Sony Implements Harassment Policy Amid Backlash Over Digital Game Shift

Sony Japan has implemented a formal customer-harassment policy, published on September 1, in response to sustained anger over PlayStation's strategic decision to phase out physical game disc production by January 2028. The company stated the new measures aim to protect its employees and warned it may suspend customer service for individuals engaging in prohibited behaviors.

The policy explicitly 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 outlined examples of unacceptable conduct, including persistent and repeated demands, excessive or unreasonable requests for compensation, abusive language, threats, slander, intimidating attitudes, and discriminatory or sexual behavior. More extreme actions cited include forcing individuals to prostrate themselves, unauthorized visits to company premises, and excessively demanding apologies. Should such behavior be confirmed, Sony indicated it might restrict or suspend customer service and pursue legal action, stating it would "cooperate with the police, lawyers, etc., and consider taking action, including legal measures and criminal proceedings." This corporate policy aligns with a recent Japanese law mandating companies to implement measures to prevent customer harassment targeting their workers.

This new policy follows Sony's July 1 announcement that it would cease physical disc production by 2028, a move that immediately drew significant criticism from the global gaming community. Critics argued that the elimination of physical discs removes true game ownership, effectively reclassifying digital purchases as revocable rentals and granting excessive control to the company. Public opposition quickly materialized, with a Change.org petition opposing the decision gathering 200,000 signatures within six days of its launch. The petition is now reportedly approaching 400,000 signatures.

Despite the widespread backlash, Sony has indicated it is not retreating from its decision. The company has faced legal challenges related to the move, including a class-action lawsuit.

In response to this litigation, Sony sought to compel the case into out-of-court arbitration, arguing that "reasonable consumers would not be misled into believing they own digital games." Plaintiffs in the suit allege that Sony misleads consumers by utilizing "Buy" buttons for digital content without adequately disclosing that these purchases represent temporary, revocable licenses rather than outright ownership. Several related lawsuits remain ongoing. Sony has acknowledged the "strong views" from players but affirmed its intent to "cautiously move forward" with its strategy.

Source: Synthesized from reporting by finance.yahoo.com.