As “right-to-repair” advocates have increased pressure on major manufacturers in all industry sectors, some U.S. states have now introduced laws to mandate it. Those regulations, however, differ by state. For example, ag equipment manufactured after a certain date is included in Colorado’s law, while specifically excluded in Oregon’s.
Aside from the push by legislators, the growing public demand by owners to be able to repair their own equipment seems to have been clearly heard by ag equipment manufacturers, with more than one brand publicly stating last year they intend to accommodate owner repairs — in at least a limited way.
In 2022 John Deere released its Customer Service Advisor through the John Deere online store in the U.S. This was in addition to it already being made available for purchase through the John Deere dealer network. The company then described as a “digital diagnostic tool that allows users to connect with their machines to clear and refresh codes, take diagnostic readings and perform limited calibrations.”
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This month, Deere announced Customer Service Advisor is now also available to customers and independent repair shops in Canada, via the John Deere online store. It was already being made available through John Deere dealers here too.
Through their John Deere Operations Center account, Deere owners with compatible 4G-connected machines can use it to download software updates directly to an embedded controller with the Equipment Mobile App.
“The Equipment Mobile App is available for download at no cost and can be accessed using a customer’s John Deere Operations Center account credentials,” says Deere’s vice-president of aftermarket and customer support, Denver Caldwell. “Anyone can create an account for free at operationscenter.deere.com.”
The brand announcement says Customer Service Advisor will now allow customers to diagnose — and carry out — most equipment repairs.
“Customer Service Advisor provides the ability to clear most machine fault codes,” says Caldwell. “Some limitations may still exist based on factors including regulatory compliance, third party controllers, and engines manufactured by OEM partners.
“Customers today can see diagnostic trouble codes, or DTCs, and machine notifications via several methods, including within Operations Center, on-board displays included with many models of John Deere equipment, and Customer Service Advisor.”
There is no charge to create an account at the John Deere Operations Center, even for independent repair shops. Once they have an account, they can access the Equipment Mobile App.
“Access to Customer Service Advisor is not dependent on having an Operations Center account,” Caldwell says. “Available with the purchase of an annual license, Customer Service Advisor enables John Deere customers and independent repair providers to diagnose, troubleshoot and perform most equipment repairs.
“In addition to having access to operator, diagnostic and technical manuals through Customer Service Advisor, customers and independent service providers can also purchase these manuals through the Technical Information Store at techpubs.deere.com.
“An annual license for Customer Service Advisor starts at C$1,950 for web application access. Importantly, the license applies to all machines within a customer’s fleet. So, a customer with a Customer Service Advisor subscription for Agriculture and Turf can use the tool on all of their agriculture and turf machines. Depending on a customer’s needs, a machine interface kit called an electronic data link, or EDL, may also be required.”
The Equipment Mobile App also allows users to direct-order parts.
“When buying parts online, a customer has the option for them to be shipped directly from the local dealer or they can pick them up at their selected John Deere dealer location,” Caldwell says.
“If a part is not in dealer inventory, John Deere will fulfill the order directly to the customer. Pricing may vary depending on factors such as promotions, discounts, and shipping costs. When a customer purchases parts from John Deere through shop.deere.com/ca, the purchases are linked to the local John Deere dealer. This linkage ensures that the dealer can provide any necessary support, service, or assistance if needed by a customer.”
According to Caldwell, this is just another step along the way to improving the ability of owners and independent repair shops to work on Deere machines. There is more to come in the future, he says.
“Importantly, this announcement is not our final step in this journey. John Deere will continue to develop new and enhanced self-repair solutions that support our customers.”
CLARIFICATION, June 13: Article updated to clarify Customer Service Advisor’s previous availability in Canada through Deere dealerships.
