There is the official explanation.
By starting with looking at what made the game what it is first of all. There was a bit of such discussion elsewhere.
That was used for others. You got enjoyable heritage quest line. And you’ll get more of such treatment from the current team. But, of course, those complains are not worth attention, since
Focus is on the cast of “main characters”, not races. Currently.
Nice try, but it’s not about civilians, but about those who fought to defend the 
that started the recent mess.
We’d need to see the devs caring about the player experience more than about their own preferences first.
It’s the only attitude that caused at least a modicum of positive change. All other groups got barely anything after their parts of the game fantasy were damaged.
Which is why I guess the idea is to diminish the result and go back to the devs ignoring the complains and continue ruining the remains of the game. Well, if that is what you wish.
To address the problems the players have, it requires placing personal egocentric view aside. Which I do not expect from the current narrative team.
Zul is the horde antagonist. Just saying.
To keep people engaged by perpetual cliff hangers. Keeping people guessing is more relevant that making an interesting story. Blizz avoid finishing stories, and when they try to, do it poorly and follow up by cliffhangers.
I think that would be the best outcome. If the game falls down far enough, there is a chance to get a competent narrative team instead of what we have.
gl hf