The bottom line is that they explicitly stated and insisted multiple times at fanfest mainstages that Player Characters were going to retain their appearances. Meanwhile, changes to certain models are so drastic they can't simply be explained away and shouldn't be ignored. Different lips, different expression, altered eye makeup, incorrect iris, etc.

If they wanted to change up the characters they should of added to the creator instead of replacing/changing the very few assets already existing. Adding to the creator really could've added some easy intrigue. Eyebrow Color/toggle would've already won a ton of points all by itself. Muscle sliders, expanded height scales, etc. So many ways to provide flavor without risking to ruin anyone's experience/trust.