DIAGNOSIS The ice isn't freezing hard enough before being harvested. This is almost always caused by the ambient room temperature being too warm.
FIX Move the ice maker. It needs to be in a room at or below 77°F (25°C), away from direct sunlight, ovens, or heating vents. The compressor can't overcome high ambient heat, resulting in slushy ice.
IF THAT DIDN'T WORK Check that the air vents on the back and sides are completely unobstructed. You need at least 6 inches of clearance all around. Blocked vents cause overheating and weak freezing.
HEADS UP The ice will always be slightly wet when first harvested. The "chewable" texture forms after a few minutes in the basket as the pieces freeze together. For drier ice, let it sit in the basket for 5-10 minutes before serving.