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 from BJ to R regarding customer feedback on the Phantom model, with comparisons to the Ghost.
| Identifier | ExFiles\Box 69\4\ scan0081 | |
| Date | 6th August 1926 | |
| To R.{Sir Henry Royce} from BJ. BJ2/D6.8.26. My dear R.{Sir Henry Royce}, Phantoms. In a recent discussion about the Phantom with Wor.{Arthur Wormald - General Works Manager}, BY.{R.W. Bailey - Chief Engineer} and Hs.{Lord Ernest Hives - Chair} they mentioned that the most helpful and interesting points were the actual opinions expressed by our customers. I, therefore, asked our inspectors to give me a summary of their recent experiences, which are set out briefly in the attached. The chief difficulties which the inspectors have had to face are apparently the comparisons between the Ghost and the Phantom in some respects, as shown. It is appreciated that most of the points are already receiving attention and will be dealt with in future models, but you may care to look through them as I know you are always interested in the opinions of those who use our cars, whether they be praise or complaints. Of course we have very numerous records of satisfaction and praise, of which I also enclose a few. Of course the inspectors know that steps are being taken to overcome these difficulties in future models, and they have been told what to reply to these complaints in order to try to satisfy the customers. They are able to satisfy many of them, but some are very difficult to satisfy. I hope you will understand that the above points are not put forward as criticisms by London, but only in the hope that they may be of assistance when you are considering alterations or improvements and deciding which of them are urgent. I am forwarding these to you, partly because you mentioned to me recently that you wished to be kept in touch with customers' opinions of our cars, as they helped you in forming your conclusions when preparing new designs, and you might then be prevented from including items in your new designs which were not appreciated or required by the customers or Sales officials. Yours ever, Encs: | ||