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Sega simply could not market anything well, combine that with how they treated customers with hardware I think it was more about the consumer base lost faith in the brand. Sega I think took Sony lightly as Nintendo did also, the difference being Nintendo marketed better and appealed to a younger crowd and Sega was more of a direct competitor. This is not a Nintendo bash at all, it's well known they focus less on mature games and IMO set them apart and allowed them to live on (I am sure the GB and Pokemon also helped lol).