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).
Typed memo discussing customer service issues regarding battery problems, vibrator-control, and fitting a special output switch to a car.
| Identifier | ExFiles\Box 59\1\ Scan053 | |
| Date | 1st December 1932 | |
| S/W. Hs{Lord Ernest Hives - Chair}/Wst...from PN.{Mr Northey} Copy to Sg.{Arthur F. Sidgreaves - MD} Wor.{Arthur Wormald - General Works Manager} Cx.{Major Len W. Cox - Advertising Manager} X6045 PN.{Mr Northey}2/WTL.12.32. Sir Norman Watson. 38-MY. Referring to your Hs{Lord Ernest Hives - Chair}/Wst.7/AD30.11.32. Your 1st par. Your explanation that you are unconvinced that this case is more difficult to deal with than that of certain other cars in service does not help us, nor make it less important to try and satisfy this new owner. 2nd par. It was never suggested that the difficulties in connection with the battery would be amplified by the short periods when it would be left standing. 3rd par. In referring to the vibrator-control, you did not reply to the only question asked about this, i.e. as to whether such control would be an advantage in these difficult cases over the present system. 4th par. Of course you do not favour the idea of giving customers some special control any more than we do ourselves, as I have stated in my memo, in the 3rd par. from the end, but when special difficulties or customers have to be dealt with we have to put our heads together in order to arrive at a solution. 5th par. I appreciate you are more concerned with the type of customer you refer to using his car in congested traffic areas, but that does not justify our neglecting the worries and difficulties of a new wealthy owner, whose troubles are not precisely of the same description. Penultimate par. Your reference to a special switch being fitted to Sir Norman Watson's car enabling him to obtain full output when he desired, is I think, a wise plan in this case. I have written to him as per enclosed copy, from which you will see that it is made perfectly clear that we should not include the dynamo in our guarantee under conditions of such a switch being fitted. PN.{Mr Northey} WST See me HS{Lord Ernest Hives - Chair} | ||