Well, generally there is little reason to add more service and hire more people. A lot of players usually leave after their free time is up and you sit there with all that unneeded server power and under-occupied support employees.

I am surprised it is that bad though. I mean with the not so well start of the old XIV I assumed they would try to make "A Realm Reborn" as smooth as possible. But despite testing with a lot of people, they failed to deliver on the first day. And as it is with most things, your first impression counts.