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).
Methods for handling customer complaints regarding Phantom steering and springs.
| Identifier | ExFiles\Box 68\1\ scan0161 | |
| Date | 13th August 1926 | |
| To Hs.{Lord Ernest Hives - Chair} from BJ. c. to Wor.{Arthur Wormald - General Works Manager} Hs{Lord Ernest Hives - Chair} X8450 BJ9/D13.8.26. Phanton Steering, Springs, etc. Further to BJ7/D12.8.26, in discussing this matter with R.{Sir Henry Royce} you will doubtless arrange to place before him the relative cost of the two methods of dealing with complaints, as this is most important. Generally, our suggestion would be in regard to cars which we can get at easily that we should alter the side steering tube springs only and then keep close track of that car to make sure that it is giving satisfaction to the customer, and if later we find it still was not giving satisfaction we should make the further alterations. In regard to cars abroad in places where we have no depots it seems probable that we should have to deal with the complaints by making all the alterations. Of course in every case we shall have to use our discretion as to the extent of the complaint and the type of customer we are dealing with. BJ. | ||