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

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

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