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).
Managing customer complaint forms and standardizing free-of-charge repair work.
| Identifier | ExFiles\Box 161a\2\ scan0054 | |
| Date | 27th October 1937 | |
| Hs.{Lord Ernest Hives - Chair}/LS.1/T27.10.37 contd: -7- General Complaints contd: Customers' Complaint forms contd: It was pointed out to Br.{T. E. Bellringer - Repair Manager} that he had not been issuing as many customers' complaint forms as the other Depots. He said that he was under the impression that those concerned were not interested in having more than one sheet to report the same type of complaint. Hs.{Lord Ernest Hives - Chair} pointed out however, that one of the principal functions of the sheet was to impress on technical people the amount of money which it was costing the Company to carry out free of charge repairs, and that he wanted a sheet for every car suffering from serious or frequently recurring troubles. Free of Charge work. Sg.{Arthur F. Sidgreaves - MD} said that the expiry of the guarantee period must be regarded more strictly on Bentley than on RR. cars, and that doubtful cases of an expensive nature should be referred to the Administration. He also pointed out that although at the last conference on Service Complaints, heads of Depots had been asked to meet and draw up a list of charges for standard jobs involving free of charge work which would be common to all service stations, they had made no report of their conclusions to the Management. One typical case where Service Stations followed a different ruling was, that whereas Kingsbury re-bore Bentley Blocks free of charge within 30,000 miles, Derby attempts to make the customer pay after 25,000 miles. Hd.{Mr Hayward/Mr Huddy}, Br.{T. E. Bellringer - Repair Manager} and Pk. were asked to consider this matter once more and submit their recommendations to the Management. | ||