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).
How to handle a customer's complaint about a battery on chassis G.F.74.
| Identifier | ExFiles\Box 47\4\ Scan033 | |
| Date | 17th February 1925 | |
| X.4118 Hm.{Capt. W. Hallam - Head Repairs} c. EFC. c. Wd.{Mr Wood/Mr Whitehead} BYG/H.{Arthur M. Hanbury - Head Complaints} 17. 2. 25. CHASSIS G.F.74. EDGAR ALLEN. Referring to Hm{Capt. W. Hallam - Head Repairs}/NRC{N. R. Chandler}11/EW. 13.2.25. it is evident that the customer will never be satisfied with the battery that he has got. There is no object in us annoying the customer by appearing to be unnecessarily obdurate; I therefore consider that the right policy to adopt is as follows:- 1. Arrange for the customer to send his car up here. 2. Hm.{Capt. W. Hallam - Head Repairs} should indent for an Exide battery of the new type, X.L.3/4, which is of larger internal capacity and frame clearances, and has been made to a definite specification for plates and clearances as specified by this Company. We should change his Exide battery for the new one quoted above. When ordering the battery, it should be made quite clear to the Order Office that it is a battery of the new type that is required, and that it should be charged against a policy number, and not against the customer, it is not RDM. question as we are satisfied that generally speaking customers have no general complaint. Apparently this particular customer is a faddist with regard to the battery, and therefore I propose to change the battery, and when the old battery is received, it should be sent in to Mr.Clarke for him to check that the battery has no obvious defect, when it should be handed to Test Dept. to be used for test purposes. DATE PASSED BY.{R.W. Bailey - Chief Engineer} [Signature] | ||