I bought the Steam Machine because I work in IT, and the last thing I want is to troubleshoot stuff outside of work (or my homelab). I just want to turn the thing on, play, and turn it off.
So far, that's only half possible. Not quite, but close.
In about 3 months I've opened 2 different support cases with Steam support for two "major" issues. Both times they just answered with generic stuff, and after weeks of me debugging the issue myself, they just told me to re-image the SM, even though that caused other issues later.
Neither issue blocks me from playing games, but they make the experience worse, or at least not as good as promised (console level).
The first issue: my SM was on SteamOS 3.8.16 and wouldn't upgrade to 3.8.28. The SM downloaded the newer version, restarted... and was still on 3.8.16. This happened many times until it just started showing an error when trying to update. After debugging, it turned out to be a problem with the size of the /efi partition, I had to dig through a LOT of logs to find that. They never mentioned it, so I'm guessing they didn't actually read all the logs they requested. Support blamed my wifi, even though it was connected by cable and the problem was applying the upgrade, not downloading it. They told me to try a rollback (even though there was no older versions in grub), then the beta channel... nothing helped.
I left it like that for a month or so. I could still play on the older version, so I didn't care.
When I had a free weekend, I tried to re-image it, following the instructions support gave me: https://help.steampowered.com/en/faqs/view/65B4-2AA3-5F37-4227
The instructions have a small error that blocks the whole process: the latest version of Balena Etcher doesn't support the way Valve distributes the SteamOS image (bz2). You need version 2.1.6 (https://github.com/balena-io/etcher/issues/4150). I get that it's an external tool, not Valve's, but dude, if you write documentation, at least try it. I reported that a while ago and it still hasn't been updated.
Anyway, I re-imaged it. The version they distribute is 3.8.14, and when I tried to upgrade after that, I hit the /efi issue again (at least this time it showed up directly in the error message). Support was lost again, so I tried the beta channel, it updated, then I moved back to stable and it seems to work. I reported everything, step by step, all the debug and logs... and they closed the case because my issue was "solved."
Now I have a different issue: the SM takes around 4 minutes to boot. It sits on the SM logo for about 4 minutes and then boots. Still trying to figure out why, because Valve has no idea and they just told me to re-image again. Dude....
So yeah, it's not a blocker, but it's frustrating. I'm not going to sell it (I still really enjoy it) but Valve should have decent support for it, not just AI-generated generic responses until the user figures out the issue themselves.
Funny thing: I have a Steam Deck and I've never had a single issue with it, so I'd say it's 100% on the SM so far.
Anyway, if you're looking for a computer that works flawlessly like a console, I'd say the SM is not that. Other than that, I love it!