If you’re not making your customers happy you’re doing something stupid and we certainly always want to make our customers happy. And I think we have a track record of having done that.
I don't think Gabe has ever had to deal with Steam support. Or the fact that any issue in payment is your fault even if it is clearly their fault. They also love suspending you for weeks at a time while it gets sorted out and take their sweet time getting back to you. When I had issues it took 3.5 days between replies.
Steam is getting too big for it's own good. If you have as many games on steam as I do then you run into an issue that causes a suspension all your steam games become unplayable. That is unacceptable. You might not have any issues but you will eventually. I thought steam was great till an issue on their end caused me to lose access to my account for 2+ weeks. It should have been fixable in a couple of days if not for their incompetent customer "service".