as much as I loathe matchmaking shit, I'll say this: if the whole point is just grinding your daily allotment of tokens, might as well make it piss easy so it only becomes an issue of time (while giving you some fake engagement before turning it into a straight up facebook game they did later).
it's one of the reasons the cata dungeons where fucking hated - suddenly it was not only time but also finding the right group, which increased the time even more for the longer dungeons.
classes wouldn't be an issue if WoW would have probably multi-classed their game similar to ff14/gw2/eso, where whatever you do you contribute to your
account, not character (do they even have account bound items outside heirlooms by now?). but that that would require a level of competence they already lost at that point. they can't even properly copy someone else' shit anymore.
in return you can easily have higher challenging content that rewards according to the higher level, and not necessarily something that requires a whole raid, so it would come down to grind shit for an hour a day on your own or knock it out of the park in half the time with a premade that knows what it's doing.
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you're both wrong and right. look up the peter principle. the "malice" part comes in where people don't end up in the wrong position due to a flaw in the system but straight up putting people into positions not on their ability but hair color, imagined gender and twitter hot takes. so the inevitable "rot" that sets in in every company over time is accelerated to a degree it turns the decline into a nosedive.
sure, you might have people like curry thunder actively working against selling the product, but that can only happen due to the circumstances of people being straight up too exceptional to recognize it affects sales.