From the Rolls-Royce experimental archive: a quarter of a million communications from Rolls-Royce, 1906 to 1960's. Documents from the Sir Henry Royce Memorial Foundation (SHRMF).
Letter addressing customer policy and a specific issue with road springs on Mr. Joll's car.
| Identifier | ExFiles\Box 33\1\ Scan262 | |
| Date | 18th November 1925 guessed | |
| -2- it is to our mutual benefit, as well as to the customer's benefit, that the customer shall not start in the first place on a car with which he might be disappointed. We must give him the perfect Rolls-Royce car in the first instance. If the customer does not appreciate our policy in trying to do our best for him, it is always regrettable, but we cannot do more than stick to the policy which we are confident is the only policy we could possibly adopt. We are always extremely careful never to guarantee the delivery of a chassis or car on any particular date, although we do say the date on which we expect we shall be able to deliver it. In regard to the road springs on Mr. Joll's car, which in our opinion are not giving absolutely satisfactory results now that the body is fitted (and, as you know, every pair of springs varies quite a lot, although they are supposed to be exactly the same), we are willing in this instance to arrange for the customer to use the car for a short time with the present springs, if he would prefer to do so, on the clear understanding that the car shall be returned to us shortly for the new springs to be fitted; unless, of course, he is satisfied with the springs which are at present on the car. We have given instructions for fresh sets of springs to be sent down from Derby as soon as possible. I trust this letter may be of some assistance to you in placing our views before your customer, and explaining that we are really doing our best. You may rely on our Test-ing Department dealing with the matter with the utmost urgency in the meantime, as they have my personal instructions to do everything possible to arrange for this car to be delivered at the earliest possible minute. Yours faithfully, For ROLLS-ROYCE, LIMITED, (Sgd.) B. Johnson H.{Arthur M. Hanbury - Head Complaints} General Manager. | ||