What is wrong with my ice dispenser and how to fix?

Apologiges in advance--I wanted to give as much detail as I could:

When I moved in to my new apartment, I was told my ice machine/water dispenser would occasionally leak and it was due to a manufacturer issue that could not be resolved. I have been in the apartment for nearly 3 months now and just recently thought to try to use it for ice. Nothing happened and no noises were made. I decided to open the freezer and take out the ice box with revealed the power switch(the thing at the top--sorry I don't know what it's called) and long behold, it was turned off. I turned it back on, gave it 24 hours to reset itself and noticed it wasn't leaking at this point. When I attempted to make ice, it made noise and I could hear the ice fall, but it would not drop into my cup. So I looked up and into it and noticed the flap thing would not open all the way to let the ice drop into my cup. I then stuck my fingers up into it and barely moved it towards me and all the ice that originally dropped into the dispenser, fell right out. The flap closes back just fine after the ice has fallen out but doesn't when there is ice held inside. I don't know much about appliances so I'm guessing it's something to do with the flap but I'm not 100% sure. Could someone please give me advise on what to do? I feel like this is fixable and the technicians here either didn't know how to do so and just turned it off and blamed it on the manufacturer. Help? Thanks!