DTV Converter Box Coupons

If you're having a problem with your DTV converter box, you may be thinking of returning it. But before you do, you need to see this report. We've been hearing from viewers who say they returned their boxes, but can't get their $40 government coupons back and are out of luck. We'll show you what you need to know in this Seven On Your Side Consumer Watch.

Fannie Martin bought two DTV converter boxes with her two government coupons. But she had a problem. Said Martin, "Tried it on both of the tv's, could not get them to work."

So she returned the boxes to Wal-Mart, where she bought them. She was refunded her $24 in cash, but was told she cannot get the two $40 coupons back because the coupons are turned into the government.

Said Martin, "I don't know. It seems like we lost $80. So now if we can't get our two converter boxes back from Wal-Mart, then we're going to have to pay the full price for a converter box and I don't like that."

The National Telecommunications and Information Administration says the law only allows them to give two coupons per household. So customers must exchange converter boxes at the same store. If you just return them, you'll lose the coupon's value.

We asked NTIA spokesman Todd Sedmak whether retailers know to tell customers that. Answered Sedmak, "The retailers and their staff all have that information, so they should be able to communicate that to the customer."

If you lost your coupons, you can ask a friend who won't need them to apply and give you theirs.

But we also wondered what happens to the $40 when a box is returned? Said Sedmak, "That retailer, the 40 bucks gets taken back from them. They don't get to keep 40 bucks for a product they didn't provide it for."

Before you exchange a converter box, stores and NTIA say often the problem is not with the box, but how it's installed. Here's some advice from the NTIA to make sure your converter box is working properly. First, they say, of course, read the instructions when you set it up. Second, find out which stations in your area are already broadcasting in digital. News Channel 7 is, so you can test your box by turning to channel 7. And third, said Sedmak, "You need to make sure the antenna is connected, it's plugged into the power supply and it's also connected to the television."

After we contacted Wal-Mart, the store offered to replace Martin's converter boxes and help her get them them working. And it's a good thing. Laughed Martin, "That's how I relax, watching TV. So in 2009, I'm going to have to have television!"

When we investigated another viewer's similar problem, Best Buy also offered to give the customer credit for her coupon as well.

Again, here's the bottom line. If you have a problem with your converter box, make sure you exchange it at the same store rather than return it. You won't get your coupons back.