For starters, no one is expecting a complete Sim right out the box. There is always an expectation to get addition higher quality payware content.
The expectation is however that you get what you paid for, I paid for the top spec version in order to get a working 787. It had to be the worst aircraft in the Sim and I paid extra to have it.
Their much touted A320 and 747 are abysmal without help from FBW or Heavy. Where did my expectations of working high quality aircraft included in the package I paid for come from? It came from them and their endless marketing material.
They’ve said it themselves, they made inferior aircraft to as to not step on the 3rd party devs shoes, yet, their updates break these products all the time and they have not yet fixed their own.
As for the 10 year commitment everyone keeps bringing up. It was 10 years of growth and support, not 10 years to get it to the level it was promised to be at launch.