In fairness, Valve Support is making estimates for the process that they then absolutely blow past. I know calling them "estimates" gives them some immunity, but if your estimates are inaccurate, either update them or don't give them at all. We aren't in a court of law and it's totally understandable that if support says "3-5 business days" but it takes 14 business days, you're gonna be pretty darn frustrated as the customer.

I've no doubt some folks are just getting impatient but there are also many reports (in fact, most reports on this subreddit) of Valve missing their deadlines by weeks and providing little to no updates on the status of the RMA.

If that's just the "RMA standard" then it's pretty shit and I don't think Valve should be immune to criticism over it just because everyone else does it.