Mozilla's recent history should be (and probably will be at some point) a case study in PR. They had enormous reserves of goodwill, trust, and positive perception, and managed to squander all of that in a relatively short period of time.
How did they manage that ?
Blizzard specifically lost people passionate about their work, getting taken over by business types, realizing too late that it wasn't Blizzard the company that made great products, but great people making great products. As a consequence of passionate people leaving, their audience doesn't feel like they are being understood at all, or even listened to. The devs that were regularly talking to the players and spoke spoke their language have departed, some of them now working on their own game (Palia), where they continue to work as they used to.
Mozilla just appears to be spreading itself very thin, straying far from their mission of creating a good browser.