>Even customer support is majorly lacking.
I have probably refunded 10 games in the past year or so for various reasons. I've gotten sales and deals unimaginable before the days of steam. I can't imagine any other company letting me get away with such things. Arguably, we have the EU to thank for that, but Valve has zero obligation to allow this policy for US customers like me, but did so anyway.
> I think he's really taken a retired seat.
From my reading of recent VR history, he's fairly hands on with it. I did read an interview where he claims he purposely puts himself in the backseat because he didn't want to become "King of Valve" where his personal taste and ideas trump everyone else's. He something of the anti-Jobs.
>Valve makes ridiculous amounts of money, has no board, Gabe Newell can do whatever he wants with the company.
Privately held companies have different pros and cons than publicly held ones. I can't imagine Valve being a better company as a public entity. Think of all the investor-minded decisions (must hit certain milestones, projections, etc) that have doomed gaming companies in the past. Valve is largely immune to that, but as you say, comes with the price of being fairly slow moving compared to their peers.