Add Product

Search Results:

Reply
Highlighted
New Member
Posts: 3
Registered: ‎09-21-2020

Misleading Product representation

I was recently misled by a Best Buy employee about a Go Pro Headstrap, and as a result I lost $313.44 less than a day after purchasing items from the Best Buy location in Encinitas, California.

 

I went into the store on Friday, September 18, 2020, and purchased a Go Pro Hero 7, to use for surf photography. My intention was to also purchase a "Chestie" strap, to mount the go pro on while I surf. The store employee that was helping me reccomended that I instead purchase the Go pro Headstrap to use while I surf. I followed his reccomendation and purchased the Go Pro Hero7 ($249.99), the Head strap($19.99), and an SD card($19.99).The folliwing morning, within 15 minutes of surfing with the Go Pro mounted to the Head strap, a wave crashing on me ripped the head strap and go pro clean off of my head and sucked it away with the rolling surf. I spent a long time searching for it, but due to the conditions in the water the head strap and Go Pro were gone forever. 

 

The store manager of the Encinitas location was unwilling to work with me at all when I called to explain what had happened. 

 

After reviewing Best Buy's Code of Business ethics, it's apparent that this incident violated Best Buy's code of business ethics as the employee that reccomended I purchase the headstrap to use surfing did not represent the product fairly or accurately.  I am now out $313.44 due to misleading product guidance from a Best Buy emoloyee, and so far no one I've spoken with has been willing to help. 

 

My takeaway from this incident is that Best Buy is sor far,  unwilling to recognize a violation of their own code of Business Ethics, which is quite dissapointing. 

 

Highlighted
Posts: 5,184
Topics: 158
Kudos: 400
Solutions: 235
Registered: ‎08-21-2017

Re: Misleading Product representation

Good afternoon, MarkALane,

 

Welcome to our community forums. A GoPro is no small purchase so I can imagine your disappointment to see it lost while using it. I appreciate you reaching out to us and letting us know about your experience.

 

Can you please provide some more details on how you were provided misleading information when making your purchase? Any additional information would be much appreciated so I can continue to review what options may be available to assist you.

 

Regards,

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Highlighted
New Member
Posts: 3
Registered: ‎09-21-2020

Re: Misleading Product representation

Good afternoon Andrew,

 

My intention was to purchase the Go pro 7 and a "chestie" strap, to use for surf photography. The Best Buy employee I was working with reccomended that instead of purchasing the "Chestie", I purchase the "headstrap", and attach the go pro7 to the headstrap to take in the ocean and use while surfing. The Best Buy employee said that the headstrap with a go pro attached would get better quality photos and footage while surfing compared to the "Chestie". The Best Buy employee did not mention that the Headstrap was not a safe piece of equipment to take into the ocean. 

 

The headstrap equipment was not suitable for use in the ocean, as one wave that crashed on me ripped it, along with the go pro, off of my head and sucked it away with the surf. I would not have purchased the headstrap if not for the reccomendation from the Best Buy employee I worked with.

 

His reccomendation that I purchase the headstrap and use it to take surf photography with a go pro in the ocean was misleading product information because he made no mention of the fact that the headstrap is very easily pulled from your head by a wave, and the headstrap along with the go pro, is then lost in the surf. 

Highlighted
Posts: 22,306
Topics: 14,516
Kudos: 364
Blog Posts: 23
Solutions: 415
Registered: ‎10-10-2012

Re: Misleading Product representation

Hello again, MarkALane,

 

Thank you for providing that additional context, I appreciate that.  I can certainly understand the concern here.

 

However, with that being said, there is no way our employee would be able to anticipate the circumstances you found yourself in, and has no ability to imply any sort of warranty or replacement because of an act of nature.  The suggestions made by our associates are simply suggestions based on their experience and training.  Without a product to return, we wouldn’t be able to offer a refund or replacement. 

 

While I can’t say what options they might have for these circumstances, but I would recommend contacting either GoPro, or the manufacturer of the strap to see if they can offer any assistance.  Alternatively, if you purchased the item through a credit card, they may have options to either refund or replace it for you.

 

I apologize for any disappointment that this may cause you.

Bill|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Highlighted
Recognized Member
Posts: 138
Registered: ‎07-16-2014

Re: Misleading Product representation

@MarkALane 

 

I'm sorry man, but I also don't see how the recommendation from a rep is misleading or unethical. From your description, he recommended it because in his opinion using the head strap would produce better footage, not because it would be more secure. A rep can make a recommendation, and as customers we decide if it makes sense or not, but they don't force us to purchase anything we don't want. That's why it's important to do our own research and purchase things based on that. And even then, your experience might be drastically different from others, for example, HERE is an article that actually recommends a head strap as a great accessory for surfing. In fact, a quick google search brings up dozens of articles that recommend it, so I'm sorry an unfortunate thing happened to yours, but it appears that the recommendation you got is actually a common one for surfing, and unless the rep had the same experience as yours, how would he know any better? 

Highlighted
Best Buy Employee
Posts: 1,983
Registered: ‎01-09-2015

Re: Misleading Product representation

We have family that lives in Hawaii and one of my cousins is an avid surfer.  He swears by the head strap as it gets the best footage.  He also has a chestie, but uses it for hiking instead.  I shot him a text today after seeing this post and he said that the reason a lot of people use the head strap is that it allows you to film where you're looking.  A chestie will always face out from your chest, and depending on his stance that means you may not even capture the footage you intended.  I'm sorry you lost your GoPro, but he's had them for years and never lost a single one.  Unfortunately, with action cameras in extreme sports situations this is a risk you might take.  That does not make the associate's recommendation inaccurate or unethical.  Having spoken to my cousin and based solely on his real life personal experiences, if you came into buy a GoPro from me I would make the same recommendation that you were given and I would do so with the best of intentions. 

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Highlighted
New Member
Posts: 3
Registered: ‎09-21-2020

Re: Misleading Product representation

Andrew, 

I disagree with your assertion.

 

"There is no way our employee would be able to anticipate the circumstances you found yourself in". 

 

He understood perfectly well what circumstances I would be using the product in. Our entire discussion was based around me using the product for surf photography. I told your employee I would be using the go pro to record myself surfing. His discussion with me and his reccomendation to use the head strap for surf photograhpy rather than a chestie indicated that he understood my intended use. The circumstances I found myself in were not some extreme big wave surfing location-this was small local surf. 

 

 "The suggestions made by our associates are simply suggestions based on their experience and training"

 

If this is the case, then he either had no experience with the product and made a bad reccomendation, or his training was inadequate. If he didn't have experience or training with the product then any way you slice it this was a misrepresentation of a product. 

 

The message you've just communicated to me and others here is that this incident is my fault because I actually listened to the product reccomendation given to me by a Best Buy employee. Further, the Best Buy code of business ethics exists merely as an idea on paper, and when a violation occurs Best Buy will ignore the code and deny responsibility.  

Highlighted
Best Buy Employee
Posts: 1,983
Registered: ‎01-09-2015

Re: Misleading Product representation

I think that any reasonable person would see that the recommendations were made in good-faith, and any recommendation made in good faith can’t violate the Code of Business Ethics...especially not a recommendation that is identical to multiple reviews online and one shared by actual end users.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***