Nope, they've never had the joy of trying to find a driver for their audio, or get their nvidia driver working. Editing conf files to get the system working is a feature they never enjoyed
For most user, no they haven't experienced those joys since they simply use it out of the box; especially since all of that is integrated into the machine now. They don't want to find a distro, decide what GUI they want, try to find programs that are compatible (Mostly) with teh files 90% or more of the rest of the world uses. They want a machine that works out of the box, and that means Windows or MacOS.
Linux is a good OS, and fine for the hobbyist, OSS purist, or in niche markets; but it is not ready for prime time and probably never will be. Linux' biggest strength - being OSS, is also it's Achilles Heal, IMHO. Without some overall unifying approach to GUI, compatibility, etc., it offers confusing choices to the mainstream non-technical user. It's not as bad as it was 30 years ago, but beyond specialized markets it's still very much a hobbyist product.
Linux' biggest hope is Europe (cue Star Wars Main Title), where the current political climate vis a vie the US administration makes breaking free of US tech appealing. It will be interesting to see how it goes and how far it goes.
This is where Valve absolutely knocked it out of the park, they provided a Linux appliance that needed zero configurations/tweaks/work by the consumer. Its a fully functioning product with the messier linux stuff hidden from them
I agree. They found a niche with a product that appeals to their existing user base and is a compliment to their existing product. Their main challenge will be how to not lose money on each machine sold. It probably won't be anywhere near powerful enough for the hard core gamer, and the casual gamer already has a console or Switch or PC to play what they want; so how do you sell enough to get economies of scale without pricing at a loss?
Will those mass market consumers want to shell out for yet another gaming device? Will they be able to lock in users to be able to only play games from their service? Considering it's Linux inside, probably not, especially for the more tech savvy buyer, the very demographic they are appealing to.