Kitchenaid - Whirlpool review: Side by side kitchen aid fridge, 2 years old

We spent over $12, 000 for all new kitchen-aid appliances for my kitchen. Unfortunately. my side by side fridge has no heater to defrost the fridge side for the defrost cycle. The bottom defrost coils freeze up every two months. This is a big problem. I have to unplug it and defrost it constantly. The fan has been replaced. The kitchen aid repairman said it can not be fixed... it's a flaw from the company and a bad design. We bought this brand because we trusted it. We want a fridge we don't have to defrost! I am put on hold when I call you (several hours) and your chat team just does not respond. Hope to hear from you. Thank you. Model number KRSC503EBS01 Ser. Number HR83728111