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Hello, We appreciate your review of your overall experience with the ice maker on your Samsung refrigerator, and we'll be glad to look into this for you. Here is a link to the troubleshooting steps to try when your Samsung refrigerator has ice maker issues. https://www.samsung.com/us/support/troubleshooting/TSG01001012/#ice-bucket-is-stuck-or-has-a-block-of-ice For reference, you may check the helpful link below for a guide on maintaining the ice maker. https://www.youtube.com/watch?v=EsbHtpc1ak4 Do not hesitate to contact our Support Channels below to speak with a live representative for other concerns. 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 When you message us, please provide them with this number (1144961624) to help our team pull up your information. Thank you! -Angelica