Kitchen aid fridge issue (model no. krfc704fps04)

I have a KitchenAid refrigerator with an Ice cube and water dispenser. Has anyone had any issues with the ice dispenser dropping ice cubes on the floor a few seconds after you've filled your cup with ice? Almost always as I'm feeling like up with water and ice cuber too fall out of the dispenser. I can tell that the process of pushing in on the water dispenser lever, that prevents the ice dispenser door motor from continuing to close. This only happens when you've pushed the water lever immediately after filling the cup with ice. The only way to avoid the ice cubes for falling onto the floor is to fill up your cup with ice and weight for about 8 seconds until you hear the ice dispenser door closed completely and then if you get your water it doesn't happen. I know this is silly cuz it's just a matter of a few seconds but I don't give a shit. I want to dispense water immediately after I fill my cup with ice as a person should be able to do without picking up damn ice cubes from the floor. A KitchenAid tech came to my house three different times to try to fix the problem and then ultimately put me on the phone with one of their engineers who told me that that's how it's programmed. It has done this since the day we brought it home. I cannot believe that that is the truth. If anyone has any ideas of how to fix this or prevent it please enlighten me.