Deere adds new digital service program

John Deere announced it will phase out its Customer Service Advisor tool and has launched a new Operations Center Pro Service Tool, available now, “to enhance how equipment owners use, maintain, diagnose, repair and protect their equipment,” said the manufacturer in a press release. 

This new service tool appears to be a response to the ongoing FCC v. John Deere Right to Repair lawsuit. In that suit, the FCC’s legal team has been highly critical of Deere’s Customer Service Advisor, calling it an incomplete diagnostic tool. 

The new Operations Center Pro Service tool is available now in John Deere’s Operation Center app to equipment owners in the U.S. and Canada. John Deere says it will charge an annual license starting at $195 per machine for the tool. The company has not revealed how it will price the tool for independent service providers.

Deere said the new Operations Center Pro Service delivers new, industry-leading support capabilities for both connected and non-connected machines across John Deere’s agriculture, turf, construction, and forestry equipment portfolio. It includes the ability to install software when replacing electronic components or controllers, also known as reprogramming. 

This new tools adds to Deere’s existing digital support tools available to Deere equipment owners today – including the John Deere Operations Center, Equipment Mobile, and Shop.Deere.com – providing customers even more control over how they use, maintain, diagnose, repair, and protect their machines. 

“The launch of Operations Center Pro Service is a significant milestone that adds to John Deere’s existing tools, and it reaffirms our longstanding commitment to empowering customers to choose how they repair their equipment,” said Denver Caldwell, vice president of Aftermarket & Customer Support. “Importantly, our development of these tools reaffirms John Deere’s support of customer self-repair. We view continuously enhancing self-repair as consistent with our mission to ensure John Deere customers have the best machine ownership experience possible.” 

In addition to equipment owners, a local service provider can also use Operations Center Pro Service. With a John Deere equipment owner’s permission, independent providers can gain access to diagnostic and repair information to support the equipment owner’s needs. 

How It Works 

Operations Center PRO Service is based on foundational capabilities that are available at no additional cost upon purchase of John Deere equipment through Operations Center Service Overview and Equipment Mobile, including: 

• Operator’s manuals 
• Active and stored diagnostic trouble codes 
• Secure software updates 
• JDLink™ information 
• Warranty information 

What’s New 

The new Operations Center PRO Service delivers digital repair content filtered by year and model number, providing users with additional relevant machine information to help efficiently and accurately troubleshoot, diagnose, and repair their equipment. It’s designed to be intuitive and deliver actionable support in real-time. 

• Specific features now brought together in a single customer interface include: 
• Machine health insights and diagnostic trouble codes 
• PIN-specific machine content, including manuals 
• Software reprogramming for John Deere controllers 
• Diagnostic Readings 
• Diagnostic Recordings 
• Interactive diagnostic tests 
• Calibrations 

Equipment owners can access Operations Center Pro Service through the John Deere Operations Center. Once connected to the platform, owners will add their equipment into their account using the machine’s serial number. Use of an electronic data link may be required for more advanced features, including software reprogramming. Certain interactive tests, calibrations, and reprogramming limitations will exist at initial release.