Hi Joe B, Your firsthand experience with the water, ice, and cooling is just as important as what our diagnostics report, and it’s clear the recent visit did not leave you with confidence or reassurance. That is not the relationship we want to have with you, and we want to help. I’ve shared a Samsung support link below that focuses on cooling performance in refrigerators and freezers. It outlines four scenarios; please select the one that most closely matches what you’re experiencing. The page also includes helpful articles and options to schedule a service visit if you would like another technician to take a look. Cooling issues with the Samsung refrigerator or freezer: https://www.samsung.com/us/support/troubleshoot/TSG10003479/ We would also welcome the opportunity to speak with you directly about your water and ice dispenser experience and review what steps may be taken next. You can reach us through any of the following channels: 1. Facebook Messenger: http://m.me/samsungsupport 2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513 3. Samsung Community: https://us.community.samsung.com/t5/Samsung-Community/ct-p/us 4. Phone Customer Care: 1-800-726-7864 (1-800-SAMSUNG) When you message us, please provide us with this reference number 1151608204 to help our team pull up your information. Leo

Hello, We appreciate the review of the refrigerator. If you require further assistance, please don't hesitate to contact us at www.Samsung.com or by calling 1-800-726-7864 (1-800-SAMSUNG). Thank you. -Angelica

Thank you for taking the time to share your thoughts about the refrigerator, Hsyang987. Your feedback provides valuable insight into your experience, and we've linked a helpful guide below with step-by-step information on preparing a water line connection. Select the embedded content within the link to learn more: https://www.samsung.com/us/support/answer/ANS10006912/ For the best fit and safe installation, working with a professional installer can help ensure everything is set up correctly. We're delighted to have you as part of the Samsung family. Geraldine Samsung Care