One done, one more to go

 

At 11 o'clock on Friday morning I was submitted and admitted to Mater hospital for a quick fix. Nothing spectacular - just a long overdue knee surgery, a routine 'day stay' procedure. This was my first encounter with the medical system in decades. In one word: impressive. The welcoming sign: "Today, 17 surgeons will operate in 13 theatres and we will serve 73 patients". And they did, indeed. It was like being in the middle of a well executed military operation: admin staff, nurses and doctors flying around like bees, quietly, efficiently and skilfully handling patients all day long. Politeness overflowing, on every level of engagement. The ward was spotlessly clean. Not for a moment was I in doubt that I was in good hands; perhaps the best in Sydney. Yes, there was a ton of administration, pages of questionnaires, and often, a ten-minute wait would turn into an hour. But this is understandable and to be expected; in a hospital things can not be rushed. Truth be, I was a good patient too. I listened, cooperated, and waited patiently. It is tempting to crack a joke or throw a witty comeback, but such childishness would be completely inappropriate. Equally so, asking for predictions or outcomes, or discussing matters already discussed. You just do what you are told, to your best ability, regardless of how you feel about doing it. That's the deal. You leave your rights, entitlements, emotions and wallet before being wheeled into the operating theatre. You put your faith in Jesus and the surgeon - and pray for the best outcome. That's how hospitals work, and that's the end of it. The anaesthesiologist wore a massive Omega Planet Ocean, blue dial and bezel, Titanium. Funny enough, that was actually the last thing I remember. The parallel between hospitals and a watchmakers workshop is obvious. Our workshop is kind of an operating theatre. We pull things apart, we fix problems, and we put them together. Our role is to get your watch in the best possible condition, while remaining invisible. And like surgeons, we can only do our job when the customer is cooperative. Repairing a complex mechanical timepiece requires skills, tools, and time. Plenty of experience as well. The job is best done when the watchmaker is allowed to work quietly and at their own pace. That is essential. "Is my watch ready yet?" will actually slow down the repair procedure. "Has the part arrived? It's been a month, no news?" followed by yet another follow-up email or phone call will sooner or later turn into a customer relationship nightmare. The other problem encountered frequently is the unrealistic expectation that watchmakers can predict how many parts will need replacement, or how many of them are worn out or damaged before the repair job is completed. Cost of parts is never included, nor can a firm quote be provided before the watch is pulled apart. I didn't expect my surgeon to donate his own blood, neither should you expect that watchmakers provide free spare parts. Because we don't. We provide labour and expertise, as well as a promise to do our absolute best, but you provide everything else. That is the deal. This should be painfully obvious: if you are in a hurry, or have unreasonable and unrealistic expectations, then you better take your watch elsewhere. While we are more than happy to help you, the best outcome is only possible when we are left to work alone, unrestricted, free of pressure, and at liberty to serve you as true professionals.

Rebelde Day - May 17

"No Rebelde Day mentioned in the newsletter? I'm wearing my V Pilot in celebration anyway!" Matthew Spokes   We have failed you Matt. Miserably. Or, more precisely: it is all my fault. Don't know about you, but it feels that we are completely losing 'control' of time. The time is simply spinning, and a five day working week feels nowadays more like a 3 day blur. This is what happens when demand for your products and services has exceeded your manpower capabilities.   The Rebelde Day was always celebrated actively - we pause for a moment to thank Rolex for that infamous ban on the supply of spare parts to independent watchmakers; which in turn, was a massive wake-up call to rebel and reclaim watchmaking. As they say, the rest is history. Today, we run a multi-million dollar manufacturing facility which not only makes parts for watches but for medical and space technologies, and also for scientific applications.   Again: thank you Rolex, and thank you Swiss brands. Thanks to that mighty kick in the bum, there are now over 1000 Rebelde and NH watches out there, keeping perfect time and proudly worn by 1000 ambassadors.   The very basic concept of a reliable, robust and repairable watch - the very DNA of what we stand for - has proven itself in a way that would be hard to imagine 10 years ago. And we are barely scratching the surface: our time is yet to come. I am sure many of you vividly remember our humble beginning, and for you too, it must feel like it was yesterday.   We celebrate, we continue to rebel, thanking YOU for your wonderful and unselfish support.

The mighty pen of Aussie horological journalism: Pulitzer spinning in his grave

 This weekend, a number of subscribers alerted me about the latest video on the right to repair movement in the US. In essence, the video shares some good news and buzz with optimism. The right to repair is something we stand for firmly and it is one of the most important issues of horology which directly and equally impacts both independent watchmakers and watch owners alike. Meaning: we are into it together, for the common good and common benefit.

The video to watch is this one: Apple Store vs Repair Shop. It explains in detail, in simple terms, what the issue is all about. You can literally replace Apple with any $wi$$ megabrand, and computer with watch - and the story would ring the same. Watch it here: https://www.youtube.com/watch?v=0NCjoUx-KLI

After being involved in this issue for almost a decade, there are a couple of details in this puzzle you should be aware of. Both legislators and big brands use some of these quasi arguments to muddy the waters.

1. "The issue is complex". No, it is not. You've watched the video, you've got it. There is nothing complex about an argument which can be summed up in one sentence; you bought the watch, it's yours, and you can do whatever you want with it. This is a very fundamental consumer right. Any fine print to this covenant between you, as the watch owner, and the manufacturer, is simply forced onto you by the manufacturer so he can squeeze as much money out of further repair as possible, or to deem your watch irreparable, forcing you to buy a new one.

2. The role of the Australian Competition and Consumer Commission (ACCC) is to promote competition and fair trading, and protect consumer’s rights. This is in theory. Practically, the ACCC will only be kicked into action if a sufficient number of consumers (watch owners) seek arbitration and protection. In reality, this is almost impossible. It takes many rowers rowing in unison to overcome a mighty wave. Writing a random letter or two to the ACCC will produce no result. The matter has to be presented with the help of professional lobbyists.

3. Even when the ACCC is notified of monopolist bastardry, there is no urgency to act because the number of 'affected' consumers is pitiful. I have been told to my face, by the ACCC that the Commission is not interested in protecting the rights of a handful of rich people wearing expensive Rolex watches. Not exact words obviously, but that was the bottom line. Case closed. This is why the right to repair movement will only stand a chance if the issue is large enough and affects your ordinary consumer and his widely used gadget - a regular Johnny Appleseed with a broken iPhone.

4. The tsunami wave which constantly and relentlessly pushes our small rowing boat back to shore is generated by $wi$$ corporate mafia. With an unlimited budget to spend on advertising, armed with an army of nasty lawyers, even a National Government body like the ACCC stands no chance. The ACCC is a toothless paper tiger. Every Rolex you buy, every Cartier, Breitling or Panerai you 'invest in' lessens the chances that that brand will ever supply a spare part to you, or your favourite independent watchmaker.

5. The right to repair movement is without a doubt depicted in mainstream media as 'leftist' or at the kindest, as a 'green' or 'environmentalists' type movement. This false rhetoric makes it unsellable to people with a disposable income large enough to afford a luxury $wi$$ watch. The idea of paying less for a watch repair does sound attractive to a Rolex owner, but at the end of the day, paying more for the privilege of dealing with the status symbol brand directly is worth the price and easily justifiable. Especially when Rolex tells you, the owner, that your independent watchmaker is simply too old, too dumb and unwilling to invest, incapable of repairing your 'precious investment'. Right to repair is like that strange cousin who wasted his entire life fighting for justice, clever enough to keep their job, but not clever enough to buy a house overlooking the harbour; one who never gets an invite to the family barbeque because they make everyone around them uncomfortable.

6. I should really stop here - because there is no good news. The right to repair case has been lost in the 1950s at the rise of mega corporations, and today, our fight is purely symbolic in nature. Yes, we will continue to print freedom mugs and produce YouTube videos, write and keep you informed - if for no other reason than to annoy bottom feeders: the "horological journalists" of mainstream media who are going beyond their commercial duty in promoting $wi$$ megabrands. Those ass-licking self-serving poltrons who continue to write and publish horological vomit. To them: go to hell, you mongrels.

7. And then again... you never know. Maybe one day, in the far future, our fight for what is just and fair may give a birth to some horological ‘friendlyjordies’ who will be bold and gutsy enough to move and inspire. We still live in hope.

8. So you ask, how can you be so anti Swiss AND sell Swiss watches in same newsletter? This is easy. Half of the newsletter is a direct product of what you want and expect from me. The other half is what I expect from myself. As Scott Fitzgerald said: "The test of a first-rate intelligence is the ability to hold two opposing ideas in mind at the same time and still retain the ability to function". Makes sense. 

BIG NEWS:

 

The European Parliament voted on Wednesday to support the right of consumers to repair their own phones, tablets, laptops, and other devices, without going through the companies that produced them. The recent EU survey found that 77% of EU citizens would rather repair a device than replace, and 79% thought that manufacturers should be legally obligated to facilitate the repair of devices or the replacement of parts. MEPs call on the Commission "to grant consumers a right to repair by making repairs more appealing, systematic, and cost-efficient, whether by extending guarantees, providing guarantees for replaced parts, or better access to information on repair and maintenance." This is exactly what we have been preaching for years: the right to repair is a fundamental consumer right and access to spare parts and technical information should be unrestricted. A washing machine, a tractor, your personal computer and mobile phone, your automobile - as well as your watch - are not throw-away goods. Manufacturers limiting access to spare parts are doing that for two reasons only: to force you to buy a new product or to maintain a monopoly on repairs. Ironically, the only reason that Swiss watch manufacturers are able to perpetuate and prolong the restriction on the supply of spare parts to consumers and watchmakers is because of - watch owners themselves. You, the watch owner, are sold a lie that only the Swiss megabrand service centre can repair your precious watch and no one else. Because your watch is expensive and has sentimental value, and because you don't want it to be repaired by a 'sub-quality repairman', you are willing to surrender your rights and pay more. The biggest opponent of the 'right to repair' movement in Europe is Apple. The biggest opponents to the change in Media laws in Australia are Netflix, Google, and Facebook. Swiss watch megabrands are no different. There is something perverse with those corporations; the bigger they become, and with more market share acquired, there is less will to share the profit and more determination to squash the competition. Watch repairing is not rocket science. There are many skilful Australian watchmakers who have been servicing complex watches for decades and who can do an excellent job on your watch – if only Swiss brands would allow them access to spare parts. Yesterday, I got a delivery of Seiko spare parts. Casing seals, spring bars, bezels, clicks, crystals, and rubber straps. My order was processed same day, with next day delivery. All original parts, neatly labelled. Compared to the same Swiss parts – cheap as chips. Opening a spare parts account was a matter of a single email to Seiko's headquarters, and the fact that I am a professional watchmaker was sufficient to have access to the spare parts granted. I was not required to sit for an exam to prove my expertise; I was not required to invest tens of thousands of dollars in Seiko equipment, nor to have a showroom or service desk of any size, type or shape. Nor to sign an agreement that I would charge a certain amount for a certain service. Why? Because Seiko knows so well that if I fail to provide decent and professional customer service to you, then I will go out of business – and that’s how capitalism works. If Seiko can do it, why can’t the Swiss?  My only hope is that the European Parliament will continue to fight mega-corporations in the future. The Australian Competition and Consumer Commission should follow the path – and do what the Australian Government has commissioned it to do: to protect your consumer rights and my business rights and obligations, and to prevent illegal anti-competitive behaviour.

Freedom to Make, Right to Repair

Hello, 

Order received yesterday, thanks. I think that's the fastest delivery during this whole isolation thing, congratulations. 

The loupes are lovely. The gold polishing cloth is magic. The mug is awesome. I have attached a photo of E07 with it. 

Have a great day, 

Stephen from Melbourne