Hi Penny, Sharing your experiences with your refrigerator matters to us. Let us help you with the fridge. Here is a link to help you with the fridge water filter. Please read each section, watch the full video, follow the steps, and click the hyperlinks for further assistance. Replace the water filter in your Samsung refrigerator. https://www.samsung.com/us/support/answer/ANS00060149/ 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 1147527037 to help our team pull up your information. Have a great day. ^Aloe

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