Customer Service Advisor and mobile app now available to Canadian owners to help diagnose and calibrate equipment
Glacier FarmMedia – Right-to-repair advocates have increased pressure on major manufacturers in all industry sectors, and some U.S. states have now introduced laws to mandate it.
Those regulations differ by state. For example, ag equipment manufactured after a certain date is included in Colorado’s law, while specifically excluded in Oregon’s.
Growing public demand by owners to be able to repair their own equipment seems to have been heard by ag equipment manufacturers. More than one brand publicly stated last year that they intend to accommodate owner repairs, in at least a limited way.
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In 2022 John Deere released its Customer Service Advisor through the John Deere online store in the U.S., 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”.
This June Deere announced that Customer Service Advisor is now also available to customers and independent repair shops in Canada through the John Deere online store, as well as still being available from dealers.
Through their John Deere Operations Center account, Deere owners with compatible 4G-connected machines can use it to download software updates 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 Denver Caldwell, Deere’s vice-president of aftermarket and customer support. “Anyone can create an account for free at operationscenter.deere.com.”
The announcement says Customer Service Advisor will allow customers to diagnose and carry out most equipment repairs.
Caldwell says the service gives owners the ability to clear most machine fault codes.
“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, even for independent repair shops. Once they have an account, they can access the Equipment Mobile App.
They can also access the advisor without an Operations Center account.
“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 licence for the advisor starts at C$1,950 for web application access. The licence 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,” says Caldwell.
The Equipment Mobile App also allows users to 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,” says Caldwell.
“If a part is not in dealer inventory, John Deere will fulfil 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 a 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.”
