I played the game when it came out on game pass a while back. I didn't like the main character, his features looked cartoonish, therefore I had a disconnect to the character. Same with the berserker in Lost Ark. Loved the class, hated the model and animations of the character, so I played a sorceress instead (after trying several classes to see what felt right).
As others have said, a character creator is so common now that it seems inexcusable not to have some options. Also, as far a cutscenes and such and the difficulty of adding a custom character, I play a lot of older games (Star Trek Online for example) that uses my custom character in some cut scenes, and I doubt the STO guys have the budget of EA.
Having more diversity in the lead character selection would have definitely kept me engaged.