It really is! I had a job offer to work for their customer service ages ago. I wonder if I picked it up if I'd know why they operate like this. I mean, sure, you will keep some money you'd lose if you don't allow a player to refund a game they cannot play but said player is also likely to cease buying games (look: me). Sadly their customer service is outsourced and it shows because they never relay anything to Steam directly. But it was Steam's choice to outsource.