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).
Agenda for a meeting on service complaints, covering chassis issues, free of charge work, and depot sheets.
| Identifier | ExFiles\Box 107\2\ scan0237 | |
| Date | 25th May 1937 | |
| Rm{William Robotham - Chief Engineer}7/R.19.5.37. AGENDA FOR MEETING ON SERVICE COMPLAINTS. TUESDAY, MAY 25th, 1937. (1) THREE WORST COMPLAINTS ON CHASSIS. In order to ensure that the complaints which are annoying the customer most are receiving priority, it is proposed to ask Depots to select monthly the three troubles which, in their opinion, are the most acute on any particular chassis. We expect to receive complete information regarding these complaints, also that Depot heads will carry the responsibility of making recommendations as to how the troubles should be put right. The Expt. Dept. are always ready to send someone to the Depot to investigate a problem on the spot if they can be notified when cars suffering from the complaint are available. It is hoped by this move to - (a) reduce the number of disgruntled owners. (b) prevent epidemics of trouble occuring which necessitate panic legislation often entailing costly changeovers. (2) FREE OF CHARGE WORK. Represents a large sum annually. Records of the defects which are responsible for this expenditure are to be improved so that the Design & Development Department may have past mistakes brought home to them, with a view to avoiding a repetition of such errors in the future. Also, statistics are to be kept as to which officials authorise free of charge work. It is accepted that customers can generally be satisfied if enough is given to them, but that this is not always the best policy. (3) DEPOT SHEETS. Discussion is invited as to how these can be improved. Is money sometimes squandered changing over parts when actual customers' complaints, or the state of the parts in question, do not justify the expense incurred ? We think so. Can Depots check up continually on this to avoid unnecessary extravagance ? | ||