I know I keep repeating myself, but:
What kind of explanation could that be other than "If it's broken, have us fix it"? Could you, please, please, finally come up with an example of an "explanation" that you're thinking of?

I know this thread. It's very straightforward (and open): Some users collect information about a problem immediately after launch that Jolla wasn't aware of. Stefano thanks them, admits they have no idea why this could be happening and promises further investigation. After a while he announces they have finally found the root cause, and users affected need to send their devices in. What else would you expect? Should they have made up some fairy tale in early January instead of writing "Sorry, we have no idea what's causing this"?

I admit I would have been furious had I been affected by the SIM-card-holder problem back then: To think I'd been waiting for so long... and then can't use my brand new toy! I'd have killed them out of anger. And I'd have been even more furious that it took them almost three months to find the root cause. But I'd have expected them to solve it for me, not to tell a story or "give answers". Marc Dillon might have grown a beard, but he's still not Jesus. His words can't heal. Only customer service can.