Because the story didn’t accomodate what the players were actually asking for in either situation rather than the players being flip flopppy.
The entire 6.1 marketing was about “getting back to the basics” which alot of people agreed with. Half a patch later we are in a story about the void wanting to destroy the source. So the back to the basics people aren’t happy because we are in world destroying territory again but the “WOL should be the entire central focus of the story” people weren’t happy because that position was given to zero
Then DT functionally did the same thing. The conflict scaled from “adventurer at heart wants to find the city of gold” to “the city of gold is a physical manifestation of a society that can’t accept lost and is determined to sustain their system even if it means destroying other worlds” in a single expansion but again the WOL wasn’t the focus of the story despite actually doing all the important leg work. Wuk lamat was. We weren’t even playing an actual “important side character” with useful information for the main character, we played the glorified braindead hired muscle. Same as in 6.x all the important development the scions facilitated in zero was done via y’shtola, we did nothing
So in both cases both parties; the “I’m fine with them as a side character” and “no my WOL is centre of my story” have both been let down in both instances because square won’t commit to either camp so they piss everyone off because we get the worst of both sides