Sony threatens to cut off customer support and pursue legal action over harassment as backlash to PlayStation’s physical-disc phaseout intensifies — company to move forward with no disc decision despite several lawsuits
Sony Japan has officially implemented a new customer harassment policy to address ongoing customer backlash, following the company’s controversial announcement to phase out physical PlayStation game discs by January 2028. In an official publication on September 1, the company outlined prohibited customer behaviors to protect the dignity and safety of its employees and threatened to suspend customer service if the behaviors continued.
“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 publication read. “If any behavior constituting customer harassment is confirmed, we may restrict or suspend customer service in order to protect the safety of our employees.”
Some of the examples of customer harassment detailed in the publication include “persistent and repeated, or prolonged, demands; excessive or unreasonable demands for compensation; abusive language, threats, slander, and other similar behaviors; requests unrelated to products or services; intimidating attitude; discriminatory or sexual conduct; and attacks and demands against individual employees.
The company also listed “forcing someone to prostrate themselves,” visiting company grounds without permission, and excessively asking for apologies as customer harassment, expressing willingness to use legal force if necessary. “We will take a firm stance against such actions and aim to build healthy and sustainable relationships while respecting both our customers and employees,” it said. “If we deem it necessary, we will cooperate with the police, lawyers, etc., and consider taking action, including legal measures and criminal proceedings.”
The new policies appear to be in response to the intense backlash over Sony’s decision to end physical disc production by 2028. The decision was met with immediate, widespread backlash from the gaming community, which argued — among other things — that ending physical discs was equivalent to eliminating true ownership. Critics also argued that digital purchases were rentals and placed too much power in the company’s hands, which could restrict access at will. Just 6 days after the July 1st announcement, a Change.org petition to stop the move had amassed 200,000 signatures and is now approaching 400,000.
The company doesn’t appear to be backing down. After a class action lawsuit related to Sony’s decision to kill physical discs, the company moved to force the case into out-of-court arbitration, arguing that “reasonable consumers would not be misled into believing they own digital games.” The plaintiffs allege that Sony misleads consumers by using “Buy” buttons for digital PlayStation games without clearly disclosing that buyers are only purchasing a temporary, revocable license rather than actual, permanent ownership of the game.
Several other related lawsuits are ongoing. Regardless, Sony has said it will “cautiously move forward” with its decision despite “strong views” from players. The company hopes its new customer harassment policy will curb some of the backlash individual employees are currently facing. The policies also align with Japan’s recent law that mandates companies to take measures to prevent customer harassment towards their workers.
