They made a visually appealing game for a broadened audience that dropped a large part of 'building' your character in favor of being one of the most accessible ARPGs on the market while also lacking options and variety at mid to endgame when compared to Diablo 2.
Launch night was a mess. At the time I was in highschool and had skipped class the night following the midnight release. I had not been so disappointed with a game since DayZ standalone. Now this year at Blizzcon having a phone is mandatory which just kind of shows how deaf they are to Diablo Immortal reception and fan comments.