John Deere has announced that its Customer Service ADVISOR™ is now available for direct purchase in the U.S. via JohnDeereStore.com. This powerful service tool, previously accessible primarily through John Deere dealerships, empowers customers and independent repair shops with in-depth access to John Deere equipment information for enhanced maintenance and repair capabilities.
Customer Service ADVISOR is a subscription-based digital database providing Operator, Diagnostic, and Technical manuals for John Deere products. It mirrors the Service ADVISOR™ tool utilized by John Deere dealers and technicians, offering a comprehensive resource, albeit without software updates, remote capabilities, and DTAC solutions access. This strategic move by John Deere recognizes the increasing trend of customers seeking to manage their equipment maintenance and repairs with readily available resources and parts.
Denver Caldwell, Director Aftermarket & Customer Support, explains, “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. Customer Service ADVISOR unlocks deeper system levels insights to allow users with the expertise and desire to tackle more advanced repairs themselves.”
Initially launched through John Deere Construction & Forestry dealerships in 2011 and expanded to other divisions in 2017, Customer Service ADVISOR is now directly accessible online. Customers can choose between a web-only subscription or a downloadable application subscription via JohnDeereStore.com, catering to varied needs and preferences. Despite this direct access, John Deere dealerships and independent repair shops remain available for those who prefer professional service.
Web-Based Subscription Capabilities
The web-only subscription for Agriculture, Turf, Construction & Forestry, or John Deere Power Systems provides users with:
- Anytime Access: Digital database access to Operator, Diagnostic, and Technical manuals via laptops or mobile devices with Wi-Fi or cellular connectivity.
Downloadable Application Subscription Capabilities
The downloadable application subscription offers expanded capabilities:
- Offline Access: Access to the digital database of manuals on a laptop, even without Wi-Fi or cellular connection.
- Machine Connectivity: Connect to equipment using an Electronic Data Link (EDL) for advanced diagnostics.
- Diagnostic and Calibration Tools: Clear and refresh codes, take diagnostic readings, and perform limited calibrations directly.
Caldwell emphasizes the value of training for maximizing the tool’s potential: “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.”
John Deere’s commitment to enhancing customer solutions is further demonstrated by the 2023 rollout of an enhanced customer solution. This includes a mobile device interface and the capability to download secure software updates directly to embedded controllers on select John Deere equipment with 4G MTG connections.
The wider availability of the Customer Service ADVISOR™ tool underscores John Deere’s dedication to maximizing customer uptime and promoting equipment repairability, providing valuable resources directly to those who maintain and rely on John Deere machinery.
