Like the OP, after I began playing The Elder Scrolls Online, I fell in love with it. But infatuations never endure, and when the initial pleasure and satisfaction recedes, there must be something left as the foundation for a relationship to continue. In my humble experience, the foundation which once seemed rock-solid has slowly eroded away into sand.

During the 2+ years that I've been playing, I've seen Customer Service decline from excellent to practically non-existent. When I began receiving the "we have received your message" brush-off it seemed most likely to me that ZOS chose to reduce the CS staff to lower costs (thus increase profit). When a game is initially published, good CS is essential to its success. But, eventually only a minority of players contact CS to report bugs, ask for information about playing the game, or ask for help with other issues. Most who do that do not do so very many times, or do so very often.

Consequently, although the CS staff reduction alienated some players, ZOS probably did not lose enough revenue -- at least in the short term -- to exceed the immediate increase in profit from reducing the staff.

Note that the ZOS sources of revenue are (1) purchases of the base game software by new players, and ESO Plus subscriptions from the devoted, and (2) the ongoing development and sale of DLCs, and sales of Crown Store items. To which, ZOS expects to add the pending Morrowind game expansion (the pre-release order price is $99 for the base expansion, ~ $60.00 more if you have that much to squander on the Gold Edition).

Whether ZOS is a profitable game software developer depends fundamentally upon the integrity of its products. Accordingly, (1) recurring failures to produce correct output from correct input, (2) accumulating flaws in the design and re-design of game features, and (3) the evident lack of resources -- whether desire, let alone commitment -- to remedy any but the worst bugs and flaws, has been quite sad to witness.

For the most part, playing the game has been wonderful! But over time it has become a game in which the wonder has been eroded away by boring grinds, and frustrating software flaws and failures.

In sum, short, and fine: the software bugs and design flaws have increasingly rendered playing the game a waste of time and effort.

Personally, I have no plans to buy Morrowind. In my honest opinion, the Homestead update has been quite instructive as to whether ZOS is willing and able to produce, and Bethesda can support, a game worth playing. Maybe I will return to Skyrim, or perhaps World of Warcraft would be worthwhile to re-visit.

Last, but not least, my remarks are not written with any hostility or ill-will toward ZOS. In contacts with its personnel, ordinarily I have found them intelligent, understanding, interested in their work, and doing their best in what increasingly seems to be a bad situation. My only intent has been to share my experience honestly. Not that I expect anyone is likely to read this, whether also to agree.