I agree, there are some great background characters in this expanded universe.
Sadly the diection the 2nd film took after the 1st one didn't really answer anything, just flattened the ST imo.
The First Order aren't really explained as why they are 'bad', other than our established attachment to the OT characters.
Too much politics and agendas sucked any fun out of it. The misplaced and forced humour just grated.
I am as gutted as the next fan that they didn't live up to expectation. I wasn't expecting the OT level of grandeur, but I did expect far better than what has been served up.