I can't speak for everyone else, but the core of the game is still wonderful to me. The characters feel fun to play and when you can matched with a good team that does some coordinating or if you can pop off in a way that changes the outcome of the match, well, that's the dopamine that keeps me and many other players hooked.
There's the ranked problem, which is unsolvable to some extent, but could be helped with a role queue.
There are so many obvious, low effort quality of life changes they could make, but still don't. We could have had a ping system like Apex Legends has years ago to help coordinate teams, and if Blizzard are smart, they'll be making their AL-knock off ping system right the fuck now, but it could just as easily not be happening even though it would obviously help so much
The Endorsement system was a good place to start with removing toxicity, but is failed by the fact that it has no reward to it other than a few lootboxes every week. What they should have done was create legendaries for each character and attached it to level 5 accounts. You'd see a lot of people trying to be nicer if they put some kind of tangible reward at the end of the line.
Speaking of looboxes, they suck. You, as a player, have no way of actually working toward any cosmetic that you actually want. You just play enough times so you can pull the level and hope you get what you want. There's little agency and the game would be better to play if there was a way of saving coins to just get the thing you want.
And there's the lack of content in general. Recycled events, no story content, no scoreboard or replay system for how long, no changes to Ranked for season after season.
So the core gameplay of OW is fine, but you can only occasionally get those good games, and everything around OW is not that good.
