a couple of months ago, I bought myself a SE S500i, like you can guess, my keypad broke and I brought the phone back to SE and they replaced it for free, this process came back for another two times, so they fixed my keypad for tree times ! then my keypad broke again and I was sick of it so I asked for another phone (so no S500i or W580i) and I got my money back and got a serious discount on my next phone, it became the SE W880i and since then I had no problems anymore :)
so I think they handled pretty good with me..