Ice maker/dispenser clogged with ice

[Gerry H]

I have a Hisense fridge freezer, product code RS694N4TF1. It’s just over two years old and out of warranty. The problem began when ice failed to come out the dispenser. We tried to ease the ice bucket out as per instructions, but it was stuck. We knew it would break if forced, so rang Hisense, who said they’d send us a new ice bucket, but couldn’t help any further! We got the old one off (it broke) and saw ice was packed solid in the bucket itself and in the chute below it which goes to the dispenser. When putting the new ice bucket back on, we tried to carefully follow the useless instructions in the manual. It tells you there are two couplers; a metal motor coupler in a fixed position and a plastic coupler on the ice bucket. It says the couplers “must be at a suitable angle to connect correctly”. But it does not explain what the “correct” position is, and the diagram with it is hopeless. We put it back in the way we thought was correct. Two days later we were back to square one, with no ice dispensed and “clumped” ice blocking the chute and ice bucket. Does anybody have any experience of these things? I am presuming the couplers have not matched correctly and that that is causing the problem. But if it’s that important, you’d think they’d show you very clearly how to match the things! Here’s hoping somebody can help.

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