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).
Service and support strategy for Derby-built cars intended for sale in the U.S.A.
| Identifier | ExFiles\Box 19\4\ Scan286 | |
| Date | 7th January 1931 | |
| To Sg.{Arthur F. Sidgreaves - MD} From Hs.{Lord Ernest Hives - Chair} c. to WCr. 8777 Hs.{Lord Ernest Hives - Chair}2/MJ. 7.1.31. SERVICE OF DERBY BUILT CARS IN U.S.A. It will be necessary to give the question of service careful consideration. The cars to be sold in U.S.A. will be 'boomed' as the genuine Derby built R.R. car, their intention is to make a big point of this. It naturally follows that if the car does not give satisfaction, our reputation must suffer. However willing R.R.A.I. may be to take over this responsibility the position is that they have no-one there at the present time who knows anything about the contruction of the Phantom 11 or 25 HP. chassis. There are Phantom 11 cars running about in U.S.A. which are not as good as they might be owing to the lack of knowledge. (There are 42 Phantom 11 cars in U.S.A.). It will be understood that although we may send them drawings and instructions this cannot convey sufficient information. I pointed out this position to R.R.A.I. and they accepted it. They said they would be very pleased to have all the help we could send. I told them that as they were expected to look after the servicing of the cars we should expect them to help themselves and they ought to send someone to England. It is unfortunate that the two officials who were sent over here to find out all about Phantom 11 had now both left them. (Oy. and Srn.). Mr. Beaver said that they would be quite prepared to consider any proposition we put forward to help this job. My recommendation is that they should send someone over here whilst the 200 cars are being built so that he can see what goes into them and how they go together, and test them on this side. If he comes over fairly soon he ought to be able to get back before they have completed any cars with bodies. They should send a responsible man who can pass the information round to their various Depots. We on our side should anticipate that when we reach the stage of regularly exporting cars to U.S.A. we shall be committed to send someone out there to help them, they will need it and our reputation will demand it. Hs.{Lord Ernest Hives - Chair} | ||