I have a '22 Crosstrek and most options are buttons with a large screen I use with Android Auto. I would hate HVAC and heated seats integrates into the screen because I love mine being buttons, switches, and dials. Plus, I can control most of the screen features from my steering wheel.
I would be so frustrated if someone somehow manually entered a P1 for a keyboard and it wasn’t changed immediately. Like your case, it would get escalated. Yes, a functioning keyboard is important to that user, but the priority level and urgency are tied to the organization. Nothing like the call or email saying a huge chunk of your org or end users are effectively down, only to find out Chad couldn’t type an email.
Hopefully that person was talked to and somehow disciplined. Your other comments sound like they really should have known better.
Looks like garlic chives.