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Miranda, we understand how it feels if the items in the freezer are melting. Allow us to help. Here is a guide to help you troubleshoot if items are melting in your freezer. Please choose "Refrigerator or freezer is not cooling at all." Kindly click on the embedded word and watch the included video. Cooling issues with Samsung refrigerator or freezer https://www.samsung.com/us/support/troubleshoot/TSG10003479/ Should you need more assistance, please feel free to get back to us via the following options: 1. Facebook Messenger: http://m.me/Samsungsupport 2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513 3. Samsung Community: https://us.community.Samsung.com/t5/Samsung-Community/ct-p/us When you message us, please provide us with this reference number (1150540884) to help our team pull up your information. Have a great day. ^Camille
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