Our personal experience: Compared to steam, Sony absolutely rolls out the red carpet.
-Software and hardware support is available 24/7 for developer issues through their dev network and platform support. Email, private forum, or even over the phone.
-we have a living, breathing contact who answers our phone calls and provides meaningful assistance, escalates issues if need be, and even helps us make connections with other devs.
-they give us store visibility, banners, videos posted to YouTube channel and occasional twitter promotion.
-compared to steam the store is actually curated effectively (game-wise) with comparatively few bad actors slipping through the cracks
-Format quality assurance actually ensures basic usability and functionality of titles.
In our humble experience, comparatively, steam offers none of those things. Everything we've done on steam, with the exception of getting support for setting up a retail arcade sku for our game, we had to figure out ourselves. We too have experienced the angry negative review from the person demanding tech support (in all cases for an issue with steamVR, not our game). But we have no way of removing those reviews (I've tried, and basically been told to "live with it") even though they negatively impact our sales, dragged down percentages, and were obviously left in bad faith.