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 to a customer regarding an elusive shock absorber issue, with an internal handwritten note questioning the communication strategy.
| Identifier | ExFiles\Box 47\5\ Scan217 | |
| Date | 3rd December 1928 | |
| c. to Hm. {Capt. W. Hallam - Head Repairs} ✓ X4118 File Expl: Dept: Hs {Lord Ernest Hives - Chair} /Rm {William Robotham - Chief Engineer} 3/LG. 3rd. Dec. 1928. F.H.Blackmore Esq., Grand Spa Hotel, Bristol. [Handwritten across text] C.L.G.B.M. 21 Dear Sir, The bearer of this note is one of our Experimental Dept. mechanics. We would ask you to allow him to work on your car when you are not requiring it until he is satisfied that he has cured your trouble. The reason that we do not anticipate that he will be able to effect an immediate cure is because the trouble is somewhat elusive. We find that shock absorbers which are perfectly silent on one car may be noisy on another, with a different type of body. We should therefore be very much indebted to you if you would allow our man to satisfy himself that he has established a permanent cure before he leaves the job. Yours faithfully, [Handwritten note below] Hs. {Lord Ernest Hives - Chair} I don't think this letter is a very wise action. Especially if we could manage to overcome the owners complaint without hinting to him that we are doing experimental work on his car. WHt [Stamp] RECEIVED 5 DEC 1928 | ||