Steam Deck question: how good is the warranty, really?

I'm a new Deck owner, recieved unit in May and played sparingly for the past 2ish months.

Overall really liking it, gushed about it everywhere to everyone, and big fan of Valve. But two days ago, one of the Deck shoulder buttons stopped working suddenly. Reached out to steam and they're having me send it in, which is what I would expect. But the way they phrased it kind of souring my initial high of owning the Deck:

Based on the information you have provided, we believe it is unlikely that the current issue reflects a problem with this device as it was delivered to you. It may instead be related to your particular use of the product. Regardless, we would like to offer complimentary service as a gesture of goodwill.

So it's one of those kinds of warranty that excludes regular use? Is this one rep just awkwardly placing blame on me or is that their overall vibe? In contast, I have PS1, PS2, xBox original/360 controllers that still have all the shoulder buttons functioning normally, along with super old PSPs, DS, DS Lites, 3DS, Switch'es and none of them have failed aside from the infamous Switch drifts. Nintendo, for their part, fixed the drifts without implying it was my fault.

Anyone else dealt with Valve customer service and warranty?