It must have to do with possible defective glass that does not respond correctly to significant temperature differentials.
Sometimes initiated by the opening of the door or even a slight touch of the warm body.
If not sudden temp differential then there would be instances of such shattering occurring while the compartment is closed.
When talking to Kitchen Aid customer service just ask for supervision or a management representative. The routine call representative is not authorized to make decisions of the sort that may be required.
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