To keep ARPG players happy:
-Players want to feel like they have a wealth of choices.
-Players want to feel like their choices matter.
-Players want to feel satisfied with the choices they’ve made.
Balance plays a big role in maintaining these principles:
For example:
If someone wanted to play Sentinel, but learned that they have to play Healing Hands or else they’re going to have a much harder time.
Someone who doesn’t want to play a weak build will feel like choices were taken away from them. Either needing to get off Sentinel, or feel pigeonholed into playing it a certain way.
Or, someone working hard to optimize their damage and are really excited about their upgrades and build improvements. When they find out someone tripled their progress with half the effort, they will feel less satisfaction about the choices they made. They know they made good choices, but it doesn’t feel that way when in the shadow of something accidentally overtuned.
It is human nature that these situation will cause people to have less fun, even if it may be illogical to someone who doesn’t feel the same way.
And when players express this, it usually comes out as moaning or crying lol. But I think it’s valid to want balance, with respect to those principles and similar ones that devs try to maintain to keep their players having fun.