How, In The Day, RR & Bentley Redirected “Misunderstandings” Back To The Dealer
by Gunnar Heinrich ::: img via IMCDB ::: Rolls-Royce & Bentley Customer Service in the 1980s
INSIDE a nifty five page pamphlet circa 1988 called the “Rolls-Royce & Bentley Customer Satisfaction Guide” is a carefully worded slight of hand.
Rolls-Royce, then “A Vickers Company” (!) sought to pre-emptively console the would-be troubled owner who, with wounded ego and feathers suitably ruffled, would remonstrate in the strongest terms by taking his grievance straight-to-the-top!
A thousand dollars for one Avon? I said I wanted Aubergine piping, not purple! How much for an oil change, again?
Lord knows the kinds of complaints they fielded – particularly in the prickly 80s.
How the buck was ever so carefully passed:
We understand and we ask you to recognize that despite our efforts and those of our dealers, misunderstandings can occur. Should a situation arise that you do not understand or is not handled to your satisfaction, we suggest you proceed in the following manner.
First- report your problem or concern to a representative of the dealer management staff. As all problems must ultimately be resolved at the dealer level, it is important to you and your dealer that he be allowed the opportunity to effect a solution to your problem. If your inquiry is not resolved to your complete satisfaction, ask to speak with the dealership owner. As it is his business, he is most concerned with your continued patronage.
Second- if your Rolls-Royce dealer has not satisfactorily resolved your problem, you may wish additional review by Rolls-Royce Motors Inc.
Oh, very well. If we must.
About the Author: Gunnar Heinrich is publisher of Automobiles De Luxe online and is executive producer of the Automobiles De Luxe Television series on PBS member station CPTV.
Jim | Jun 2, 2010 | Reply
A reminder that you are the dealers customer and the dealer is the manufacturers customer.
G | Jun 2, 2010 | Reply
Even so, isn’t it funny that they felt compelled to put it in writing?
Jim | Jun 4, 2010 | Reply
It is, but consider who the buyer is. The typical buyer of a Ford or Toyota who attempts to call the manufacturer with a complaint will find a number that hits the switchboard or a call center and then be shunted off to the dealer again after they tell their tale of woe. But a Rolls buyer has the resources to find his way to the RR executive suite and if he happens to be a Brit, may have belonged to the same dining club in college.