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).
And prioritizing customer complaints regarding the Phantom model.
| Identifier | ExFiles\Box 47\1\ Scan412 | |
| Date | 21th December 1926 | |
| XCP117 BJ. C.R. e.{Mr Elliott - Chief Engineer} Rg.{Mr Rowledge} c. Hce. c. Hs.{Lord Ernest Hives - Chair} BY3/H.{Arthur M. Hanbury - Head Complaints} 21.12.26. RECEIVED PHANTOM COMPLAINTS. -------------------- With reference to BJ1/E.19.11.26. the matter has been discussed with all the various people concerned and the position resulting is as follows:- 1. It is not considered that we should at the moment deal with every item about which there has been complaint. There are a certain number of outstanding items which it is generally considered should be dealt with. The items in question are, in order of importance, as follows:- a/- Steering. This complaint demands a new worm and nut giving a lower steering ratio and an improved side steering tube having lighter springs with greater travel. b/- i. Addition of roller bearings to throttle. ii. Modifying angle at which the throttle valve closes. iii. Ball bearings on operating shaft for throttle. c/- Autovac improvement. Special restriction valve in the elbow of the autovac to cut out torque variations at low car speeds. d/- Burning of platinum points. This item has become far less in evidence during the last six months. It was agreed that Hs.{Lord Ernest Hives - Chair} should deal with 12 cars in order to obtain first hand evidence. Repair Dept. were to put Hs.{Lord Ernest Hives - Chair} in touch with the cars. So far, Hs.{Lord Ernest Hives - Chair} has only dealt with three cars on this basis. 2. It was considered that possibly to deal with all the points raised might mean too great an expenditure at the present moment. If this was the case, it was definitely agreed that the steering issue as a complaint stood far ahead of any other complaint that had been raised, and that money spent on putting the steering right would give a far bigger percentage increase of satisfaction to the owner than would all the other items put together. Contd. | ||