Accessing chats in big picture mode seems worse than how it worked in old big picture mode. Usually if you are in big picture mode it is because you are using a controller, and with the new one it is hard to navigate chats with the controller so I end up using a mouse.
Also, would be nice to have an option to display the entire text of a comment in pop ups, since it often cuts off and I have to entire toggle to overlay , alt tab, or look at the terrible steam chat mobile app. Apps needs work for basic messaging with it not refreshing to show the most recent chat consistently so having to exit and reopen.
I think for consumers it doesn't matter the reason. A bad experience is still a bad experience, and that's something I found the Apple appstore to be, so avoid it most of the time.