I do use steam. A lot. Unfortunately, everything sometimes doesn't just work. For example, I've been left without access to my games a number of times due to internet problems (either in general or just with my gaming desktop) and while offline mode could get around that, I need to be connected to the internet to put it into offline mode and its rare, if ever, that I'll know about internet problems in advance.

So not everything just works for me.

Besides that, though, Steam is the first store in which I've ever impulse bought games - and I've done so multiple times now and probably the majority of all games I own are through Steam. They just make it so easy to find games I want, check the forums for criticism, buy the game, download it and then connect to friends. That experience is one they've done very well and why I still use it despite having had problems. Luckily my account has never been locked - thats a horror story I don't want to experience...