Sega had good ideas and cool hardware, problem was they released too many hardware variations/add-ons in a short amount of time and half ass supported them. This disillusioned customers who had just purchased a Sega CD, 32X and Saturn.
Back before I was working my parents weren’t about to buy me every new console that came out. I got one per generation and was happy to have that.
Unfortunately by the time the Dreamcast came around which was actually a quality machine the damage was done and with the impending launch of the PS2 with DVD support marked the end of an era for Sega.