Our office purchased around 40 T14 ThinkPads for the first time, and we've encountered problems with a few units. After just one week of use, one key popped out on the keyboard.

I called Lenovo customer service, but they informed me that we can’t claim warranty coverage because it falls under Customer Induced Damage. We have Premier Support, which makes this situation even more frustrating.

Has anyone else had a similar experience?

Previously, our office used Dell laptops and had Pro Support. We never faced any issues with keyboard claims, and Dell replaced them without any problems.

my boss already consider to switch back to Dell

email kpdnkk with them in CC. sure then will entertain.

Those few unit all same keycap popup?
Manufacturing defects leh...

Keyboard damage usually cannot claim. However, replacements are available online for cheap. Shops will charge 2-3X.

good idea

yup but lenovo still said Customer Induced Damage

only use around 2 week, the keycap suddenly pop out,
we have similar issue with dell, Dell change without question just ask for picture
maybe this different with premium brand and normal brand

Dell keyboards are cheap and easily found everywhere. Lenovo keyboards need to order from overseas.

thinkpad not normal brand leh....
price quite premium.....
my thinkpad MB decide to die during last few day of warranty period...
lucky manage to change (recon)....
but now some of the key cant register.....
plan buy from shopee/lazada cheap one to replace...

MB include in normal warranty
while keyboard not include, need to purchase top tier warranty plan
while dell medium tier already with keyboard replace package

it's not staff like to kopek that keycaps , is just pop out on middle use, and lenovo refuse to change keyboard and said under accidently damage ,
it's defect from factory but lenovo do not want admit ,
what you feel if you buy need laptop after 2 week keycaps pop out and service provide do not want change keyboard and said you fault and need to pay to replace ?

still not excuse not to replace the keyboard that laptop still under warranty , it new laptop, not 1year old laptop

last time i get the top tier warranty plan cos it only cost rm 1 for 4 year...

Lenovo/HP(E) field tech here - typically ThinkPad keyboards are quite robust, and key pop ups are quite rare (HP Pro/EliteBooks on the other hand are much more susceptible)
Yes, while it is true that key popping out is often considered as a CID case, however you can try going around this by reporting the issue as a keyboard issue
As Lenovo do not require all parts to be returned except expensive parts such as system boards or the LCD panel to them after a replacement for CID verification, this means the field engineer should be able to replace the keyboard for you under warranty once the part has been approved for replacement by Lenovo themselves (we have done this quite a number of times)