I think the problem is destroying a players hope.
They hope for a 4* / 5* hero, then pull a boss based hero ( Owl ) or a defense based hero ( Li Xiu ) when they want an offense based hero or an offense based hero ( Wu Kong ) when they wanted a defense based hero.
Add the ascension items, food and hero XP needed, and players get quickly upset with these heroes.
If I understand it correctly, @RandaPandah seems to have a fun solution to merciless RNG of heroes and ascension items.
Do not use emblems.
Do not use 4* ascension items.
Level ALL your heroes regardless of how good.
Play around with various heroes on various teams.
