Sony Japan implements new customer harassment policy amid PlayStation physical disc phase-out backlash

New Customer Harassment Policy Introduced

Sony Japan officially implemented a new customer harassment policy on September 1. The policy outlines prohibited customer behaviors and states that customer service may be suspended if these behaviors continue. The company emphasized its commitment to protecting the dignity and safety of its employees.

Examples of Prohibited Conduct

The policy details various forms of customer harassment, including persistent demands, unreasonable compensation requests, abusive language, threats, and slander. Other examples include requests unrelated to products, intimidating attitudes, discriminatory or sexual conduct, and attacks against individual employees. Sony also listed forcing prostration, unauthorized company visits, and excessive apology demands as harassment.

Legal Action and Enforcement

Sony stated its willingness to cooperate with police and lawyers, considering legal measures and criminal proceedings if necessary. The company aims to build sustainable relationships while taking a firm stance against actions that threaten its employees.

Response to Physical Disc Phase-Out Backlash

This new policy appears to be a direct response to intense customer backlash regarding Sony's decision to phase out physical PlayStation game discs by January 2028. The announcement, made on July 1, sparked widespread criticism from the gaming community, who argued that ending physical discs equates to eliminating true ownership and gives Sony too much control over digital purchases.

Community Reaction and Company Stance

A Change.org petition against the disc phase-out amassed 200,000 signatures within six days of the announcement and is now approaching 400,000. Despite the significant public outcry and ongoing class-action lawsuits related to the decision, Sony does not appear to be reversing its plan to end physical disc production.