I've never had to use the support to recover an account...
But I've once tried to report a bug and the following happened in the course of a month and a half when the new UI was implemented:
1. I've explained the problem, giving all information, including drivers and programs related and even why the bug was happening.
2. They asked for the msinfo
3. Linked me to an article about surround sound on valve games.
4. I kindly pointed out the bug was with steam, not any games, but with steam.
5. They pointed me to absurd drivers that had nothing to do with my system.
6. I said I wasn't asking for help, I was reporting a bug and wasn't going to install drivers that are not even for my audio.
7. Bug never really got fixed, but it's better now, not sure if it was because of my report.
They did improve the audio stability over time and the bug is a bit more rare, but it still happens now and then. Steam fails to release audio channels when it's done with them (usually when you watch a movie with the client or use the voice chat), leading to some audiomod programs to get 'stuck' thinking there's still audio being used. Only fix is to restart steam. Their garbage collection appears to have gotten better, now it only happens once every couple months or so.
And that's my experience with steam support. It shouldn't be such a hassle to report a bug.