I am not a Jolla employee, but the situation is quite easy to describe: Have you got a problem with SIM holder? Contact Jolla Care and send it for repair. Period.
Have in mind that other companies also don't usually publicize these issues.
Earlier you mentioned that I am comparing Jolla to larger companies and that startups should communicate more. I don't agree - I think that it is fair to compare if Jolla wants to compete with big players and if anything, startups would deserve more tolerance, not less.