Hi Marie, We are glad to help you with the ice maker on this Samsung refrigerator. Please visit the Samsung link shared below to help with your ice maker. Ice maker is not working: https://www.samsung.com/us/support/troubleshooting/TSG01001012/#ice-bucket-is-stuck-or-has-a-block-of-ice Should you need more assistance with the refrigerator, please feel free to get back to us via the following options: 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 When you message us, please provide us with this reference number 1146002214 to help our team pull up your information. Leo

We understand the disappointment with your overall experience using the refrigerator, Eric S. Let us help. Below is the user manual link for your model. You may refer to page 42 for details about maintaining the unit's exterior. https://downloadcenter.samsung.com/content/UM/202002/20200201091442956/SBS_RS5300T_DA68-03958J-01_EN-MES-CFR.pdf For further assistance with the refrigerator not making crushed ice and with the shelf, please feel free to get back to us via the following options below: 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 Please provide us with this reference number (1147257370) to help our team pull up your information when you message us. Thank you. -Angelica