That's the problem with the sunken cost fallacy, and the thousands of hours players invested in the game. People don't let go so easily, but once they do, the love for the game may turn into hate. And even if they come back, they will never be as attached to the game as they were before.
Blizzard's biggest problems at the moment are abysmal communication with the playerbase, and the slow reaction speed/turnaround to player problems and feedback. They really have to step up their game here.
A good company would hire competent community managers and have them report player feedback in a condensed manner to the developers. And also have the customer service team (GMs) filter feedback to the development team. But I guess the developers didn't want to listen to feedback, so they let go of the former and replaced the latter with minimum wage drones in India, where the primary required skillset is to copy/paste text snippets.