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Section 2 - Troubleshooting
CUSTOMER CALL GUIDE
U-Line’s warranty does not cover customer education calls. It
has been reported that as high as 50% of all service calls
performed are customer education calls.
The following guide has been developed to help answer frequently
asked questions. It can be used by persons scheduling service calls.
Things to consider before scheduling a service call:
Concern Response
The unit is not cold enough. • Are you familiar with the factory temperature specifications for
your unit? Many factors can cause these temperatures to vary;
ambient temperature, application, amount of use (number of
times and length of time the door or drawers or opened and
closed), etc.
• Is the door or drawers sealing properly? If the door or drawer is
not sealed properly, it allows heat into the unit. U-Line’s
warranty is 90 days for door or drawer adjustments.
• Has the door or drawers been left open?
• Is the condenser clean? U-Line’s warranty does not cover
cleaning the condenser.
• Is the unit behind closed doors or the vent restricted? The front
grille must be free of obstruction.
• Is the unit in an application of heavy usage? Heavy usage or
high ambient temperatures will cause a unit to frost up.
• Did you try adjusting the temperature to a colder level? Adjust
to a colder level. Be sure to allow 24 hours between
temperature control adjustments.
Temperature is too cold. • Check actual temperature versus set-point.
• Did you try adjusting the temperature to a warmer level? Adjust
to a warmer level. Be sure to allow 24 hours between
temperature control adjustments.
The unit is frosting up. • Are you familiar with the defrost technology of your unit?
• Is the door or drawers sealing properly? If the door or drawer
is not sealing properly, it allows heat/humidity into the unit.
U-Line’s warranty is 90 days for door or drawer adjustments.
• Has the door or drawers been left open?
• Is the unit in an application of heavy usage? Heavy usage or
high ambient temperatures will cause a unit to frost up.
The ice cubes are sticking together. • Have you tried to shake the ice bucket? If the ice sits without
being used, it will tend to stick together. Shaking the bucket
will usually break the ice cubes apart. If the ice has been sitting
for a long time, you should consider discarding it and make a
fresh batch.
• Is the door or drawers sealing properly? This could cause the ice
cubes to stick together.
• Does the unit need to be defrosted?
Water is leaking out of the unit.
Have you checked the water connection to the unit? U-Line’s
warranty does not cover installation adjustments.
No ice or not enough ice. • Are you aware of the factory specifications for ice production?
• Is the ice maker bin arm down? When the arm is up, the ice
maker will not make ice.
• Is the door or drawers sealing properly? U-Line’s warranty is 90
days for door adjustments.