So...I have played 4 editions of D&D…
So...I have played 4 editions of D&D over the years. Do I like the product? Most of the time. They have a huge customer base with a wide range of needs and trying to make something that appeals to them all must be maddening. I'm really, very glad I don't have to make those decisions. I love playing the game, and so far I've liked lots of the adventure books that have come out for it. I think the latest 5.5 rules edition is the best one yet.
But the business model...oy. I run games for a living, and the way they currently do business means that I am buying the same book in 3 versions--1 physical and 2 digital--and paying nearly full price for all of it. And even after buying the digital version on D&D Beyond, I don't actually own it--just a license to use it. Which wouldn't be so bad, except that I also pay a monthly fee to give my players access to it, and there is a limit to how many games I can be sharing material with--a totally valid limit for a hobbyist game master, but not for a professional running 20+ games/month. Ironically, as irritated as I am with the charges, I would pay them more money to have enough slots for all my games. Because, as I have said, I do like the product.
I have never needed to reach out to Wizards themselves for customer service, for which I am grateful. But reaching someone at D&D Beyond support is pretty much impossible, so when I did have a problem once, it went unanswered. I am grateful it wasn't a very big problem, and I worked around it.
All in all, so far, I am keeping my fingers crossed that things continue to run smoothly. And I guess as long as they do, I'll continue to use the game and the online service.