Sony cracks down on abusive customers as physical disc removal controversy escalates
Sony Japan has implemented a new customer harassment policy, threatening to suspend support and pursue legal action against abusive behavior. The move comes amid intense backlash over the company's plan to phase out physical PlayStation game discs by 2028. The policy lists behaviors like persistent demands, threats, and excessive apologies as grounds for action.
The September 1st publication explicitly lists demanding prostrations, unauthorized site visits, and excessive apology requests as harassment, warning of police and lawyer involvement alongside service suspension. This policy targets behaviors beyond typical abuse, aiming to shield staff from extreme customer conduct.
The Change.org petition surged to 200,000 signatures within six days of the July announcement and now nears 400,000. In the related class action, Sony is pushing for arbitration, asserting reasonable consumers wouldn't mistake digital purchases for ownership, while plaintiffs highlight the misleading "Buy" buttons.
This policy could set a precedent for how corporations manage consumer dissent, potentially chilling legitimate complaints if applied too broadly. It may also deepen the divide between digital-only advocates and physical media collectors, as Sony's legal stance could reshape digital ownership norms. Employees may gain stronger protection, yet consumers could feel their leverage shrinking, affecting trust in future product transitions.