You misunderstand. Most of us do know this. Our problem is the utter silence on the topic. SE told us at the start of Shadowbringers that viera would get new hair. That's almost two years ago now and not a peep since. We understand that hairstyles are not the most important content in the game and that the pandemic has brought on significant difficulties for SE. However neither explain how the pre-ShB races got 10 new hairstyles in ShB alone while viera got literally zero. We are not expecting new hair tomorrow followed by a huge pile of hats. But we expected to get some manner of statement about the hair situation by now. Even just a few words like "it's coming, you're not forgotten" would do a lot to quell the disappointment that we have.
Also I only mention viera hair because that is the only race SE referred to when he said the new races would get new hair. I of course 100% support hrothgar hair getting sorted. Their situation is actually worse than viera.
I also have huge problems with the housing situation in this game. I understand it's a very time consuming and complicated issue to fix but it doesn't make it any less bad especially given that other games with a far smaller budget manage to provide housing for every single player with ease. However unlike viera hair SE never said they would provide instanced housing for us so at least they have not been misleading with this issue.
While the above issues are very frustrating to me, this pales in comparison to the gigantic list of issues I had with WoW that only grew as time passed. Aside from the above issues I otherwise very much enjoy FFXIV. It is actually the quality of this game that helped me to finally leave WoW behind. For so long I clung to the nostalgia of better times in WoW hoping the decision makers of that game would wake up. It was so hard to quit, but experiencing FFXIV made me realise that the mmo experience I wanted already existed...just not in WoW.
I don't think everything about WoW is terrible, some things are great but for me not enough of it is for me to be able to be happy in that game. I don't begrudge those who still enjoy it, I'm glad that they still do. Good for them if they find it fun! It just so happens that what I want from a mmo is long gone from WoW and it isn't going to come back. I'm glad that FFXIV opened my eyes to this because now I'm happier in this game than I have ever been in any mmo. I have my criticisms for this game but for the most part I think it's bloody amazing.
I do want WoW to improve but I think things are going to get worse before they will get better. We shall see what the future brings.