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 introduced a new customer harassment policy in response to backlash over the company's decision to phase out physical PlayStation game discs by January 2028. The policy outlines behaviors that are considered harassment, such as unreasonable demands, abusive language, and discriminatory conduct, and threatens to suspend customer service if violations continue.

Sony stated that the dignity and safety of its employees must not be threatened by such actions, and it will take legal action if necessary, including collaboration with law enforcement agencies. The company's decision to end physical disc production has sparked widespread criticism from the gaming community, alleging that it eliminates true ownership and gives the company too much power over digital purchases.

A Change.org petition against the move has garnered over 400,000 signatures, and Sony has moved a related class action lawsuit to arbitration, arguing that consumers do not own digital games permanently. Despite strong opposition, Sony plans to proceed with its decision cautiously, citing the new customer harassment policy as a means to address some of the backlash against its employees.