What is your appliance doing?
Packages are softening
Say when the contents last seemed fully frozen and whether the refrigerator section has also changed. Don't wait for everything to thaw before asking about service.
Ice builds up near the opening
Look at where the frost appears and whether a package is preventing a complete close. A photograph of the undisturbed buildup is useful.
The drawer won't close as it used to
Mention a basket that catches, a loose-looking seal, or a drawer front that rubs. Avoid forcing it shut or adjusting the surrounding cabinetry.
What the repair assessment needs to establish
A freezer assessment connects the temperature complaint with door sealing, air movement and the appliance's operating cycle. Ice buildup can be part of that picture, but its appearance doesn't tell you which component to buy. The model and the pattern of the problem guide further testing.
Before your service visit
Protect frozen contents in another working freezer when needed. Leave ice in place for inspection unless you receive model-specific instructions; don't chip it away or apply heat. When arranging Burlington service, mention an ice maker in the affected compartment and any water you've seen nearby.