I wouldn't necessarily conclude that your watch has been lost, but they definitely owe you a complete status report now. Unfortunately companies will hide behind the Covid thing for a long time, always saying they can't do this or do that because they are closed or working with reduced staff, blah, blah, blah. It's a great excuse, for them but you'll have to work within that situation. In situations like this I always find it better to send a physical letter by registered mail laying out your case and spelling out what you expect in return. It's harder to ignore a piece of paper than an email which can easily be flushed from their system. Since the watch is now in Switzerland send your letter to the people in charge of worldwide service, and copy the US people handling your case. I found this on the Swatch Corporate website: Swatch Group accords great importance to customer satisfaction, and has reinforced its commitment by creating a division dedicated entirely to customer service activities. This group is the one that will probably resolve this case. See if you can determine who heads this division and address your letter to him/her. The Swatch Group Services Ltd Corporate Customer Service Division Attn: Omega Service CH-2504 Biel / Bienne Good luck.