Sony appear to be leading the way in showing how not to provide customer service. A laptop just coming up to a year old and the Y button has fallen off with no sign of miss use. This is considered as a hardware fault and therefore not covered by Sony's warranty. As said by the Sony Support Manager...
Buttons should not fall off sir, therefore this must be your fault.
Had Sony seen the problem and made judgement based on that? No. It appears Sony products do not go wrong, if they do it must be the customers fault.
For the sake of fixing a broken key on a laptop with 3 years warranty Sony has now lost any future business from the large On-line Publisher I represent.
Do not buy extended warranties, or even better stay away from Sony.