Your ice clumps because it's melting and refreezing

Clumpy ice means the cubes are melting a little and then refreezing into one big frosty mass.

That usually happens when the bin is full enough that the cubes sit too long, or when the freezer goes through a mild defrost cycle. The ice gets a thin water layer on the surface, and when the temps drop back down, the cubes bond together. High humidity in the freezer makes it worse too.

You can fix it without calling anybody. Break the clump up with your hand or a wooden spoon — don’t use anything sharp near the bin. Then either use the ice faster or dial the ice maker to produce less if it has a setting. Check the freezer temperature too; anything above 0°F/-18°C helps the clumping along.

It’s not a sign the machine is broken. It’s just physics being annoying.

Or just smack the bin