About your service visit
Where is the frost collecting?
Frost around a door, ice on a cabinet surface and a general loss of cooling are different observations. Note the location and whether the door has become harder to close. Do not use sharp tools or heat to remove ice from internal surfaces before the visit.
A Sub-Zero kitchen may include several independent cold-storage appliances. Identify whether the problem concerns a refrigerator, freezer, wine cooler, dedicated ice maker or undercounter unit. If building access requires coordination with another person, mention that while scheduling.
For a Belmont building with entry requirements, include those details in the scheduling call. Appointments are coordinated from Waltham.