You nailed it and reminded me of something. John Adams had a saying.
How much “ruin” can be sustained before something is exhausted and destroyed? He was speaking about things that were successful, and created by successful decisions.
When you create something successful, there is an inheritance of sorts that is passed on, but there is also an associated amount of ‘ruin’ that is also inherited. Ruin is how much negligence or poor judgment can be sustained before the banked asset is completely squandered.
The same can applies here to Blizzard.
I’d say… probably around Cataclysm, maybe a little near the end of Wrath is when the ruin started to be honest. It was a small trickle at first, the CRZ fiasco was a bigger one in MoP, Real-ID Forums, and so on.
Yet by the time we reached the end of Legion it’d become a torrent of vitriol that got bigger and bigger and was capped off and encapsulated with statements such as “You think you do, but you don’t” and “Do you guys not have phones?”.
Now we’re at a point where even die-hard Warcraft fans like me are ready to say “screw it”.
But how did we get there? We got there by Blizzard not paying attention to their customers. Every time they ranted politics on Twitter, every time a employee said something hateful and was given a pass, while others were punished for less; ruin was expended.
They are a game-company. They should not be weighing in on hot-issue politics, and their employees need to understand that when they speak, even on a private Account they still speak for Blizzard. Even worse when they attack the players and blame them for what was their own faults.
Now we’re at a point that the ruin is just about as great or greater than the banked good will and good faith the player-base has. You are right on. It will do no good to apologize.
Let’s be honest. Veterans of MMOs, and players like me have heard plenty of heartfelt “We could of listened better” spiels, and other insincere humility statements from guys like Positron, or from companies like Lucasarts, E.A., and so on.
We don’t want an apology. We want actions. We want Blizzard to fight for WoW.
This is why I say if Blizzard were to just rage quit all development on World of Warcraft, and say “We’re making WoW II!! You wanted it, you got it. See we listened!”, most people will say:
“Yeah, great. But we spent 18 years as a patron and customer of your company. How can we trust you? We cannot. You never even tried to fix the problem the first time. Instead you ran away from the issue, allowed Senior Game Producers to attack us, and then ultimately you tore-down for a small fringe of angry internet mobsters what was probably your greatest work. Thanks for the memories, but no thanks.”