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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).
Incurable customer complaints, particularly gear rattles and slipper wheel sticking on the 25/30 model.

Identifier  ExFiles\Box 131\2\  scan0282
Date  19th October 1938
  
M113
Sg.{Arthur F. Sidgreaves - MD}
Hs.{Lord Ernest Hives - Chair}
C.
H.{Arthur M. Hanbury - Head Complaints}
Rm.{William Robotham - Chief Engineer}
Da.{Bernard Day - Chassis Design}
RHC.{R. H. Coverley - Production Engineer}
LA.{L. A. Archer}

By.2/N.19.10.38.

Re: COMPLAINTS.

I am attaching hereto a memo covering the matters which have been submitted to me by Rm{William Robotham - Chief Engineer}/GWH{George W. Hancock - Head Chateauroux}, as representing complaints for which at the time they were submitted there was no cure.

In order to assist the Service Stations as much as possible, each of the complaints raised have been discussed in detail and either a method of over-coming the trouble indicated or experiments have been put in hand to endeavour to find a solution for the trouble in question.

It will be noticed that there are some points to which we have no solution nor do we expect to find one, such as gear rattles on the 25/30. In instances of this kind, that is where we have no remedy and a customer brings his car in for attention, unless there is something obviously wrong, such as the slipper wheel sticking, and the rattle is very bad, the customer should be told what the position is i.e. that the rattle is the result of wear and tear, and it cannot be cured except by replacement of the gears, which would have to be done at his cost. Even if the trouble is a slipper wheel sticking and the rattle is bad, if the car is out of the guarantee the customer must be charged, and should be informed that this is the case when the car is brought in.

In view of this report it is not considered necessary to have the proposed service conference.

By.{R.W. Bailey - Chief Engineer}
  
  


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