Let me help you understand where I'm coming from here. I played from vanilla to late cata (dragon soul) then quit for years and although I never missed the game and thought I'd ever come back, at the start of legion i decided to give it another go and mostly I've been enjoying it.
As a customer over the years I feel my relationship with blizzard has changed, in the past I was sold mostly on the consistent quality of the game and excitement of future content, blizzard didn't need to do very much to keep me subbed other than keep making great content and fixing the occasional fuck up of an idea they had, for these reasons I kept my sub going.
Now I feel more that I'm sold on the basis of promises to fix the game and that blizzard has "learned from their mistakes" and that they won't don't it again. Wether it's long content droughts, class balancing, bad loot systems etc etc it seems that for quite some time now blizzard just can't seem to get it right and the drop in subs over the years certainly indicates that people have slowly but surely lost their faith in blizzard. Yet despite all these mistakes and promises of they have learned, they just keep seeming to get it wrong (current PTR build has many classes very worried).
Let me give you a very basic example to portray my point:
Blizzard: "here are propose changes, we hope you enjoy them!"
Community: "please don't do that, we have tested it on the PTR and this is a bad idea"
Blizzard: "yeah but we know best, these changes are happening, deal with it"
Community: "fine we're unsubscribing"
6 month later when blizzard looks at its quarter reports and it's shareholders asking them why their profits are down again.
Blizzard: "please come back, we made mistakes, we've learned and listened and we won't do it again"
Community: "ok let's give blizzard another try, maybe this time they will get it right"
6 months later same thing happens again! It's like blizzard are riding on the egos of their former glory and need a reality check.
A few years ago blizzard could barely put a foot wrong, everything they did just seemed to work pretty well but in recent years it's gone the other way and all of a sudden I feel like I'm being begged to keep my subscription going, does anybody else get a sense of this? Has anybody else lost respect for blizzard over the years like me? I have no faith in them anymore.