Hi there, Hearing about your disappointing experience with a brand-new fridge must have been difficult. We aim to assist you in any way we can. The link below will show you the ice maker's diagnosis and which steps to take. For more details, please select the corresponding topics that affect your ice maker experience. Learn more by checking the YouTube video and the hyperlinks. Samsung ice maker is not working: https://www.samsung.com/us/support/troubleshoot/TSG10002387/ 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 1147395604, to help our team pull up your information. Have a great day! ^Chrystel

Emily, we'll make a great team in fixing your fridge - let's get started. There are a few things you'll need to check if the fridge is cooling properly. Below is a link with a step-by-step guide; Please watch the full video, and check the hyperlinks for more details. 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 (1145846668) to help our team pull up your information. Have a great day. ^Charles