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Their support apparatus has never been much to write home about to begin with. I came across surprisingly unprofessional behavior a good 15 years ago thinking "really? how'd this person get hired?". Over the years I realized it wasn't just a one-off, they just have lax hiring and training standards, and the whole area is low priority for them.
Complaints about their performance, from slowness to flat out dropping legitimate support tickets with zero response, have been a regular thing since forever now. And they haven't taken any of it to heart, they've just gotten worse.
valve isn't an organized company (the insider view on their offices shows this abundantly). They won't improve support until someone else knocks them off their monopoly high horse. As for the bots, it's safe to assume they'll take whatever action costs them the least or earns them the most. If the bots don't lose them revenue, they won't prioritize it.
I've had a few of these bot adds the past couple of years, and that's after turning inventory invisible, etc. Reported them, no response from support.
at these point we all should agreed chinese user can only add or play with chinese account only and region lock them with steam china, chinese govement will be happy for it, because it had better regulation and the world will be happy