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 detailing a customer complaint from Mr. F. C. Burgess regarding the springing on car 27-RY and the urgent need for resolution.
| Identifier | ExFiles\Box 17\1\ Scan111 | |
| Date | 10th May 1934 | |
| S/W(H_) E/W. c. to Cr.{Mr Cra???ster / Mr Chichester} c. to Hs.{Lord Ernest Hives - Chair} HG/H10.5.34. Complaint car : F.{Mr Friese} C. Burgess, Esq., - 27-RY. We are anxious that you should have the fullest possible knowledge of the position in the case of this springing complaint, especially as Mr. and Mrs. Burgess are very upset and some action will have to be taken very shortly. You will recall that in your HG/WW27/WW25.4.34. you reported that in Hs{Lord Ernest Hives - Chair}' view the way to deal with the matter would be to send a representative from the Experimental Department to go into the matter closely with Mr. and Mrs. Burgess. This was communicated to Mr. Burgess who did not reply. After he had sent the car back to the coachbuilders at Farnham for certain coachwork matters, however, he wrote to express great dissatisfaction that we had not attended to the springing and taken his driver's instructions during the one day the driver was at Farnham. He explained our difficulties in a letter to him of May 7th, of which a copy will be in your files. Mrs. Burgess called here yesterday and we were able to obtain from her a promise to give us twenty-four hours notice direct of when the experimental department's expert should go to Bristol, which can only be when the coachbuilders, Abbotts of Farnham, redeliver the car, anticipated at the end of the week. The reason for the urgency is that Mr. Burgess - already upset at finding a new car was uncomfortable, is horrified at the thought that you may not be able to complete the necessary work before the Whitsun holiday, when she and Mr. Burgess are dependent on the car. It was also decided with Mrs. Burgess that her driver was quite capable of expressing her and Mrs. Burgess' views of the springing to your expert. She said, however, she would endeavour to be available to go out with your expert. We would remind you that Cr{Mr Cra???ster / Mr Chichester}, though, of course inexperienced | ||