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).
Policy options for handling car defects and customer complaints.
| Identifier | ExFiles\Box 47\1\ Scan391 | |
| Date | 1st November 1926 | |
| To Hs.{Lord Ernest Hives - Chair} from BJ. (g). Should we (i) wait for customer to complain? (ii) Cure every car that comes to us for any purpose? (iii) send men or new parts to cure every car delivered? (h). How many cars are in the hands of customers with the defect and how many have complained? That is to say, is it really a serious customer's complaint, or is it something of which only we complain. This is a very important matter as it closely concerns the reputation of our cars, and probably represents the expenditure of large sums of money in the totals. The above suggestion is following on the lines of our usual policy, which has been in vogue for some considerable time, of issuing a card to the Repair Dept. showing how all such defects should be dealt with, and each card is issued after being considered and approved first by the Works officials and then by R.{Sir Henry Royce} and BJ. The decisions presumably are also conveyed by Hm.{Capt. W. Hallam - Head Repairs} to all our Depots. BJ. | ||