If FFXIV is their most profitable product, why is the game so mistreated?

[Roda]

They got so used to success after launching Endwalker that they expected Dawntrail to be easy autopilot slam dunk of success too.

I remember watching the WoW exodus happen with dread.

Not for fear of any influx of "outsiders", but because of how likely it was for SE to mistake WoW's catastrophic pants soiling for their own success despite the game's design already groaning under the weight of its numerous problems at the time.

We are a full expansion behind the "oh crud we need to innovate" moment.