Valve really shouldn’t use GLS. I was greeted by this horror when my Steam Frame arrived:

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In my case I was pretty lucky. Only the eye spacer had damage and a new one is on the way. Do remember that this is a large launch for Valve with a new headset and new technologies where people are finding all the issues an internal QA can’t find. And everyone bogging them with when they’ll receive their headset. So I imagine that Valve has a huge backlog of support tickets to go through and the more complicated a case is, the more time it will require. Patience is key. But I do hope you get your issue resolved quickly.