This is what good support looks like.
There has been recent discussion (and also, if I recall correctly: litigation) about Valve dominating the PC games platform. However, features like Proton, family sharing and a responsive (and in this case, kind and helpful) tech support create a welcoming atmosphere for me as a customer. I think there is certainly a discussion to be had about the requirements towards publishers for pricing games on other store fronts while also selling them on Steam. Ultimately this might be decided by courts. But the customer side of the experience on Steam is pretty rock solid, I have to say. And if this does not change, I do not see myself taking my money elsewhere (except for GOG maybe, as they offer DRM-free software).