That, and Steam hasn't really burned many folks, ever. They even pioneered returns after you played the game...
As a user, I've never once been mad at Steam.
They were forced to do so by the Australian government, so it was hardly "pioneering".
But yeah, difference is Valve knows to be good to consumers (mostly) but make dev support a nightmare if you're not big enough.
> Valve must pay a fine of AU$3 million (about £1.6m/US$2.3m/€1.8m) for misleading Steam users in Australia by stating they were not entitled to refunds for faulty games on Steam
https://www.rockpapershotgun.com/australia-fines-valve-over-...
okay, here's the EU part: https://www.gamedeveloper.com/business/new-valve-refund-poli...
not brought to court but that right-to-return law put another fire under their butt for sure.
I think like many new things it got off to a rocky start in 2003 and 2004 (especially with the launch of Half-Life 2). I only started using Steam on 2007 I think and I've never had an issue.
Whether it should may be a different issue.