In my humble opinion, we can hardly judge, what the Fairphone team can, could or should really do.
At least I have no insight, what they are doing already, everything I can do is guessing. And that way I have quite a few things, they might be doing.
This forum has about 19000 registered members. I have no idea, how many regularly visit this forum and how many traffic this forum generates.
As to reading this forum, I have no idea if and to what extent Fairphone is making use of this as a means of information-source.
Another question is what to do with that information.
And when it comes to that point, I would expect Fairphone to not rely on the forum alone, since it really is just a - non representative - part of the picture. And the standard channel for complaints is and should be the customer-support. That’s as well the channel, that is meant to give a more accurat account of what’s going on.
Obviously us active users consider this forum a great channel for Fairphone to announce news. On the other hand, facebook or twitter might have a much wider reach.
Plus: when it comes to announcing troubles, that’s always a tricky thing to do. Posting something about “serious troubles”, that might affect only a small percentage of users, could result in a loss of trust in the product and the company as such; which would probably not be justified by the facts.
Therefore my conclusion sofar is, that I can not really judge if a business decision is good or bad. It might be one way or the other.