What's the point with that quite lackluster story in Endwalker?

[PawPaw]

And he was definitely pretty baffled about the overwhelming response to him in the space immediately after Shadowbringers - I recall him having a tone along the lines of "okay, but, he's killed so many people...?" and "I'm surprised so many people took him at his word?" and wondering if the giant Talos scene was the reason so many people were praising Shadowbringers's story? He did come around to Emet later, and that the majority of the playerbase liked him and wanted to honor his wishes, but there was definitely a learning curve involved.

This is so baffling to me. How could anyone who had been involved with the evolution of that story come away with the certainty that Emet-Selch would read as an unrelatable, 1-dimensional villain and that the vast majority of people wouldn't be able to empathize with him in spite of his past deeds? Did...did he read the script? I know that there are those who dislike him or don't love him, but the guy's got personality and his story is tragic as hell. People tend to naturally gravitate towards those kinds of characters. There's a reason he's so damn popular and it boggles the mind that this all came as a surprise to the Producer of the game.

Also, "okay, but, he's killed so many people...?". Really? But I am supposed to unequivocally be in love with Venat when she's killed so many more? Why did he seem lost at the idea that she might not be universally loved during the Live Letter? Shouldn't I, by his own reasoning, not love people who kill so many, no matter what their justification may be?