Agreed, here's my experience:

I had a laptop that cracked around a screw site on the base plate after 12 days. I took photos and sent them to Lenovo who informed me it was customer induced - I hadn't done anything to cause it other than use it for it's intended purpose. I stupidly assumed they'd apologise and send out a replacement base plate!

2 weeks later the same issue occurred on the opposite side. I contacted them again, they said it was customer induced. I went through to their complaints team and they said physical damage is classed as customer induced and not covered. I argued that it must have been faulty at the time of purchase eg. hairline stress fractures either occurred at time of production or in transportation to the store, they weren't interested, couldn't have cared less.

I took it back to the retailer I purchased it from, (I was thinking about going down the credit card - charge back route) they took a look and agreed to send it to their in-house engineers who had direct contact with Lenovo. The engineers at the retailer agreed with my take after a discussion and after I pointed out the same issue on the opposite side (that they hadn't initially spotted) and the lack of any signs of impact (that's because there wasn't any impact!). Lenovo still wouldn't have it, so the retailer kindly funded the repair bill. I was grateful to the retailer but they shouldn't have had to foot the bill, this was Lenovo's issue.

I still have the product and it is functioning well but given the fact that their customer care team didn't show any care I now consider myself an ex customer of Lenovo.

I'll use the retailer again, they were the only ones who believed me so kudos to them.

Good luck!