It's the AV SYNC delay. The mS (mill second) has to be ajusted. You can find that ajustment on the AVR's OSD (on screen display)
If Bill's customer were using an AVR, which he is not. He is using a Mac computer connected to an Eastern Electric MiniMax DAC Plus.
YouTube audio/video sync issues are not uncommon and has to do with the method used to create and encode the uploaded videos and the subsequent playback with QuickTime. What browser is he using to view the videos? If he is using Safari, have him try to view them with Firefox and see if the sync problem still exists.
Steve