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Sony Japan has implemented a formal customer-harassment policy in response to the sustained anger over PlayStation's decision to phase out physical game discs by January 2028. In a September 1 publication, the company outlined prohibited customer behaviors. It warned that it may suspend customer service to protect its employees.
The policy states that "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 added that "if any behavior constituting customer harassment is confirmed, we may restrict or suspend customer service in order to protect the safety of our employees." The document lists examples including persistent and repeated demands, excessive or unreasonable demands for compensation, abusive language, threats, slander, intimidating attitudes, and discriminatory or sexual conduct. It also cites more extreme conduct such as forcing someone to prostrate themselves, visiting company grounds without permission, and excessively demanding apologies. Sony indicated in the publication that it will pursue legal action where warranted. The company stated that it will "cooperate with the police, lawyers, etc., and consider taking action, including legal measures and criminal proceedings." The policy aligns with a recent Japanese law requiring companies to take measures to prevent customer harassment toward workers.
The policy follows the July 1 announcement that Sony would end physical disc production by 2028. The move drew immediate criticism from the gaming community. Critics argued that ending physical discs eliminates true ownership, treating digital purchases as revocable rentals that place too much control in the company's hands. According to Tom's Hardware, a Change.org petition opposing the move gathered 200,000 signatures within six days and is now approaching 400,000. Sony is not retreating. After a class-action lawsuit tied to the decision, the company moved to force the case into out-of-court arbitration. Sony argued that "reasonable consumers would not be misled into believing they own digital games." The plaintiffs allege Sony misleads buyers by using "Buy" buttons without disclosing that purchases are temporary, revocable licenses. Several related lawsuits remain ongoing, and Sony has said it will "cautiously move forward" despite the "strong views" from players.