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.
Why it matters: Farmers argue that proprietary knowledge must not get in the way of being able to repair their own machinery.
Those regulations differ by state. For example, ag equipment manufactured after a certain date is included in Colorado’s law, but specifically excluded in Oregon’s.
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Ag equipment manufacturers have faced growing demands to protect the ability of owners to repair their own equipment. More than one brand publicly stated last year that 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., in addition to it already being available for purchase through the John Deere dealer network. The company described it 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.”
Earlier this month, John Deere announced that Customer Service Advisor is now available to customers and independent repair shops in Canada through the company’s online store, and will still be available from dealers.
Through its John Deere Operations Center account, 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,” said Denver Caldwell, the company’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 an account is set up, users 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,” Caldwell said.
An annual licence for the advisor starts at $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.”
The Equipment Mobile app also allows users to order parts. Customers can choose to have those parts shipped from a local dealer or can select a dealer from which to pick them up.
“If a part is not in dealer inventory, John Deere will fulfil the order directly to the customer,” Caldwell said. “Pricing may vary depending on factors such as promotions, discounts and shipping costs.”
Linking online parts purchases to dealers “ensures that the dealer can provide any necessary support, service or assistance if needed by a customer,” he said.
Caldwell described the announcement as one step along the way to improving the ability of owners and independent repair shops to work on John Deere machines. There is more to come in the future, he said.
“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.”
