Actually City of Heroes/Villians allow you to change everything except your class and even to a degree your body's shape.
Will this have any gameplay impact on the game? No.
Are you forced to do it? No.
As for what they do offer NOW, some people do enjoy moving to less populated servers, or want to go from a pve to pvp server.
Again all they are offering is services that you CAN use if you want to, but in no way shape or form affects the game.
Whine more people.