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 guidance for service stations on handling incurable issues like gear rattles and collapsed filter elements.
Identifier | ExFiles\Box 107\2\ scan0033 | |
Date | 12th October 1938 | |
[REDACTED] [REDACTED] w/K Rm{William Robotham - Chief Engineer}/GWH.{George W. Hancock - Head Chateauroux} [REDACTED] [STAMP: OCT 14 1938] BY.20/G.12.10.38. [Handwritten]: Copy of Mc 10/10/38 you already have AR 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 indetail and either a method of overcoming 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. A similar case to the above arises in connection with shock dampers in relation to rear axle patter and rattle, here again we have no remedy and a similar course must be followed. Where a filter element has collapsed, until the reinforcement piece is available, it will, of course, be necessary to replace the filter element, as the cause of the trouble is blocking up of the filter and the fact that it has collapsed indicates that it is no longer useable. The reinforcement, of course, must not mislead the Depots, as to the need to clean the filter element. In the meantime, I should consider it desirable to [replace - strikethrough] [Handwritten: clean] the filter every 5,000 miles. In connection with petrol pumps, it is important | ||