Vanspace3d Reviews 286

Reply from Vanspace3d

Dec 28, 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

Reply from Vanspace3d

Dec 14, 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

Reply from Vanspace3d

Dec 7, 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

Reply from Vanspace3d

Updated Dec 2, 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

Reply from Vanspace3d

Nov 30, 2020

Hey Brian, Thank you for your review.

What you are experiencing with locks and re-starting does not sound right at all and should not be happening so we would really want to look into this for you.

Unfortunately I have not been able to identify your account using the information that you have provided and so have sent a message via Trust Pilot so that we can get in touch with you, I do hope to hear from you soon

Kind Regards

John
vanspace3D Service Team Manager

Reply from Vanspace3d

Nov 17, 2020

Hi Mel,

Thank you for your review however I am really confused as we refunded you in full last week and advised you of this on the same day. This was prior to your writing this review.

I would like to clarify the time line of events as you have not clearly laid these out and I think important to display.

1. You contacted us multiple times via email to let us know that you could not use the software on your iPad and were having issues then also attempting to use on your Macbook.

Our Response : We responded to all of your emails letting you know that the software is not for Mobile use at the moment and requesting more information of what was happening with your Macbook.

We also advised that we do state that we do not offer a mobile APP at the moment on our website.

2. You did not respond to any of our replies and then contacted us through Pay Pal.

Our Response : We thanked you for contacting us, advised that we had responded to all of your emails, you then located our responses in email and began to reply.

3. You sent us 3 screenshots of what looked like multiple downloads of our software in your download area however no other information was given ie. Where the issue was, what was happening after you had downloaded

Our Response : We asked for further explanation and also a screenshot to let us know the full specs of the Macbook that you were using.

4. You responded advising that our Customer Service was awful but still no further information for us to know what was even happening.

Our Response : I responded personally explaining how much we were trying to assist you with the limited information given and that I was pretty confident what the issue was, I just needed to see the details in 'About This Mac' which I believe would have confirmed that you were using a very old OS on your Macbook

5. Your reply was that you could not do this as you no longer had your Mac Book as it had been sent to an engineer to be fixed. But would try when returned.

Our response: As you no longer had any compatible device we refunded in full as a Goodwill Gesture.

I think we have supported you incredibly well considering the lack of information that was forthcoming and absolutely followed our refund policy which clearly states that we will ALWAYS refund if we can not resolve a Technical issue that you are having.

I find this review to be an inaccurate view of actual events

That being said we are pleased that we were able to resolve this although still quite bewildered

Kind Regards

Sarah
vanspace Support Team

Reply from Vanspace3d

Nov 7, 2020

Update : We have received an email from Samuel letting us know that the requested information has not been refused.

We can not locate where this has been sent although seem to have received all responses but have apologised and requested sent again.

I have marked personally as urgent and assured Samuel that once received I will attend to this as a priority myself.

John Service Team Manager.

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

Hi Samuel

I have read through all of our correspondence with you and can see that our Support Team have done nothing but attempt to work with you.

You have refused multiple times to provide us with simple information that would actually let us help you or let us see if there is a Technical issue that we can not resolve and therefor refund you in full.

You have only told us that your software is heavily pixellated but will not show us what you mean or give us any information about your system.

We have even attempted to help you without having the information that we need as it sounds like a simple change of resolution is needed. That is just a setting and would take seconds

All we are now receiving is threats of posting on Social Media and leaving reviews yet we have been ready and waiting to assist you.

It is extremely frustrating when someone attempts to bypass a really clearly laid out policy of technical support however we will never close this with you, we are always here to help as soon as we know exactly what we have to help with.

We urge you to provide the simple info we have requested so that we can see that you are indeed having a technical issue rather than have created multiple lay outs and now attempting to claim an issue.

Kind Regards

John
Service Team Manager

Reply from Vanspace3d

Nov 17, 2020

Hi Kori,

Thank you for your review however we dispute the use of the word Fraud very strongly.

Sadly good news is seldom heard but reviews such as yours do generate an awful lot of contact for us from existing Customers and Potential alike so there is a positive outcome.

A Fraudulent Company would be one that advertises a product that does not exist, takes your money and then you never hear from again, that is certainly not vanspace3D.

You contacted us as was unhappy with the online v1.2 as it was not the version that you had seen displayed on a Social Media post that you had viewed, that was absolutely correct and we advised that it would be the v2.09 that you would prefer.

We gave so much information on how to locate this version, download it, use it and also details of all of the support that we could provide you. That does not sound like Fraud to me.

What we encountered next was just a torrent of what can only be described politely as nasty responses although we continued to attempt to remain supportive, the issue that we faced was that anything we responded with was ignored and further demands were made.

We only wanted to help , we still do.

Kind Regards

Sarah
vanspace3d Support Team

Reply from Vanspace3d

Nov 2, 2020

Hey !

Thank you for your review, we ALWAYS refund if you have a technical issue that we can not resolve and the words that you use such as ' Clunky and poor navigation' suggests that you are.

Unfortunately as you have not made yourself known within this review I am not able to look at any correspondence that you have had with us to know if you reviewed first or actually contacted us.

I have sent you a message via Trust Pilot in the hope that you will respond.

As for Upselling, we stick a tick box asking if you would like to have lifetime access for a further $8 which we advertise everywhere - it is an opt in not an opt out and so does not have to be selected.

It is a great choice as it means that you will have access to all future updates and new releases for all time, including our new Mobile App version. That means $27 gets you a life time of access with this very exciting software company.

I do note you mention our refund policy which is great as it means that it is clearly available to you, that we are completely transparent before and after purchase and that you are able to see that is is totally standard for any purchase of online digital content.

As for van selection, we now have over 100 in our software to choose from, A Custom van feature and also a really clear way to request a model can be added.

Finally, of course a new software will not be easy at first as you do not know how to use it, it is not a game and that is why we provide you with as much assistance as we possibly can before during and after your purchase, this even included creating personalised Tutorials if needed

You do have to let us know what you need though, its all about the communication with us .

Hope to hear from you

Kind Regards

Sarah
vanspace Support Team

Reply from Vanspace3d

Nov 2, 2020

Hey Lewis,

Thank you so much for this positive feedback, it is lovely to be recognised for the hard work that goes into our software every single day.

Can I presume that you are referring to our V2 and not the original v1.2? I am thinking this as we have come a very log way with this version and comparing v2.01 to our latest v2.09 you can see such a difference with more to come.

Exciting news is that the full V2 is so nearly here and you are going to be very impressed, lots of excitement in the vanspace office at the moment as we get closer.

I would be very interested in your Feedback once it is launched, would you come back to me to leat me know what you think?

I look forward to hearing from you

Kind Regards

Sarah
vanspace3d Support Team

Reply from Vanspace3d

Oct 29, 2020

Hey Micah

Thank you for your review, believe it or not all are well received as the feedback is so valuable to us as a company.

There are a couple of things that I am picking up on with the first being that you say it looks like it has come out of 2003, this makes me think that you have used our online Lite Version of v1.2

I think this because it IS quite retro / old school looking and also a lot more technical which would cover the other comment that you have made ' I found myself constantly pressing directional buttons just to get something moved' Yes, this would be correct as it is a technical 3D software with you in complete control.

I think you have only discovered the online version as if you were downloading you would have downloaded the latest v2 which could never be described as something out of 2003, the graphics are fantastic.

We do have a Micah M as a customer but have never received any email from them so I am unsure if this could be you, could you get in touch with us either by email or jumping onto Facebook Messenger on our Page so we can have a chat, I have also attempted to contact you through Trust Pilot.

Our Support Team are great and should always be the first point of contact, if you buy something and are not happy the Company would always be the first step to speak too

We hope to hear from you soon

Kind Regards

Sarah
vanspace3d Support Team

Reply from Vanspace3d

Oct 24, 2020

Hi Joe,

Thank you for your great feedback we really do appreciate this as well as the comments and Feedback that you gave us via email in particular referring to reviews on Trust Pilot

As an online digital company of course we expect to receive reviews online ( and find them ALL very valuable to us as a Company) however it is so true that more effort is made to jump to reviewing before we can even attempt to help someone when we have a really great Support Team ready to help at any time.

It is great to have you on board and thank you for taking the time to review here as well as let us know how much you are enjoying creating your lay outs.

We look forward to seeing you in our Facebook Community and seeing some of these great lay outs

Kind Regards

Sarah
vanspace3D Support Team

Reply from Vanspace3d

Oct 20, 2020

Hi Liam ,

We are quite confused by your review as upon receiving I have located an email that you have sent only 1 hour ago asking us for information about logging into your software and letting us know you had not yet logged in?

I am wondering if you think that you have purchased our software and have not received the full access?

I ask this as I can see that you have registered using your work/school email address which has not allowed your Welcome email containing all of the information that you need to be delivered to your inbox.

We can see that it has hit the server however it is highly likely that unless you are able to have us 'whitelisted' with your Host, it will not get through or will go direct to your Spam folder.

Can you contact us via Facebook Messenger or Live Chat on our Website as this is very easily for us to get sorted for you once we actually have a reliable method of communication.

We look forward to hearing from you.

Kind Regards

Sarah

Reply from Vanspace3d

Oct 19, 2020

Hi Alexandra

I am really disappointed to see this review as we have attempted to support you even though you are not the account holder and have stated that you are using someone else's account.

We have provided as much information as we possibly can to someone who has not purchased from us and made it very clear that anything further we would need to speak directly to the account holder.

The issues that you described sound as though your OS needs updating and you are using an out of date system however without full permission provided to us from the Owner of the software access our hands are tied to support you any further.

Kind Regards

Sarah
vanspace3d Support Team

Reply from Vanspace3d

Oct 19, 2020

Hi David,

I can assure you that we have not forgotten you and can confirm that every single email that we have received from you has been replied to.

We have noted that you have never responded to our replies so this leads us to think that our responses are going into your Spam folder

vanspace would never intentionally ignore a Customer query and provide a lot of information on our Knowledge Base about ensuring that you add our email address to your Safe List and Contact List to avoid this happening.

We also now offer a Support Portal so that if you can not locate a response from us you can go to the Portal, log in and read all correspondence between us and respond if needed.

To review all support given to you please go to

https://vanspace3d.freshdesk.com/support/home

This help guide will take you through the steps of how to view our correspondence with you.

https://vanspace3d.freshdesk.com/support/solutions/articles/63000255845--email-already-taken-when-attempting-to-register-in-the-support-portal-

Finally we offer Live Chat so you can also jump on that today where I will be waiting to assist you

Kind Regards

Sarah
vanspace3D Support Team

Reply from Vanspace3d

Sep 19, 2020

Hi Simon,

Thank you for your review, our software definitely does do what it says on the tin!

Just to let you know that in our very soon to be released v2.09 we will be changing the way that we list our model templates.

Each one will have the dimensions clearly displayed on our Knowledge Base as well as the year of the model.

https://vanspace3d.freshdesk.com/support/home

We are also introducing movable Wheel Axles so that Custom Models can be even more realistic.

If you have any questions at all please just get in touch.

Kind Regards

Sarah
vanspace3D Support Team

Reply from Vanspace3d

Sep 7, 2020

Hi Joe,

Thank you for this lovely review we really do appreciate it.

You are quite right to point out that there is a bit of a learning curve which of course would be expected with any new design software, I am happy to hear that you are now enjoying.

With regards to the issues that you have mentioned with the Free cam, would you be able to send me further information of what is happening, is it certain controls or happening when you are attempting to move in a certain direction etc? You can email me at hello@vanspace3d.com FAO Sarah

For the viewing angle changing, your default view is always from the left so if you do manage to go in the wrong direction just click Left on the viewer and there will be no need to restart moving forward

Look forward to hearing from you

Kind Regards

Sarah
vanspace3D Support Team

Reply from Vanspace3d

Aug 27, 2020

Hi Steve,

Why was it not simple to use?

We provide Tutorials, Help Guides and are always here at Customer Services if there are specific areas that you need assistance with, you just need to get in contact.

I think it is very important to understand that this is 3D design software and not a game so some will expect a learning curve to get started but we offer every possible help that we can.

With regards to our Templates, we do now have over 100 but of course we can not supply all, especially as we have customers from all over the world

This is why we also provide a Custom Van feature where you can create your own Template

With regards to refunds we would always refund if you experience a Technical issue that we can not resolve.

Please do get in touch and let us know what areas you need some guidance in, Pen and Paper will certainly not give you the layout that can be created in our software.

Kind Regards

Sarah
vanspace 3D Support