They feel you won't be able to relate to more appropriate characters because they are far less known, therefore less impactful.
But it's a double edged sword. how owuld people get to know new characters if you don't use them? And new characters can be very impactful if you build them well. Look at how amazing Prince Farondis and Thalyssra wree in 7.0 , now they're using Thalyssra everywhere, shame about Prince Farondis though. hopefull if they do the highborne right, we'll see him get some great luck and be a part of the Darnassian night elves.
It is clear they can, sometimes i think they don't care enough, it is ludicrous when i see the horde toon following Brann, would much rather Tae'thelan