Again, this is a case where Jolla themselves said they know the root cause. Nobody was asking them to comment on each and every phone that might be sent in, simply to provide an explanation as to what kind of root cause that was - so that people know what they are sending their phones in for.
I think there is perfectly good balance out there to be struck between transparent, open and respectful community relations and comms on one hand, and business interests on the other.
As for community relations and communications failures, how is the current strategy working for Jolla? Any disgruntled people out there? I know there are people on this thread who believe Jolla couldn't have done any better and it is an impossible mission to do any better, but I do think they could have done better. Some of the vitriol could have been avoided. Less secrecy would be one key. Now the silence leaves voids that will be filled by other voices.