I think Valve is not sure whether the complaints are real or are from whiners. For example: On the client side the "video test" in CS:S gave me an average FPS of 110, and that data was sent to Valve. But in the real world my system would be unplayable at times. The FPS would drop when all the players were together fighting. So some would complain to Valve about the FPS but Valve had it's data (from the "video test") telling them everyone was getting decent FPS'. Also, I'm sure there was a lot of hackers crying to Valve saying they were just good players and got banned because of their skill. So Valve took the opinion that there was not that many hacks out there and all complaining were just whiners. I think that some of the info that Valve got was not real world experiences and when we complain that are not sure if it's legit or Whining. So, I would suggest that when you see an e-mail that you have experienced then to let them know. I understand how frustrating it can be. I am personally extremely frustrated. So, now I beat my dog. It's okay cause he's ugly and I think he likes it. ;)
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