There are several competent service companies for major American appliances in Israel: GTS in Tel Aviv, Keidar, Avi Goldstein, and Eric Zornberg (Aviva’s husband). If you purchase your appliances through KEF and you have a problem with the service representative, we can mediate or offer another service company.
Service contracts for the major appliances should include installation, instructions on care and use of the machine, and a one-year guarantee for parts and labor. Make certain there will be no extra-or no substantial-charges for parts such as plugs, pipes, wires, and filters necessary for installation. Many service contracts exclude some of the delicate parts as well as the cost of transporting the appliance for repair. Make sure the company has a good reputation and that they come on a regular basis to the place you live.
There are no “sole authorized agents” of a brand of appliance. It may be that they are owned by or affiliated with the sole commercial importers of that brand, but it does not mean that they offer the only competent service or access to parts.
Service contracts on stereo, TV, video, and small appliances usually do not include installation. They sometimes include an explanation of use, most often at the offices of the service company. Microwave service contracts usually do not include home service or installation, however this generally involves no more than changing the plug to accommodate the local socket.
If an electrical appliance arrives defective and you did not buy a service contract, you may find the factory warranty helpful. Many service contracts begin after the appliance is operating properly, and exclude manufacturing defects. READ THE WARRANTY CARD. If your appliance has a recognized importer or service agent in Israel, present the warranty card to him and insist that the company honor it. You may be surprised to find that most of the companies still list Abu Dhabi, but not Tel Aviv or Jerusalem as official service centers.
With most warranties, you have rights to free replacement parts sent from the USA. You will have to pay for the transportation of the item and/or parts and labor. In order to avoid paying tax on the imported part, you must export the defective part. When you export it, declare to Customs that you are sending it out for the purpose of repair or replacement under warranty. They will record the model number and the serial number as well as a description of the item. That will allow you to re-import the repaired part/item tax-free.
KEF can often have the local service agent provide the part from his stock without charge, and then re-supply from the USA. If you are taking the piece out of the country with you, declare it to the Customs official in the booth after passport control at the airport. Every time you leave Israel with anything of value that you want to bring back without a hassle, you must declare it upon your departure.