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 complaints and the development of low-rating springs for the Phantom II & 25 HP models.
| Identifier | ExFiles\Box 17\1\ Scan050 | |
| Date | 13th July 1931 | |
| To Sg.{Arthur F. Sidgreaves - MD} From Hs.{Lord Ernest Hives - Chair} c. to FW. Wor.{Arthur Wormald - General Works Manager} c. to Cx.{Major Len W. Cox - Advertising Manager} C. c. to EP.{G. Eric Platford - Chief Quality Engineer} Ey. SPRINGING PHANTOM II & 25 HP. X.7410. X.5410. The reason for the development of low rating springs was because of customers complaints. The chief complaints came from U.S.A. where they definitely demonstrated to my satisfaction that the Phantom II cars which had been sent out there were not as comfortable riding as the Phantom I they were selling. Another serious complaint came from Sg.{Arthur F. Sidgreaves - MD} on the springing of 58-GN, which he considered was less comfortable than the Phantom I he had used previously, which had been modified to the U.S.A. standard. Cx.{Major Len W. Cox - Advertising Manager} now suggested that our standard springs are satisfactory. We are very pleased to hear this, except that on our last quarterly complaint list ending 30.6.31 there are about 30 customers complaints of uncomfortable Phantom II springing, and 15 complaints of the 25 HP. springing. If low rating springs are not to be used they should certainly be taken off the 25 HP. Trials car and Sg{Arthur F. Sidgreaves - MD}'s. car. As regards the cars xxxxxxxxxxxx in U.S.A., we should only be asking for trouble to send cars out there with standard springs. Experimentally we were never in such a good position as regards springing. We can now almost guarantee to satisfy any customer's individual requirements. It is unfortunate we cannot take advantage of this until the customer complains. Frankly, we think that the low rating springs are being turned down by FW. and Cx.{Major Len W. Cox - Advertising Manager}, who have had very little opportunity of appreciating the virtues of this type of springing. We hold the view that if we have thirty complaints, there are at least twice or three times as many customers who are not pleased with the springs but who do not complain. We think it is a curious position when the springing that satisfies our directors, cannot be used for customers. Sg.{Arthur F. Sidgreaves - MD} complained of Phantom II until low rating springs were used. Cor. considers the 25 HP. car is vastly improved with low rating springs. R.{Sir Henry Royce} at Le CanadelHenry Royce's French residence this year ran his car with low rating springs. Hs.{Lord Ernest Hives - Chair} | ||