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).
Strategy for handling incurable engine knocks in Phantom models.
| Identifier | ExFiles\Box 47\2\ Scan029 | |
| Date | 4th November 1927 | |
| COPY. BJ - Urgent. H5/LH{Mr Haworth}-4/11/27 INCURABLE PHANTOM ENGINE KNOCKS. He attached memo and Hm{Capt. W. Hallam - Head Repairs}'s suggestion that we should temporarily confess to customers that there is a knock in some of our engines that we do not for the moment know how to eliminate, and that they should go on using their cars with an undertaking from us to put the matter right as soon as we have devised a cure - I understand you want my views. It seems to me that the risk of harm to the Company by adopting any such policy is if the knock is noticed and complained of soon after delivery, or any time, say, in the first 5000 miles. The risk we run then is that the customer may not only feel, but put about, that Rolls-Royce have delivered to him a dud engine, knowing it to be one; that the general standard of the Company's production has been severely lowered in quality. If, on the other hand, the knock only shows itself, and can never show itself until the car has run some thousands of miles, I think we could get away with an explanation such as Hm.{Capt. W. Hallam - Head Repairs} suggests; for we could claim that no testing could extend to such a mileage as would reach the point where the trouble shows. Hm{Capt. W. Hallam - Head Repairs}'s suggestion, therefore, in the case of customers who are our sincere well-wishers might be all right, but the moment we get one or two who are not, the information will fly round amongst their friends and the rival manufacturers, and do really serious harm. H.{Arthur M. Hanbury - Head Complaints} | ||