Sony has introduced a new customer anti-harassment policy as criticism continues over its announcement that physical PlayStation discs will be discontinued in 2028.
The policy, as outlined on Sony’s Japanese website, is intended to protect the dignity and safety of customer-service staff. Sony says employees have faced demands and behaviour that go beyond what can reasonably be expected in a support interaction.
What Sony considers harassment
The policy identifies several examples of unacceptable conduct. These include repeated or unreasonable demands for compensation or apologies, abusive language, threats, intimidation, discriminatory behaviour and sexual conduct.
It also covers requests unrelated to Sony products or services, as well as unauthorised visits to Sony offices and other facilities. The list is not presented as exhaustive, meaning other conduct may also fall within the policy.
Possible consequences for customers
Where Sony believes the policy has been breached, it may limit or refuse customer-service support for the person involved. The company also reserves the option of pursuing civil or criminal action when it considers that necessary.
The change places renewed attention on the difference between contacting support and directing corporate frustration at individual employees. Customer-service teams can help with issues such as PS5 troubleshooting, but they are not responsible for major decisions about physical game distribution or the company’s wider strategy.
Sony’s position on digital games has added to that tension. In defending the move away from discs, the company has argued that consumers cannot reasonably claim they were buying ownership of a digital game in the same way they might own physical media. That argument has intensified criticism from players who believe the decision reduces their purchasing options and control.
Physical-media backlash continues
Opposition to the 2028 disc decision has appeared across several channels. Some PlayStation fans have supported a proposed class action lawsuit, while others attempted a “blackout” week involving a pause in the use of PlayStation products and services.
Criticism has also continued through comments on YouTube videos, livestreams and social-media posts. Whatever commercial reasons Sony gives for its strategy, players fear that fewer physical options and greater reliance on one digital distribution system could reduce consumer choice and autonomy.
For more coverage of changing game hardware and the wider arcade industry, explore the RETROCADE Arcade Blog. Readers considering dedicated hardware can also compare arcade machines or use the Arcade Machine Buying Guide before choosing a cabinet.
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