How Rolls-Royce Handles a Recall

Super-luxury automaker Rolls-Royce just announced a recall of its 2013 Phantom lineup. Call backs are never a good thing, but they can be especially embarrassing at the ultra-premium end of the market. How does the company treat its “high rolling” customers when something unexpected happens?

“When you’re at this level you shouldn’t have to accept any compromise,” said Oleg Satanovsky, Product Communications Manager at Rolls-Royce Motor Cars. “Really our philosophy from designing your own car, to taking delivery to service should be as effortless as possible,” he said.

Up to 27 Phantoms in the United States were affected by the recall. The cars may be lacking anti-misfueling devices, parts that reduce static electricity when filling the tank and consequently the risk of fire. In many ways, yesterday’s announcement of a recall was a moot point. Already the company has checked out 26 of those vehicles and none of them have been missing the part. One customer is out of town so they’re still waiting to inspect the final vehicle.

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“This was more of a precautionary recall,” Satanovsky said. Around the world up to 72 cars may have been affected.

Of course if a Rolls-Royce owner does have technical difficulties “The dealer would pick up the car from the customer’s home… to make it the most convenient for the customer as possible,” Stanovsky said.

Not surprisingly with such platinum-level clientele “Loaners are hardly ever requested.” But if one is needed they’re handled on a store-by-store basis. “Each dealer does have one or two demo vehicles,” Stanovsky said.

Some automakers may claim to have the best warranty in the business but each Rolls-Royce is backed by a 4-year unlimited-mile warranty. “The car is one thing, but the level of service that comes with the car is just as important,” said Stanovsky.

GALLERY: 2013 Rolls-Royce Phantom


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