We recently purchased a new GE refrigerator with through-the-door ice service. The day after we installed the refrigerator, we tested the ice dispenser and found that most of the ice was falling inside the freezer, rather than falling into the chute through the door.
It wasn’t readily apparent what was happening, so my young and creative son suggested that we put a camera (and a flashlight for illumination) in the freezer and record a short video so we could see what was happening. The video revealed that the opening in the bottom of the ice bucket did not line up with the door chute. We called GE, and they sent a service technician to our home to look at the refrigerator. The technician was amused by our home video, and complimented my son on his diagnostic technique. GE shipped the correct ice bucket to us, and the problem was solved. However, GE’s wrong-ice-bucket mistake wasted hours of my time, spent waiting for the service technician to show up.
From Dell / Intel® New Paradigms in Design Work Scott Hamilton, vertical market strategist for Dell Precision workstations, 5/2/2013 3
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