch and have a chat, they are knowledgable and eager to help with anything that you need.

Kind Regards

Sarah
vanspace 3D Support Team

UPDATE: Reviews based on any experience with our Support Team are rightfully positive, they are a fantastic team and should you ever have any dealings with them you would agree.

Your review is not based on a CS experience, but a review of review responses.

This is quite unusual and although you may feel differently, our reviews create a high amount of interest in our software.

Whilst this is something that you obviously feel very strong about, it is important to understand that our responses will always provide factual information relating to software use.

We recommend if ever experiencing any issue as a software user, to contact our team directly and provide the information that will be requested in full so that our team can help resolve ASAP.

Vanspace3d からの回答

2022年9月22日

Hi, Thank you for your review and question.

It is great to hear that you think our software app is good although it is not apparent why a 1 star review was then given?

If this was based on the software not being free, this would not be possible.

A great deal of time and very hard work by a fantastic team is put into the developing of our software.

vanspace 3D would not consider providing a free app full of adverts at any time.

Kind Regards

Sarah
vanspace 3D Support Team

Vanspace3d からの回答

2022年9月15日

Hi Gloria,

This is concerning as we do not conduct any communication with any customer that would appear in this format, we have only ever spoken with you via email and hello@vanspace3d.com

We would certainly not speak to a customer in that way... ever.

What you have pasted seems to be communication with an owner of something you have purchased or looking to purchase, our methods of communication are only as follows

Email
Live Chat via our website or within your online dashboard
Facebook Messenger

None of the above would provide the text ' Response from the owner'

I have emailed you directly to request a screenshot and further details as you seem to be communicating with someone other than vanspace 3D, and discussing something unrelated to our software.

Kind Regards

Sarah
vanspace 3D Support Team