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Customer Self-Service FAQ

Technical

Can I connect to Customer Self-Service on MyJDFAccount.com from another network (i.e. from work)?

You can access the Customer Self-Service on MyJDFAccount.com from any Internet connection that allows cookies. The email generated through Customer Self-Service will be sent to the email address you provided at the time of registration.

What are cookies?

A cookie is a tool that can "mark" a visitor to a website. Our site uses "session cookies" which disappear when you close your browser.

When I access Customer Self-Service through MyJDFAccount.com or select My Accounts a message box pops up telling me the site cannot be opened. Does this mean your web site is down?

No, if you receive this error message it is possible that you have lost your Internet connection, or the page entered is not valid. Customer Self-Service on MyJDFAccount.com is running within an environment where the functionality should always be available.

My Customer Self-Service screen displays don’t appear to be functioning properly. How do I correct this problem?

Some versions of Internet Explorer are known to have compatibility problems for some web pages.  These can be corrected by clicking on the compatibility view settings options found under the internet tools section of the task bar. Enabling compatibility view should correct any issues you have with screen display.

How can I view Customer Self-Service in French?

Changing your internet browser settings will allow for CSS screen display in French.  You can change your browser settings by navigating to Computer/Control Panel/Internet Options/Languages, select French (Canadian) and apply.

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User Name, Password/PIN and Challenge Questions

Why do I need a Personal Identification Number (PIN)?

To further safeguard your personal account information, you will be required to set up a 4-digit PIN in addition to your User Name and Password. You will be asked this additional piece of information when you sign in to verify your identity.

Do I use the same PIN when I call the automated phone system?

Yes, the same 4-digit PIN number will be used to gain access to the Web site and the automated phone system.

Does my Password/PIN expire?

No. Your Password/PIN will not expire, however you are able to update either one as often as you like via the Change PIN/Change Password link in the left Navigation bar after you sign in to your account.

What should I use for my Password/PIN?

Choose a Password/PIN you can remember, but not one that is easy for someone to guess, such as your date of birth or address. Passwords must be a minimum of 8 characters, including both numbers and letters with no special characters such as @, #, etc. Password cannot be the same as the User Name. The PIN is all numeric and 4-digits in length.Passwords are case-sensitive and must be entered exactly as they were originally set up.

How can I keep my Password/PIN safe?

Do not write your Password/PIN down and do not share it with anyone. If you think someone may have access to your Password/PIN, we encourage you to change it by selecting the Change Password/Change PIN link in the left Navigation bar.

I can't remember my Password/PIN. What should I do?

Your Password/PIN can be changed using the Forgot your Password/Forgot your PIN link on the Sign In page. You will be asked to provide your User Name, account number, and the answers to the challenge questions you selected during registration.

I can't remember my User Name. What should I do?

Select the Forgot Your User Name link on the Sign In page to retrieve your User Name from our records. For verification, you will be asked to provide your phone number, postal code, account number, and the email address that you gave us when you registered. (If you have updated your user email address since registration, use the most current address you provided to us). Your User Name will be sent to this email address once your information has been verified.

Can I change my User Name and/or Password?

You cannot change your user name. Your User Name uniquely identifies you as our customer and once selected is associated with you and cannot be changed. You can change your password or PIN via the Change PIN/Change Password link available in the left Navigation bar after you sign in to your account.

Can you save my User Name, Password and PIN so I don't have to remember it?

No. In order to keep your information secure, you are required to enter your User Name, Password and PIN each time you access your account information.

What are Challenge Questions?

During registration you will be asked to answer 5 challenge questions. Your answers should be known only to you. These are for your protection and convenience. Should you forget your Password or PIN you can reset them by correctly answering 3 out of the 5 questions you selected during registration.

Can I change my choice of challenge questions or change the answers to my challenge questions?

You can change your challenge questions or answers, after signing in by selecting the update profile link on the left navigation bar. You will then be prompted to select your new questions and answers.

I can’t remember my challenge questions/answers. What should I do?

If you have forgotten your challenge question answers, please contact Customer Service at 1-800-321-3766.

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Site Features

What services or features may be available to me when I register for My JDF Account?

You can view Account Information, or request additional Account Services. At Account Services, you can make an email request for such items as an Interest Paid Statement, copy of an Invoice, Account Transaction History or Paid in Full Letter.

What is the Account Summary?

The Account Summary is a view of your active accounts and accounts closed within the last 18 months. On this page you can also select a specific account to view the details of the account.

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Printing

Why does my printer cut off the page I am trying to print?

Our Website is designed to fit within 780 pixels. For the best quality print, use the print to PDF functions that are available on some pages.

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Account Maintenance

Can I change my address and phone number online?

Yes, you can submit a request to change customer information by going to Account Services. Here you can update information such as your address and phone number.

Can I change my email address online?

Yes, you can update your email address by selecting "Update Profile" in the left navigation bar, then selecting "Update User Information".

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Variable Rate Contracts

How can I view the variable rate changes applicable to my variable rate contract?

 You should use the  "Contact Us" link and make this request by using the email, phone, fax or write us contact information located there.

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Online Security

What Security measures are taken with information on Customer Self-Service MyJDFAccount.com, and how do I know my information is secure?

John Deere Financial uses Secure Socket Layer (SSL) technology to encrypt your personal information such as User Names, Passwords and Personal Identification Numbers (PIN), challenge question responses as well as other account information over the Internet. Any information provided to you is scrambled en route and decoded once it reaches your browser. You can look for the letters https:// at the beginning of a Web site URL in your Web browser. The "s" means that the Web connection is secure. You can also verify your session is secure by looking for a small padlock symbol which is usually located in the lower corner of your Web browser. Current versions of leading Web browsers indicate when a Web page is encrypted for transmission through this symbol.

Why do I get a Security Alert when accessing certain pages?

Security alert notifications are used by your selected browser when viewing both secured and unsecured information. You may see these alerts when graphics from a different site are displayed.

What should I do when I am done viewing my account information?

When you have finished viewing your account information on Customer Self-Service through MyJDFAccount.com, you should sign off and/or close your Web browser session. This prevents access to your account until you sign in to the site again.

What happens if I don't Sign Off?

You could potentially allow others who might use the same computer to access your account information saved in the memory of the browser until you sign off or close the browser session.

What can I do to protect my accounts?

John Deere Financial has implemented security measures to protect the privacy of your information, but you play an important role in keeping your information safe. You should memorize your User Name, Password and PIN and never write them down. It is also a good idea to change your password often and remember to sign off when you are done accessing your account information.

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General Lease

Can I have lease payments automatically deducted from my bank account?

Yes. By filling out our authorization form and faxing it to John Deere Financial, you can have your lease payments automatically withdrawn from the bank account you specify.

I recently made a payment on my lease. How do I find out the principal and interest breakdown of that payment?

A lease payment is a flat amount paid to the lessor for the use of the equipment. There is no principal portion and no interest portion; it is simply a rental payment. Consult your tax advisor if additional information is needed.

Is there an advantage to making a payment in advance?

No, the payment amount is due by the specified date, but there is no advantage to paying in advance.

Can someone else assume my lease obligation?

Assumptions may be possible. Contact your selling John Deere dealer for details.

What is the interest rate on my lease?

A lease payment is a flat amount paid to the lessor for the use of the equipment. There is no principal portion and no interest portion; it is simply a rental payment. Consult your tax advisor if additional information is needed.

I am being audited. The audit company wants John Deere Financial to complete a form. Where should I send the form?

Fax to: 1-888-446-1890
Mail to:
John Deere Financial
Attn: Customer Care

3430 Superior Court
Oakville, Ontario  L6L 0C4

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Lease Insurance

Do I have Physical Damage Insurance coverage automatically on my equipment?

Insurance is not automatically included with your leased equipment. You are required to insure your leased equipment with physical damage insurance and liability insurance.

Why do I need to obtain my own physical damage insurance?

The lessee is responsible for damages incurred to the equipment during the term of the lease. Physical damage insurance is required to assure funds are available to complete any significant repairs that may occur.

Why do I need to obtain liability insurance?

As the lessee you are required to carry a minimum of $1 million of liability insurance to protect you and John Deere against liability claims incurred while the equipment is in your possession.

The equipment I am leasing has been damaged. What do I do?

  • Report the incident to your insurance company immediately. They will guide you through the claim process. Inform John Deere Financial that there is an insurance claim being filed. Contact us at 1-800-321-3766.
  • Any payments that become due are your responsibility.

I have a cheque from my insurance company in payment of damages sustained to my equipment. John Deere Financial is listed as payee with me. How can I use this cheque to pay for repairs?

Send a letter to John Deere Financial requesting that the cheque be endorsed and returned to you. Be sure to include the cheque (do NOT endorse the cheque) and a copy of the work order with your letter. The cheque will be endorsed and returned to you via regular mail.

John Deere Financial Customer Service
Attn: Insurance Coordinator
3430 Superior Court
Oakville, Ontario  L6L 0C4

I have a cheque from my insurance company in payment of a total loss to my leased equipment. John Deere Financial is listed as payee. How should I handle this cheque?

  • Call John Deere Financial at 1-800-321-3766 to obtain a buyout figure and an invoice.
  • Endorse the cheque.
  • Return the bottom portion of the invoice and the endorsed cheque to the address shown on the invoice.

What if I change the company who provides my physical damage or liability insurance?

Provide a copy of any supporting documents and a request to correct your account to John Deere Financial at the fax number or address below.

FAX: 1-888-446-1890

John Deere Financial
Attn: Insurance Coordinator
3430 Superior Court
Oakville, Ontario  L6L 0C4

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Lease Tax

I'm sales tax exempt. Why am I being billed for sales taxes on my invoices?

Provide a copy of your tax exemption certificate and a request to correct your account to John Deere Financial at the fax number or address below. Your next invoice should reflect any applicable changes.

FAX: 1-888-446-1890

Mail to:
John Deere Financial
Attn: Lease Customer Care
3430 Superior Court
Oakville, Ontario  L6L 0C4

The sales tax rate for my area has changed but my invoice still shows my old tax amount. How do I get my account corrected?

Provide a copy of the tax law change documents and a request to correct your account to John Deere Financial at the fax number or address below. Your next invoice should reflect any applicable changes.

FAX: 1-888-446-1890

Mail to:
John Deere Financial
Attn: Custoemr Care
3430 Superior Court
Oakville, Ontario  L6L 0C4

The sales tax amount on my invoice is wrong. How do I get this corrected?

Provide a copy of any supporting documents and a request to correct your account to John Deere Financial at the fax number or address below. Your next invoice should reflect any applicable changes.

FAX: 1-888-446-1890

Mail to:

John Deere Financial

Attn: Customer Care
3430 Superior Court
Oakville, Ontario  L6L 0C4

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Lease Maturity


If you are approaching the end of your lease, we can help! Here is how to contact us:

 

Customer Care 1-800-321-3766

What are my options when my lease matures?

  1. Renew the lease (extend the original lease for an additional period of time)*
  2. Purchase the equipment outright
  3. Finance the equipment on an installment loan*
  4. Return the equipment to the dealership

 

It is our policy to mail a written notification of matured lease options to customers a few months prior to the maturity date of the lease. This correspondence includes a request to indicate your choice of options and then asks you to return the form to John Deere Financial.

If your lease agreement has no purchase option, your dealer or John Deere Financial will contact you prior to the maturity date to discuss end of lease term arrangements with you.

*For qualifying customers only / subject to credit approval.

What is a payoff quote?

A payoff is the amount you need to pay if you wish to terminate your lease prior to your maturity date.

What are Excess Use hours?

Each lease is written with a number of hours the equipment is allowed to be used during the term of the lease. This hour usage limitation is stated on the Lease Agreement that came with your packet of lease documentation. If equipment is used for more than this hour limit, there will be excess use hours on the lease. There is a per-hour fee to be charged for Excess Use hours. The per-hour fee is also stated in the Lease Agreement. This fee will only be charged if the unit is returned to the dealership. Purchasing the equipment, financing the equipment or renewing the lease do not trigger this fee.

Who do I contact for the payoff on my lease?

Payoffs are handled by the Asset Management team. Please contact them at 1-877-643-6768. Please have your account number, business name and address and be ready to answer questions to validate your identity. The security of your customer information is very important to John Deere Financial.

What is my purchase option?

If your lease contract is written with a stated purchase option, it is stated on the Lease Agreement which came with your packet of lease documentation. If your Lease Agreement has no Purchase Option, you will have to call Asset Management for this value. Please note that neither of these options are the final payoff if you choose to purchase the leased equipment at the end of the lease. The final payoff may include outstanding payments or any past due amounts owed from previous late payments with applicable taxes. Please contact the John Deere Financial Asset Management team at 1-877-643-6768 to request a payoff. Have your account number, business name and address and be ready to answer questions to validate your identity. The security of your customer information is very important to us.

Why does my purchase option stay the same if I do not use the equipment for all of the hours I requested?

Your lease was written with an assumption of the value it would have at the end of the lease given the hours of use, proper maintenance and expected condition the unit would be in if returned. Any over-use must be taken into account at the end of the lease. Over-use is accounted for with the Excess Use hour charge. There is no adjustment for under-use. It is your right, however, to purchase the equipment to take advantage of any perceived equity due to the lower hour usage.

What if I am done with my equipment before lease maturity?

The lease was written for a certain term and certain hours of use and maintenance expectations. At times, hour limitations are reached or a job is completed before lease maturity. To return equipment before lease maturity, check the equipment for damages that are your responsibility to repair and complete these repairs, clean the equipment, then keep it safe until it is returned to the nearest John Deere dealer. Inform the dealer you are returning leased equipment and ask for a storage receipt dated and noted with the hours on the equipment as proof of the return. Call John Deere Financial Asset Management at 1-877-643-6768 to notify them of the return. Please note that all lease payments must be made before your lease obligation is complete, even if equipment is returned before lease maturity.

If I return my leased equipment, when is it inspected and when will I know if there are damages I am responsible for?

On average, leased equipment is inspected by a qualified dealer service technician or third party professional within 30-days of being returned. The inspection information is submitted to John Deere Financial Asset Management, who reviews it for damages or excess use. If there are any billable charges, normally you will receive an invoice within 45-days of equipment return.

What if I have the need to use the equipment after lease maturity?

As your lease approaches maturity, you will receive a letter from John Deere Financial Asset Management notifying you of the upcoming lease maturity and presenting options. If you have questions about your lease maturity options or would like to speak to someone at John Deere Finance about your options, please call our Asset Management Team at  1-877-643-6768.

Can I walk away from my lease?

The expression 'walk away' implies that the intent is to return the equipment before lease maturity, stop making lease payments, and consider your obligation complete. This is not allowed per the lease contract and is considered an act of default. If you have a situation where you must return the equipment, begin by contacting your John Deere dealership. They can help by reviewing your situation and contacting the proper area at John Deere Financial to provide assistance. If you want to contact John Deere Financial directly, call Asset Management at 1-877-643-6768 and explain your situation.

Is there a pre-payment penalty if I pay the lease off early?

Lease termination before lease maturity is handled on a case-by-case basis. In most cases, a termination value rate (TVR) is used to calculate the payoff amount. The remaining payments and purchase option (stated or assumed) in the lease are discounted to the present value as of the payoff request date. John Deere Financial has one of the most favorable early payoff processes of any major leasing company.

Am I responsible for maintenance and repairs on my leased equipment?

Yes, as the Lessee, you are responsible. The owner of the leased equipment is the Lessor (John Deere Financial) during the lease term, but since the Lessee (you) has possession of the equipment during the term of the lease; the lease contract passes all obligations of equipment maintenance and repair to you.

What if I want to convert my lease to a retail note at lease maturity?

To discuss conversion of leases to a retail note at maturity, please contact Asset Management at 1-877-643-6768.

When I payoff the purchase option on my lease, will I receive a confirmation form?

A confirmation of payoff form is not normally sent when a lease is paid off. If one is required, please contact Customer Care at 1-800-321-3766.

The asset descriptions listed in my lease invoice are not clear. How do I get a better description of my leased equipment?

Please call Customer Care at 1-800-321-3766 or Asset Management at 1-877-643-6768 for assistance.