Response from William David Design Group
The customer was given a TV that was purchased used from a third party. I ran a tuner check on her TV and discovered it did not have an ATSC tuner (required in the United States since January 1, 2004 to receive off-air HD digital signals). An Internet search for her missing owner's manual indicated the manufacturer offered no U.S. support for her make and model of TV because it was intended for sale and use in Mexico. We could not find an owner's manual for her TV, so I had to completely assemble and install the off-air antenna she purchased for the used TV in order to test the TV's built-in tuner. Once we determined the TV tuner could not work the way she wanted it to work, I carefully disassembled the TV antenna and helped her repack the unit to return to the store for a refund. Per her request I was able to connect her cable to her analog TV tuner and and program it to tune in analog basic cable channels. I will follow up with the customer to clarify with her the situation as her TV did not have the right built-in tuner to do what she wanted it to do. If she purchases a TV that does have the correct ATSC tuner, I will gladly install her antenna at no additional cost to her. If that is not an option then I will ask Angie's List to refund in full the money she paid and write off the cost of my labor for her service call.