That's what I mean about the large sample size. It only takes the existence of a single asshole to ruin the experience for a target of harassment or casual phobic comment not even directed at them intentionally. Blizzard won't ban these people, so they're allowed to exist in the public chat channels, and they can say pretty much whatever the hell they want.

But what I mean is most people do not side with them. An asshole will drop a transphobic comment specifically because they know most people will take offense and argue with them. The general advice is to disable public communication and stick to organizing via guilds and Discord servers which are actually moderated. If the game were a democracy, those people would punished and/or removed.