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).
Customer complaint letter regarding a 1921 vehicle and its various faults.
| Identifier | ExFiles\Box 80\2\ scan0378 | |
| Date | 30th April 1921 | |
| G.{Mr Griffiths - Chief Accountant / Mr Gnapp} M.{Mr Moon / Mr Moore} Heckscher. 50 East 42nd. St.{Capt. P. R. Strong} New York City. To:- Mr. E.W.Caswell, Rolls-Royce Co., Harris Ave., Long Island City. April 30, 1921. Rolls-Royce Agency, Brewster & Co., Long Island City, N.Y. Gentlemen, I wish to express my entire dis-satisfaction with the 1921 Rolls-Royce car which I purchased through you. The only thing I like about the car is the body. Beginning with the 1913 model, which I still have, I have bought six Rolls-Royce cars and this new one is not as good as any of the others. I should compare it to a high class American car that had had five years of use. The ignition is very unsatisfactory and the riding is extremely poor. There are other faults, including clattering noises from the rear springs. If the Rolls-Royce Company turns out cars of this description, it is my opinion, and perhaps I am somewhat qualified to judge, they will lose their popularity and ruin their business. One is willing to pay a high price to get something that is worth it, but correspondingly dissatisfied when one does not get one's money's worth. I would ask you to kindly forward copy of this letter to whoever is in the highest authority as representing the Rolls-Royce Company here in America. I am sending copy of this letter to Mr.Caswell, as I expect to send the car over there on Monday. I do not care to run it any longer as it is. I have run it approximately four hundred and fifty miles with the greatest care, wishing to give it every opportunity to prove itself when I expected it to be, however without success. Yours very truly, (Signed) G.{Mr Griffiths - Chief Accountant / Mr Gnapp} M.{Mr Moon / Mr Moore} H.{Arthur M. Hanbury - Head Complaints} GMH/ML. | ||