Steam Support Request - No Response in a Week

My Steam Deck was delivered Saturday last week (Mar. 26) and then promptly stolen minutes later. I have a doorbell camera, but since FedEx left it on the stoop close to the street I wasn't sent a notification and didn't even know it was there until it was too late.

I tried to file a complaint with FedEx but was told to contact Steam first, and I submitted a help request through Steam Support later that same day. It's now been over a week and I've heard absolutely nothing re: my help request.

I haven't submitted help requests through Steam Support before—is this standard for them? Is there another way to contact them to expedite the process? I don't want to dispute the charge just yet in case Steam can help me get it replaced, but I can't wait on Steam forever. Any advice/help is greatly appreciated.