Heavy equipment manufacturer commits to complete common repairs within 48 hours or compensate customers as part of enhanced service program launching in 2026.
22 Dec 2025 | 1350 Views | By Angitha Suresh
Caterpillar Inc. announced December 17 that it will implement a new Services Commitment program for Customer Value Agreement (CVA) holders, guaranteeing two-day completion of common repairs or providing payment to customers if the deadline is not met.
The program, set to begin rolling out globally in the first quarter ...
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Caterpillar Inc. announced December 17 that it will implement a new Services Commitment program for Customer Value Agreement (CVA) holders, guaranteeing two-day completion of common repairs or providing payment to customers if the deadline is not met.
The program, set to begin rolling out globally in the first quarter of 2026, applies to CVAs that include dealer labor coverage. Under the Two-Day Repairs commitment, customers will receive financial compensation if their equipment repairs take longer than 48 hours to complete.
Parts Availability Component
The Services Commitment also includes a Parts Next-Day guarantee, ensuring maintenance, wear and repair parts are available for pickup at the customer's selected dealer location. The program aims to reduce equipment downtime by providing faster access to necessary components.
"Customers dealing with downtime need to act fast, and they need parts to get the equipment up and running quickly," said Ebban Clause, vice president of sales and marketing for the Construction Industries Services Division.
Program Features
CVAs with the new Services Commitment will provide 24/7 access to equipment health management tools including VisionLink and Cat Inspect. The agreements offer equipment coverage options that can be customized, with portability and transferability features available depending on customer needs.
Customers receive support from local Caterpillar dealers and access to genuine parts and fluids for scheduled maintenance at their preferred locations.
Rollout Timeline
The global implementation will continue throughout 2026 and into 2027, with availability varying by region. The program excludes Brasil, Sweden, Korea, and Russia in the initial phase. Specific terms, conditions, and coverage details for major repairs are available through authorized Cat dealers.
Caterpillar, headquartered in Irving, Texas, reported sales and revenues of $64.8 billion in 2024. The company manufactures construction and mining equipment, off-highway engines, industrial gas turbines and diesel-electric locomotives. Operating for 100 years, Caterpillar conducts business globally through three primary segments: Construction Industries, Resource Industries, and Energy & Transportation, along with a Financial Products division.