KitchenAid refrigerator not making ice for 2 years

The owner of this built-in KitchenAid refrigerator contacted us and explained that the ice maker had not been working for nearly two years. You might think, “Wow, two years without an ice maker before finally deciding to fix it?” But the situation was not that simple. The customer had called another appliance repair company when the problem first started, but they were unable to accurately determine the root cause. They suspected the compressor was the problem, and they were partially correct.

The customer expected that company to help her, but they did not have certified technicians qualified to work with refrigerant, so they were unable to resolve the issue.
That was when she contacted our company. During the phone call, she asked us several times, “Do you definitely replace compressors?” and “Are you actually certified to perform this type of work?”
And that is completely understandable. When you are contacting a company for the first time and do not know us yet, there is naturally some uncertainty. You want reassurance that the technicians you are trusting with your appliance truly have the experience, qualifications, and skills required to do the job properly.

The freezer temperature was too high, around 20°F, which is not cold enough for the ice maker to operate properly. At that temperature, the ice maker simply will not start a cycle. The condenser coils had accumulated years of dust and debris and needed to be cleaned. The system was overheating, and the refrigerant gauge readings indicated a refrigerant leak.
Since the refrigerator was already more than 10 years old, we gave the customer two options: a partial sealed system restoration or a complete restoration. We asked, “Are you planning to move or remodel your kitchen anytime soon?” When the answer was no, we strongly recommended the complete sealed system restoration. This is a high-quality built-in refrigerator that is worth repairing, and with the system properly restored, it can continue serving the customer for another decade.

To provide a long-term solution, we replaced the compressor, filter drier, three-way valve, and both evaporator coils. We also flushed the rest of the sealed system with a specialized cleaning agent, which helps reduce the workload on the new compressor and gives the system a clean start.
While pressure-testing the system with nitrogen to verify that it was completely sealed, we discovered an additional refrigerant leak in the capillary tube. The capillary tube is extremely small, so simply patching the damaged section was not a reliable option. We decided to replace it instead.
Fortunately, we keep this type of part stocked in our service truck for situations like this. We had the replacement with us and were able to replace the damaged capillary tube without any additional delay.

When the customer returned to the house, which they use as a vacation home, they saw ice in the freezer for the first time in two years. And not the kind they bought at Wawa, but ice the refrigerator had finally made on its own.
As a result of our work, the customer now has a fully functional refrigerator with the potential to keep running for another 10 years with proper annual maintenance, along with a 2-year warranty on our work.