Character customization updates (in my opinion) while needed, shouldn't be praised as a groundbreaking new feature because the quality of the previous interface was way too low. They aren't giving other MMO's a run for their money with these changes but more no longer being extremely primitive.
If the changes were more universal and applied to every existing race I may have been more inclined to consider them significant.
Levelling isn't getting revamped, its getting squished. It is purely a technical things, as far as I see it, no new quests are being added or modified in any way. Thus, I am still unconvinced that it should be touted as a feature, and my point still remains that new players and inactive players will not look at a level squish with the same interest as they would look at a new class or race.
Leveling was never the problem anyone that I've seen ever had with BFA. The reason BFA gets labeled as being alt-unfriendly begins and ends with essences being time-gated and not account-wide.
'We're fixing things we broke on our own' is not the selling point you think it is. Nor is it anything new, we aren't going anywhere special, we're just taking steps back to where we were before we stepped back.
Torghast IS a new feature, however on the surface it doesn't have the same pull that a completely new play style or a completely new race would, and you know this to be true. I'm not insulting its quality because I don't know anything about it, but in my opinion it isn't groundbreaking or interesting enough fundamentally to be a solid draw to the expansion.
Given the resounding success that Demon Hunters had in Legion, beating out many classic classes in popularity, downplaying the significance of adding a new class is dishonest. Pretending like I called ShL a failure is also dishonest.
Please Note: I am not saying any of the features being added in ShL are bad, I think they are quite good and needed for the game, what I am saying that it isn't enough. Players were already dissatified with the current state of the game, and regardless of how you feel about it the popular opinion was that this expansion was mediocre and lacking.
Going from this, to the following expac not looking to shake anything up, nor be groundbreaking in its own right is concerning and a big mistake on Blizzard's part (in my opinion.) It is very apparent to me why people would be doubtful as to what experience we are going to have with it.