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).
Customer's complaint regarding his car and the strategy for handling his desire to exchange it for a new Phantom II.
| Identifier | ExFiles\Box 47\2\ Scan166 | |
| Date | 16th November 1929 | |
| -2- Fm12/W16.11.29. 99-WR. When we arrived at the house I suggested to him that he should not, at the present, express any opinion about the Car, but wait until he had had an opportunity of using it for some time. At this stage of the proceedings he was quite amiable, and I ventured to suggest to him that I hoped that from now onwards all his troubles would be over, and his complaints would be a thing of the past. His final remarks as he left with his Wife in the Car, were "Now that you have got this Car right you had better ask you Firm how much they would allow me for it in part exchange for a Phantom II" My general impressions of this case were as follows :- His chief grouse is that we have introduced the new model whilst his own was almost new, and he is using a legitimate springing complaint in order to give vent to his feelings on account of having been unfortunate enough to buy his present Car at the time he did. His abuses are so excessive that there is no doubt he is not doing us the damage he thinks he is. My feelings are that we shall do more good negotiating with him by personal visits, rather than by correspondence. In his present frame of mind he would pick out the words "Dear Sir" in any letter which we write him in order to abuse and further insult the Company. I should imagine that if he is to be a friend of the Company, everything will depend upon the terms on which we take back his own Car and supply him with a new PhantomCodename for PHANTOM I II. It is very important that when he goes to see the Dunlop Company, or writes them, about the tyres pressures, that they don't make a mistake and give him different figures for the pressure in his tyres than the ones we gave him before taking out the Car for a trial run. Fm. | ||