It's pretty amazing how Steam's customer service is complete shit but people will just sweep that under the rug easily
Barely anyone does; in fact it is probably the most talked about thing relating to Steam. What is consistent, is the people saying it is "swept under the rug" even though it is a constant discussion and point of ridicule - with good reason.
The only good thing to come of the support side of things is the Steam Refund policy, which should have happened years ago. It's taken the refund policy from one of the worst and typically obfuscated, to one of the best - but only because of its automation. Customer service in general remains the same even with the improved support site.