Sony has introduced a stringent new customer anti-harassment policy aimed at safeguarding its customer service employees, who have reportedly been subjected to excessive demands and abusive behavior. This policy comes in the wake of significant backlash following Sony's announcement that it would cease manufacturing physical PlayStation discs in 2028. The new guidelines, detailed on Sony's Japanese website, emphasize the company's commitment to the "dignity and safety" of its support personnel.
Examples of prohibited conduct include unreasonable or persistent demands for compensation and apologies, the use of abusive language and threats, requests unrelated to Sony's products or services, intimidation tactics, discriminatory or sexual conduct, and unauthorized visits to Sony facilities. In response to any violations, Sony reserves the right to restrict customer service access for offending users. Furthermore, the company may resort to legal measures and criminal proceedings if it deems the situation warrants it.
The harassment directed at customer service staff is understood to stem from broader dissatisfaction with Sony's decision to phase out physical discs. Employees, who have no direct influence over company-wide product decisions, are often the first point of contact for frustrated consumers. The notes suggest that some customers may be conflating the actions of executives with the responsibilities of frontline support staff, leading to the latter group bearing the brunt of the anger.
This customer discontent has manifested in several ways. Beyond online complaints, there has been a proposed class-action lawsuit and an attempted consumer boycott encouraging a week-long hiatus from PlayStation products and services. This ongoing dissent reflects a segment of the player base's concern over losing options, ownership, and autonomy in game purchasing as Sony moves towards a more digitally focused distribution model, potentially consolidating its control over the PlayStation game market.