Sony Japan has introduced a new customer harassment policy, published on its official website on September 1, 2026. This development comes after considerable player discontent regarding the company's earlier announcement to discontinue the production of physical game discs starting in January 2028.
The policy outlines various forms of harassment and encourages customers to adhere to behavioral guidelines. "Our company strives to provide honest service so that our customers can use our products and services with peace of mind, and we value customer feedback to improve our services," Sony stated. "On the other hand, 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."
Sony indicated it takes a "firm stance" against behaviors including "persistent and repeated, or prolonged, demands, excessive or unreasonable demands for compensation or apologies, and abusive language, threats, slander, and other similar behaviors." The policy also cited examples such as "forcing someone to prostrate themselves" and "visiting our offices or related facilities without permission." In instances where such behavior is confirmed, Sony reserves the right to "restrict or suspend customer service" to protect its employees. The company may also engage with law enforcement or legal counsel to pursue legal action or initiate criminal proceedings.
This policy aligns with broader trends in Japan, where a law enacted in October 2025 requires employers to take measures to prevent customer harassment of workers. This legislation signifies a cultural shift in Japan, moving away from the "customer is always right" mentality towards enhanced worker protections.
The recent backlash is closely tied to Sony's strategic shift towards an all-digital future. The company has faced criticism not only for the discontinuation of physical media but also for its legal responses to ongoing lawsuits concerning its digital storefront practices. Sony has argued in a class-action lawsuit that consumers in the digital age should not reasonably expect to "own" digital games, but rather to hold a revocable license.
Furthermore, Sony is facing legal challenges from a Dutch consumer group and the Stop Killing Games movement, who allege that Dutch customers were overcharged on the PlayStation Store. A separate lawsuit in Mexico contends that Sony's promotion of its digital storefront constitutes anti-competitive behavior by limiting competition from other game retailers.
Despite the strong reactions from some players, Sony maintains its commitment to an all-digital strategy, with CFO Lin Tao stating the company will "cautiously move this forward" with its plan to phase out game discs.