I think they should just know what kind of story they are capable of telling. They should go back to smaller scales and less character drama focused, as they simply don't want to spend the amount of effort to make these kind of stories work.
The whole cosmetics thing also only works if you want to spend time in the world of the game, that is kinda reliant on story and personal activities. That their crafting system is in shambles is pretty much another thing that just drirves people away that like those aspects.

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Ogres x Amani , what would be a better choice as a playable race for the horde?
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