Sony Rolls Out New Customer Harassment Policy After Physical Disc Controversy Sparks Backlash
Sony Japan has introduced a new customer harassment policy following widespread backlash toward its decision to stop producing physical game discs starting January 2028.
Sony has announced a new customer harassment policy in response to backlash over its decision to stop producing physical game discs starting January 2028. The policy, published on the company's official website on September 1, 2026, provides examples of unacceptable behavior, such as "persistent and repeated, or prolonged, demands, excessive or unreasonable demands for compensation or apologies, and abusive language, threats, slander, and other similar behaviors."
If an employee is subject to such behavior, Sony states it may "restrict or suspend customer service" and potentially take legal action. The move comes after Sony faced criticism for its decision to drop physical game discs, as well as a class action lawsuit accusing the company of misleading customers about digital game purchases.
Sony is also facing lawsuits in Mexico and from a Dutch consumer group over digital pricing disparities. The company's push towards an all-digital future has been met with resistance from some players, leading to increased scrutiny of its treatment of employees and customers.
Written by urgent.news from IGN's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
