The people working at Valve are smart (some of the best) but I think they have a problem interacting with and getting to know their customers.
Yeah, both this and the greenlight thing seem to show that they aren't really prepared for their customers to abuse their systems.
I'm actually not even sure it is a bad thing that they actually have faith in us to behave better than we end up doing (certainly, it is better than most other companies that assume we are thieves and villains first).