Having a water dispenser is a great feature but can be frustrating when it doesn't work. The information you have received does not pertain to this model. This can be a difficult unit to diagnose, even for a technician. When the dispenser lever is pressed, listen for a humming or buzzing sound. If you hear this sound, it indicates the water valve is getting energized. I suspect the water tank could be freezing. There is a water tank heater on this model and if the heater fails, the tank will freeze. To check the heater will mean gaining access to the water tank and evaporator. The tank is located behind the crispers. Pull the crispers out to access the tank and evaporator cover. Disconnect the power from the unit and now remove the tank and the evaporator cover. Now disconnect the heater wires and check the resistance of the heater. It should be approx. 3.3 K ohms. If the heater # DA47-00094C is defective or if the evaporator cover # DA63-00812B is damaged, they will have to be replaced. I hope this helps you. Thank you for using Manage My Life.
If you do not feel confident repairing this problem yourself, then you can have it repaired at your home by a Sears technician. Here is a link for the website:
Sears Home Services