Hi there, and thanks for letting us know about this situation. While we’re glad the ice maker initially worked well for you, we truly hate to hear you are now having an issue with the Opal going into Defrost mode and not working properly. We know this must have caused frustration, and this isn’t the great ownership experience we want to provide for you. Resetting the Opal by disconnecting it from power for 3 to 4 hours can resolve some issues. We hope that may help, but if necessary you can reach out to our Opal Support Line at 1-866-907-6718 or online at myopalservice.com ; they would be glad to assist with resolving this problem for you. We design our products with longevity and reliability in mind, so we will certainly also report your experience to our Design team for future review and consideration; we value your feedback, as we always want to ensure we’re aware of any potential issues. If you have any other concerns or inquiries, we are happy to offer assistance any time. -Sarah@GEA

Hi, Thanks for giving us your feedback! We are so happy to hear that you are enjoying your new ice maker. Welcome to the GEA family! -HannahGEA

Hello, We appreciate you taking the time to share how things are going with your Opal. We're sorry to hear that your first one didn't work out so well, but glad to know that you were able to have it replaced. Thank you for trusting us and we sincerely hope that your new unit will bring you satisfaction for many years to come. Have a great day. - Tierra@GEA