What they don’t understand is that a large chunk of the player base simply doesn’t want to do higher end content anymore, at least while it’s current. We’ve been there, done that and have simply lost interest or have grown too busy with our every day lives as we have aged, some of us 10+ years since originally joining the game.
They need to accept that the casual part of the player base is largely what is keeping the lights on, though they still need to find a way to cater to all crowds in some way. Everyone deserves to be happy. Shadowlands is the first expansion where I don’t think anyone really was, which is saying something. When even their most stalwart defenders are going “Wtf guys?”, they’ve clearly messed up.