My suggestion would be, validate your player base.
I’ve been invested in the success of this game since launch day and what this whole situation reminds me of is a bad episode of Kitchen Nightmares. Like the cooks that insist their food is good and just won’t listen to their customers or admit that they are doing it wrong.
Usually, much of the staff is talented and ready to change over to making a great product, I suspect there are a lot of excellent (and frustrated) devs behind the scenes here that are just waiting for the opportunity to shine.
Sometimes the head honcho makes a break through and realizes their vision of a good product is off base. I hope who ever is calling the shot’s in the New World development team has this kind of epiphany.
A large portion of your customer base is saying the product is bad, try to understand why and use that to improve.