{
  "id": 4920572,
  "title": "Sony Rolls Out New Customer Harassment Policy After Physical Disc Controversy Sparks Backlash",
  "url": "https://urgent.news/2026/09/01/sony-rolls-out-new-customer-harassment-policy-after-physical-disc",
  "topic": "tech",
  "section": "Tech",
  "published": "2026-09-01T18:23:01.000Z",
  "source": {
    "name": "IGN",
    "slug": "ign",
    "url": "https://www.ign.com/articles/sony-rolls-out-new-customer-harassment-policy-after-physical-disc-controversy-sparks-backlash"
  },
  "original_language": "en",
  "account": "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.\"\n\nIf 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.",
  "summary": "Sony Japan has introduced a new customer harassment policy following widespread backlash toward its decision to stop producing physical game discs starting January 2028.",
  "key_points": [],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}