Sony Implements Harassment Policy as Backlash Over Disc Phaseout Continues
Sony Japan has adopted a new customer harassment policy to address escalating complaints following its announcement to eliminate physical PlayStation discs by January 2028, threatening service suspension and legal action while maintaining its controversial decision.
Following its contentious declaration to discontinue physical PlayStation game discs by January 2028, Sony Japan rolled out a customer harassment policy on September 1 designed to manage the mounting customer backlash. The policy establishes boundaries around customer conduct and warns of potential service restrictions if employees face harassment.
"The dignity and safety of our employees must not be threatened by customer harassment, such as words or demands from customers that exceed what is considered reasonable according to social norms," the company stated. "If any behavior constituting customer harassment is confirmed, we may restrict or suspend customer service in order to protect the safety of our employees."
Prohibited Behaviors
The policy identifies numerous actions as customer harassment, including:
- Persistent, repeated, or prolonged demands
- Excessive or unreasonable compensation requests
- Abusive language, threats, slander, and comparable conduct
- Requests unrelated to products or services
- Intimidating demeanor
- Discriminatory or sexual conduct
- Attacks and demands targeting individual staff members
- Forcing someone to prostrate themselves
- Unauthorized visits to company premises
- Excessively demanding apologies
Sony indicated it would pursue enforcement through legal channels when warranted. "We will take a firm stance against such actions and aim to build healthy and sustainable relationships while respecting both our customers and employees," the company wrote. "If we deem it necessary, we will cooperate with the police, lawyers, etc., and consider taking action, including legal measures and criminal proceedings."
Response to Disc Elimination Decision
The policy announcement follows Sony's July 1 declaration to phase out physical game discs, which triggered substantial opposition from the gaming community. Detractors contended that eliminating physical media amounted to removing consumer ownership rights, with digital purchases functioning as temporary licenses rather than permanent acquisitions. A Change.org petition launched six days after the announcement had gathered 200,000 signatures and has since approached 400,000.
Sony has shown no indication of reversing course. When a class action lawsuit challenged the decision, the company sought to move the case to arbitration, asserting that "reasonable consumers would not be misled into believing they own digital games." Plaintiffs maintain that Sony deceives consumers by employing "Buy" buttons for digital titles without adequately clarifying that transactions grant only temporary, revocable licenses rather than permanent ownership.
Multiple related legal challenges remain in progress. Nevertheless, Sony stated it will "cautiously move forward" with its plan despite "strong views" from the player base. The organization believes the new harassment policy will reduce the pressure individual team members experience. The measures also comply with Japan's recent legislation requiring companies to implement protections against customer harassment directed at employees.
Source: Tom's Hardware