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).
Process for handling and recording customer complaints regarding the New Phantom model.
| Identifier | ExFiles\Box 47\1\ Scan311 | |
| Date | 24th June 1926 | |
| COPY. To BJ from H.{Arthur M. Hanbury - Head Complaints} Re: Complaints. Replying: to your memo attached, the present arrangement is that every three months, we make a return to Wor.{Arthur Wormald - General Works Manager} of the Chassis Nos. as to which complaints have been received, under certain headings, which are considered numerous enough to be collected. This was started soon after complaints began to be received about the New PhantomCodename for PHANTOM I, and it still goes on. Further a copy of every Inspection Report or Memorandum resulting from an interview with an owner or driver, is sent to EP{G. Eric Platford - Chief Quality Engineer}, to Wor.{Arthur Wormald - General Works Manager}, and to N. Yesterday when at Derby I suggested to Wor.{Arthur Wormald - General Works Manager} that he might with advantage have a statistical extract made from the Cricklewood job cards, all of which are sent to him on the completion of the jobs. Cricklewood does not, and is not in a position to collect statistical records of the types of repairs they carry out, but Wor.{Arthur Wormald - General Works Manager} saw at once the advantage of having a record extracted regularly from these job cards, and keeping in connection with it a careful record of what jobs arose and how soon after the delivery date. He seemed to think this was a good idea. The only way in which I can get the field further covered is by getting more visits done. I talked this over with C. yesterday, and proposed, as soon as my car is ready for me, to avail myself of the arrangement you agreed to last year, viz:- That both Bt.{Capt. J. S. Burt - Engineer} and I should be on the road up to four days a week so long as Hr. and Frith were available to attend to callers at the office. H.{Arthur M. Hanbury - Head Complaints} | ||