They've made it pretty clear with the GPT-5 launch that they don't understand their product or their users. They managed to simultaneously piss off technical and non-technical people.
It doesn't seem like they ever really wanted to be a consumer company. Even in the GPT-5 launch they kept going on about how surprised they are that ChatGPT got any users.
LLMs feel like a fluke, like OpenAI was not intended to succeed... And even now that it succeeded and they try to turn the non-profit into a for-profit, it kind of feels like they don't even fully believe their own product in terms of its economic capacity and they're still trying to sell the hype as if to pump and dump it.