Hi Roxy, we’re with you on your Samsung refrigerator’s bottom shelf temperature balance and the ice maker’s fill level. For more even cooling in the fresh-food section, confirm your temperature setting, keep space in front of the rear vents, and place high moisture foods in drawers or away from the back/bottom vent areas. A quick check of your temperature setting and keeping clear space in front of the rear vents can help your Samsung refrigerator maintain more even cooling across the shelves. https://www.samsung.com/us/support/troubleshoot/TSG10003479/ And to address the Ice maker’s concern you might want to explore this as well. https://www.samsung.com/us/support/troubleshoot/TSG10002387/ If you still need help, please keep this reference number for your records: 1152419299. Feel free to reach us through the following channels: Samsung Community: https://us.community.samsung.com/t5/samsung-community/ct-p/us Facebook Messenger: https://m.me/samsungsupport X: https://x.com/messages/compose?recipient%20id=18768513 Samsung Care: 1-800-726-7864 (1-800-SAMSUNG) We appreciate hearing from you and truly value your business. Rachel Samsung Care

Hello, We want to understand more about your experience using the ice dispenser and the missing shelf. We recommend contacting us via the options below to speak with a live representative for further assistance with the unit. 1. Facebook Messenger: http://m.me/samsungsupport 2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513 3. Samsung Community: https://us.commuity.samsung.com/t5/Samsung-Community/ct-p/us 4. Customer Care: 1-800-726-7864 (1-800-SAMSUNG) Thank you. -Angelica

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