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Rapporter et oversættelsesproblem
Those first responses you usually get do indeed solve a great amount of problems people contact support about. Probably more often than not. But if your problem is something that goes beyond what is already in the knowledge base at support.steampowered.com then those initial responses can be pretty far off base. And of course it doesn't help that you had to wait for that canned message for days.
This is the same feedback that has been present within the discussion boards on Steam for a long time now. If Valve has made any attempts to take action on this feedback it hasn't amounted to much as the same complaints about long response times keep being posted over and over again.