Why did it get this bad in the first place?

Did they not have pre-order numbers? Did they decide on 25 non-Japanese servers months ago regardless of how many people pre-ordered + general idea of sales? Why were backup servers not already there waiting for issues like these? Why does it take 5 days to announce you're going to add more servers next week? The game is playable to all customers 2 weeks after launch? What? You put your heart and soul into re-making a failed game, produce an incredible game, yet completely screw up the launch. How was this not something on the list that needed the same amount of attention as the game itself? Why is the communication so horrible? Repeatedly asking for people to understand is not acceptable. One or two days sure. It's almost 5 days of unplayability and locked servers.

Why?