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

Hello Bruce, We want to inquire more about what transpires with the ice maker and the defrost cycle and would like to assist as soon as possible. We suggest 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

We are committed to enhancing the performance of your fridge, Ashraf. Let's get this taken care of. We suggest referring to the resources below to address the ice maker and water concerns in your fridge. Please click the hyperlinks and watch the instructional video for tips. Samsung ice maker is not working (Please select what issue you are having with your ice maker): https://www.samsung.com/us/support/troubleshoot/TSG10002387/#ice-maker-is-not-making-any-ice Water from the dispenser is warm or tastes bad (See "If the water from your dispenser is warm"): https://www.samsung.com/us/support/troubleshoot/TSG10003791/#water-from-the-dispenser-is-warm-or-tastes-bad Should you ever need more assistance, 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 Please provide us with this reference number, 1149439262, to help our team pull up your information when you message us. Have a great day. -John

Hi there, We want you to have a better refrigerator experience. Let us get the fridge functioning properly. Here are links to help you with the refrigerator. Please watch the full video, follow the steps, and click the hyperlinks for further assistance. Water leaks in a Samsung refrigerator. https://www.samsung.com/us/support/troubleshooting/TSG01001852/#leaks-from-the-dispenser-under-the-drawers-under-the-fridge-or-other-areas Cooling issues with Samsung refrigerator or freezer. https://www.samsung.com/us/support/troubleshooting/TSG01001027/#refrigerator-or-freezer-is-not-cooling-at-all Should you need more assistance, 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 1146960251 to help our team pull up your information. Have a great day. ^Aloe