If a user faces a novel problem with how a machine works, it would still take time for that issue to get back to John Deere, which would verify it, then issue a PIP in Pro Service. In the meantime, the person dealing with the broken tractor won’t have the needed information to figure out exactly what is going on. Ideally, many of them would like to be able to troubleshoot the problem themselves, without having to use the company’s proprietary software. “They’re still not giving us access to that next level that we have to have for some of the most difficult problems that we encounter,” Wilson says. Willie Cade, a board member of the advocacy group Repair. org and frequent critic of John Deere, takes that a step further
