Vanspace3d Reviews 286

Reply from Vanspace3d

Updated Jul 22, 2022

Hi Travis, Thanks for you review.

We always find it unusual when a refusal to provide any information occurs. We are not sure why as its the norm when requesting a refund for any purchase.

You contacted us with the following limited information

09:46:25 AM) Travis Bumgarner: I have found too many bugs to use it
(09:46:48 AM) Danielle: Could you please give me an example of some of the bugs found?
(09:47:56 AM) Travis Bumgarner: Links that don' work
(09:48:06 AM) Travis Bumgarner: I just dragged an item onto the van and I can't interact with it

As we do not have any issues with broken links or unresponsive objects, we know this is most likely related related to a Firewall, VPN or Network wide Ad Blocker

Its just a simple exclusion to resolve this on your system.

We requested the following information so we could advise how to resolve quickly

1. A recording to show what is happening on screen
2. Do you have administrator rights on your system?
3. Are you behind a firewall and/or anti virus? If so which one/s?
4. Are you running Windows 10 or 11?
5. Are you using Mac? If so which OS?
6. Do you use VPN?

You didn't respond and wrote a review.

Once the information above is received, we will let you know how to resolve or if we can not, as per our refund policy, refund.

Kind Regards

John
vanspace 3D Service Team Manager

Reply from Vanspace3d

Updated Jul 18, 2022

Hi Laura, Thanks for your review.

It is expected to need to get familiar with software features before using any new game or design program.

You do not need any previous experience to use our software as we provide multiple recorded tutorials and a help centre full of guides. You can use the software to create a basic layout in under an hour, or spend a bit more time and get very creative.

Prior to purchase you were shown a layout being created in under 5 minutes using the exact same software that we provide and so were able to see each feature needed being used, it is understandable that we would also provide a more detailed tutorial too.

We have a fantastic Support team who can advise on every element of the software, I recommend getting in touch with them and letting them know what you are wanting to create.

Kind Regards

John
vanspace 3D Service Team Manager

Reply from Vanspace3d

Jul 16, 2022

Hey Sam, Thank you for your review.

You are shown our software in action in a lengthy recording, creating a full layout prior to purchase.

You are able to view the features available, those that are used to create the layout, how furniture is selected, dropped into the layout and adjusted.

The different views used, 2D/3D mode, customisation, the different ways to scale, move and rotate as well as the colour and materials feature.

It is really not possible to not know what to expect when purchasing, how easy it is to use when designing and as the only software dedicated to van conversion, unlike others who are dedicated to equal specific 3D design, your software is nowhere near their price range.

The clause that you refer to is a regulated one, all software logins waive the cooling-off period.

I am sorry that you find it annoying to use, you don't mention why and so we would really appreciate you letting us know, we love to hear new suggestions and if they can be done they will be.

It is of course possible that it is annoying because user knowledge is an issue, we have a fantastic support team who are able to advise on getting the most out of each feature so I would encourage you to let us know how you feel you have been hindered specifically.

I have sent you a message via Trust Pilot so that I can arrange for our Team to be in contact.

The best way to show us the frustrations that you have is by way of a recording while using, you can even use your mobile phone to do this.

Kind Regards

Sarah
vanspace 3D Service Team Manager

Reply from Vanspace3d

Updated Jul 1, 2022

Hi Merve,

Thank you for your review, I have managed to locate your account and will be emailing you directly to make sure that you have updated to the latest version of our software.

I will offer some brief advice here but go into more detail when we speak directly.

A. Our bug report can be located here https://support.vanspace3d.com/hc/en-us/articles/4408500881425-V3-Bug-Report-

B. There will be some basic objects that are not able to take a colour or material change due to being a 2D object in a 3D plane - If there is a specific one that you would like us to look at I will request further details

C. Selecting object issues would need to be reported, I use the software daily to create multiple layouts and am not experiencing this, again I will request further information.

D. I think that you may not be aware of the thousands of variations of materials and colour combinations that you can create, particularly when using hex codes with a material.
Again I will advise further directly

E. I don't have any issues with Mouse zoom nor has it been reported however, you can use WASD too when in Freecam

Check out this guide that gives you further information https://support.vanspace3d.com/hc/en-us/articles/4406560553617-Overview-of-moving-around-your-template

Kind regards

John
vanspace 3D Service Team Manager

Reply from Vanspace3d

Updated Jun 17, 2022

Hi Steve, we stongly refute your review.

Sadly Trust Pilot allows the use of the word scam toward a company with a very clear refund policy, an excellent product and fantastic Support Team.

You purchased our software, the same software that was shown in action in a lengthy recording with a full layout being completed.

This allowed you to review the features that were being used, and the actions being taken to achieve a full layout.

Yes, there are many more features if you want to be even more creative however, what you have viewed is more than sufficient to create your first detailed layout.

We provide tutorials, full help guides, a support team who can help with anything even by creating a personalised tutorial just for you.

What we can not do is assume your level of computer competency prior to purchase, hence providing get-started guides, beginners tutorials, an interactive tutorial and all of the support that you will need.

Our software is easy to use however, you must appreciate that you could not play Monopoly correctly without reading the rules, software is no different.

Once you are familiar with the basics following all of the methods that we provide, further more detailed support can be given for further features if you do want to be even more creative.

No, we do not offer a free trial and are very clear about this and so logging in and just trying out is not an option.

It is correct that 'No experience is required' as we make sure that you have access to a huge amount of support in varying ways.

If you do not wish to use this that is of course your preogative however, that would not affect any refund request when a free trial is not offered.

The name given in this review is not enough for me to locate your account, I also have not dealt with a Steve M in a refund situation recently, I have sent you an message via Trust Pilot so that we can offer any further support needed which I urge you to expect.

Thank you for informing us ofyour intention however we are more than confident that we provide exactly what is displayed, described and shown and that this seems to be a matter of not wishing to accept the support offered and an attempt to use as a free trial.

We can not offer a free trial simply because a layout can be created in under an hour.

Of course the possibility that you may have experienced a technical issue should be considered, we would have asked for details to help us ascertain this when you initially contacted us, if you have we will of course investigate and resolve for you.

Finally, at no time have we, or would we create fake reviews.

Whilst we are not concerned with our Trust Pilot scoring, we are very happy to receive feedback Many of the new features that we are add are because of the constructive reviews here.

That being said,190 reviews in 2 years is a tiny percentage considering the thousands of users that we have worldwide.

Kind Regards

John
vanspace 3D Service Team

Reply from Vanspace3d

Updated Jun 4, 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

Reply from Vanspace3d

May 10, 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

Reply from Vanspace3d

Updated Apr 15, 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

Reply from Vanspace3d

Apr 14, 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

Reply from Vanspace3d

Apr 11, 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

Reply from Vanspace3d

Mar 21, 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

Reply from Vanspace3d

Updated Mar 18, 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

Reply from Vanspace3d

Updated Mar 16, 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.

Reply from Vanspace3d

Mar 18, 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

Reply from Vanspace3d

Mar 14, 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

Reply from Vanspace3d

Mar 9, 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

Reply from Vanspace3d

Mar 18, 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