Quote Originally Posted by johnhughthom View Post
an online business with such an actively terrible support system
I haven't ever had to contact them for anything, but there's more to customer support than answering tickets. Exceptional download speeds. Instant installation of all patches. Easy repair of corrupted game files without re-installation. Built-in modding support for games (Workshop). Easy MP matchmaking and system for finding/communicating with friends. Cloud-saving. Ability to play offline. Community-chosen game selection (Greenlight).

Say what you will, but Steam does a pretty damn good job of giving us the features we need to play our games with a minimum of hassle. They've even given people refunds when games turned out really badly (i.e WarZ).