Microsoft lost its way much earlier than 4 years ago. It abused users at the time of Netscape wars and forcing Internet Explorer down people's throats. But they hit an infinite gold mine with government adoption and for the last 30 years no amount of bad engineering was able to shake off government use. Windows 11 is bad? Yes, but did you try Microsoft Teams? The only way to force Microsoft into "users matter" engine…
It's a bit baffling to me that people are talking about Microsoft "losing their way" as if they ever operated differently. They have always been user-hostile if it increased next quarter's outlook. There's a clear continuing thread from the Halloween files in the 90s via antitrust probes in the 00s, the handling of Skype and Teams in the 10s, and now Copilot -- and that's ignoring all the mishandling on the business…
The higher ups no longer care about Windows as a product itself. They only care about Windows as a storefront to their other efforts (OneDrive, Office, Copilot, etc.)