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Kelly
Kelly, Appliance Technician
Category: Appliance
Satisfied Customers: 19051
Experience:  Highly accurate diagnostician with over 30 years experience!
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My refrigerator freezer is not freezing food and ice is

Customer Question

My refrigerator freezer is not freezing food and ice is melting.
I purchased from lowes in9/2011.19 cubic foot refrigerator with the freezer on top.
We recently had a new floor in the kitchen installed and months later noticed the flooring lifting. Pulled out the refrigerator and there was a little water ( not coming from the ice maker hosing). We put a piece of cardboard under the refrigerator to monitor the water and now the freezer is not freezing.
Do you think it has something to due with the air intake being blocked ?
Thank you for any ideas of the answer to the problem
Carol
Submitted: 1 month ago.
Category: Appliance
Expert:  Kelly replied 1 month ago.

Thanks for counting on us to help with your appliance problem. My name is ***** ***** I look forward to helping you!

Expert:  Kelly replied 1 month ago.
  1. Can you hear a fan running in the freezer section?
  2. Can you see any frost on the back wall inside the freezer?
  3. May I please have your model number so I am able to provide you with accurate, model specific information?
Customer: replied 1 month ago.
Hey KellyI never heard pack from you, did you get the information from me ?
Expert:  Kelly replied 1 month ago.

No, I see no reply from you, only what is in this question thread???

Customer: replied 1 month ago.
Ok, sorry it my answer last night must have not gone through .....Yes, I can hear the fan.No frost.Model number, I believe. W10404595 A
Customer: replied 1 month ago.
Please verify you got my answer, thank you
Expert:  Kelly replied 1 month ago.

Thank you! Is the compressor running in the back?

Customer: replied 1 month ago.
Did you get my answer ????
Expert:  Kelly replied 1 month ago.

Yes, I posted back right away. Do you not see my response?

Customer: replied 1 month ago.
it is
Customer: replied 1 month ago.
Refrig is cooling
Expert:  Kelly replied 1 month ago.

Okay, are you able top remove the rear cover from inside the freezer to see what the cooling coil looks like?

Customer: replied 1 month ago.
I will do that .... But let me ask you ?
If there is a blockage of air flow on the bottom of the refrigerator would that effect the freezer ?
Expert:  Kelly replied 1 month ago.

Yes, the refrigerator gets its cold air from the freezer. The model tag is on the ceiling in the refrigerator, can you see if you can find that number?

Customer: replied 1 month ago.
Customer: replied 1 month ago.
Model WRT3L9SZYB00
Expert:  Kelly replied 1 month ago.

Please allow me just a few minutes to prepare some information for you, thank you!

Customer: replied 1 month ago.
Serial # VS11790101
Expert:  Kelly replied 1 month ago.

Okay, this is a top freezer model. Is the fan running by the compressor?

Customer: replied 1 month ago.
it is a top freezer modelThe refrigerator is making normal sounds of running
Customer: replied 1 month ago.
Compressor is warm .....
Expert:  Kelly replied 1 month ago.

Is the fan running by the compressor?

Customer: replied 1 month ago.
fan is running
Expert:  Kelly replied 1 month ago.

Are you able to remove the rear panel from inside the freezer?

Customer: replied 1 month ago.
I think so .....
Expert:  Kelly replied 1 month ago.

If you are able to, we need to see what the frost pattern on the evaporator coil looks like. In the diagram at the link below, number 16 is what we need to look behind.

CLICK HERE

Customer: replied 1 month ago.
Ok, got it off
Customer: replied 1 month ago.
Got panel off
Expert:  Kelly replied 1 month ago.

Looking at that aluminum coil, is there frost on all of it, from top to bottom? Can you post a picture?

Customer: replied 1 month ago.
I am confused .... Do you mean the entire rear panel ! Does that involve taking out several Phillips head screws and taking the ice maker off ?
Or just the first panel, where I can see a fan ?
Expert:  Kelly replied 1 month ago.

The number 16 metal panel in the picture I sent you.

Customer: replied 1 month ago.
Got it, will it slide off without involving the ice maker ?
Expert:  Kelly replied 1 month ago.

As long as you can look behind it, you don't even need to take it totally out, you can just pull one side out.

Customer: replied 1 month ago.
Ok
Expert:  Kelly replied 1 month ago.

Let me know what you find.

Customer: replied 1 month ago.
Ok, got it off. Sent you pics .....
Expert:  Kelly replied 1 month ago.

You can use the ADD FILE button to post them here.

Customer: replied 1 month ago.
Did you get the pics
Customer: replied 1 month ago.
The right hand side wiring is all iced up ....
Expert:  Kelly replied 1 month ago.

Is it iced only in that one corner?

Customer: replied 1 month ago.
Did you get the picture
Expert:  Kelly replied 1 month ago.

No, did you use the ADD FILE button to upload it?

Customer: replied 1 month ago.
did you receive the pics ?
Customer: replied 1 month ago.
Hello
Are you still there ?
Did you get my pics ?
What shall I do next ?
Customer: replied 1 month ago.
I sent the pics again using "add files " for the second time .....
It is Friday, I need to know what to do in time to go to the appliance store in my town.
Thank you for responding
Customer: replied 1 month ago.
Hello ????
Where did you go ????
Customer: replied 1 month ago.
All my food is spoiling !!!! I need your help !!!!
Where are you ????
I sent pics twice ......
Customer: replied 1 month ago.
12:45 is the last time I heard from you .....
What should I do ?????
Expert:  Kelly replied 1 month ago.

I got the picture, thank you. The refrigerator is low on refrigerant, it will need professional repair. This is not something you can fix. I believe it may be under warranty, though. I will verify that.

Expert:  Kelly replied 1 month ago.

It is not under warranty. This refrigerator was sold on 5/18/2011, it is 5 1/2 years old. This repair will cost about $350 + parts to have professionally completed. It requires specialized tools and training to complete a sealed system repair, as well as a federal license to handle the refrigerant.

Customer: replied 1 month ago.
Thank you very much for all your help.Have a great weekend ,
Expert:  Kelly replied 1 month ago.

Absolutely my pleasure, thank you!

Please know I am here if you have follow up questions!

You deserve 5 star service! I hope I have earned your 5 star rating using the stars at the top of the page! Please let me know if you have additional questions, I am here to help! Thank you so much!

Customer: replied 1 month ago.
Good morning Kelly,Well, i began messaging with you Thursday evening and because of the delays in our communication the diagnosis of the possible problem was not made until very late Friday. I called a repair person but it was too late by then for him to come to my home so all the food and condiments I had in my refrigerator and freezer are in serversl ice chests and will probably spoil.Your knowledge was not the problem but the time delay in your responses certainly was.I have someone coming out this morning. He said there is no way it will cost $350.00 to repair. He charges $60.00 for a service call and $20.00 for the refrigarate and another 20.00 for testing the system, so 100.00, if of course there are no leaks.
He could have been it my house Friday so I wasted time and money with your service.As I waited for your response on Friday after I disassembled the freezer to expose the coils and it got later and later I realized I would have to wait the weekend to get anybody to my house to make the repair. After I took the pictures you requested you totally disappeared for over 3 1/2 hours ! This delay was not professional and I would never recommend a friend to use "Just Answer " when in need for reliable and timely help !I hope you will consider my honest feedback when you are helping other people. Your knowledge maybe as an expert but that will not help anybody if not communicated in a timely fashion.Now that it is all said and done what we accomplished over 10 or so hours could have been done in an hour or less. I will be canceling my membership today.Sincerely,Carol
Expert:  Kelly replied 1 month ago.

Take care.

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