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).
Letter concerning a dissatisfied customer's issues with a 20/25 model and the potential damage to the company's reputation.
| Identifier | ExFiles\Box 107\3\ scan0036 | |
| Date | 4th October 1935 | |
| X561 W/S. Mr.Hanbury. Hs{Lord Ernest Hives - Chair}/Rm.{William Robotham - Chief Engineer}12/MA.4.10.35. I heard from some friends of mine the other day who are Bentley owners that an acquaintance of theirs, Mr.Ben Clark of Staffordshire was a very dissatisfied Rolls-Royce owner. He apparently bought a 20/25 fitted with a Thrupp & Maberley body, and has had a lot of trouble with carburetter flooding and also with the body. His wife was going to buy a Bentley but was so disgusted with the 20/25 that she has got a Railton. You will appreciate that all this information is second hand and that I have no idea what sort of a person Mr.Clark is or whether his complaints are justified or not. It seems to me however, that he is definitely doing harm to Rolls-Royce reputation wherever he goes and with a little tactful handling this can be avoided. I should be glad to know whether you are able to do anything to satisfy him. Hs{Lord Ernest Hives - Chair}/Rm.{William Robotham - Chief Engineer} | ||