Agriculture, Ag Tech November 01, 2022
Self-repair tool available to customers and independent repair shops.
In the summer of 2022, John Deere announced that it had expanded access to self-repair resources. The Customer Service ADVISOR™ tool is a subscription based digital database of Operator, Diagnostic, and Technical manuals for John Deere products. It's very similar to Service ADVISOR™ used by John Deere dealers and technicians with the exception of software updates, remote capabilities, and access to DTAC solutions.
"Today, due to a variety of reasons, more customers are using available tools, resources, and replacement parts John Deere offers to maintain their equipment themselves," said John Thomassen, Director of Aftermarket & Customer Support. "Customer Service ADVISOR unlocks deeper system level insights to allow users with the expertise and desire to tackle more advanced repairs themselves."
This tool has been available through John Deere Construction & Forestry dealerships since 2011, expanding to other divisions in 2017. In May, it became available directly through JohnDeereStore.com in the form of an online web-only or downloaded application subscription, depending on customer need. It will continue to be available through John Deere dealerships. Customers may still visit their dealership or independent repair shops for repairs.
"Utilizing the extensive capabilities of Customer Service ADVISOR requires training by the customer's dealer, but having access to new insights and the ability to complete more advanced repairs themselves, gives customers more flexibility to complete them on their own time and allows for a better understanding of their equipment," Thomassen said.
In 2023, John Deere will roll out an enhanced customer solution that includes a mobile device interface, and the ability to download secure software updates directly to embedded controllers on select John Deere equipment with 4G MTG connections. ‡
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