> She said a service culture of stoically persevering in the face of impossible odds didn’t do anyone any favors. “If we suffer in silence it doesn’t get fixed,” she said.

And that's the point where IT should go, run a filter in the inventory list for all models < 2018 and have local IT service desks replace them. If you know your users are of the type to not cause any trouble with IT due to culture, you go the other way around to bypass that culture.