In a move that underscores the growing tensions surrounding Sony’s plans to phase out physical game discs, the company has implemented a new policy aimed at curbing customer harassment. This comes after significant backlash from players angered by the impending shift towards an all-digital future.
A Zero-Tolerance Approach
Sony Japan officially unveiled this stringent anti-harassment policy on its website on September 1, 2026. The document outlines specific examples of unacceptable behavior and emphasizes the company’s commitment to protecting its employees. “Our company strives to provide honest service so that our customers can use our products and services with peace of mind, and we value customer feedback to improve our services,” the statement reads. “On the other hand, the dignity and safety of our employees must not be threatened by customer harassment, such as words or demands from customers that exceed what is considered reasonable according to social norms.”
The policy leaves no room for ambiguity, explicitly condemning actions like “persistent and repeated, or prolonged, demands,” “excessive or unreasonable demands for compensation or apologies,” and “abusive language, threats, slander, and other similar behaviors.” It also includes examples such as “forcing someone to prostrate themselves” and “visiting our offices or related facilities without permission.” Sony has stated that it may “restrict or suspend customer service” in cases of confirmed harassment and will not hesitate to involve “police, lawyers, etc.” to pursue legal action or criminal proceedings.
A Changing Landscape for Customer Relations
This move by Sony is part of a larger trend in Japan, driven by a new law enacted in October 2025 that mandates employers to actively prevent customer harassment. As noted by Uni Global Union, this represents a significant departure from the traditional “customer is always right” mentality, prioritizing worker protection and fostering a more respectful workplace environment.
The Physical Disc Debate Rages On
Sony’s new policy isn’s happening in a vacuum; it comes amidst intense scrutiny and criticism surrounding the company’s decision to discontinue physical game discs. This controversial move has sparked outrage among players who value ownership, preservation, and the freedom to buy, sell, and trade games.
In August, Sony responded to a class action lawsuit alleging that it failed to clearly communicate that customers were purchasing a revocable license rather than outright ownership of digital games. The company argued that “in the digital age, it is not plausible to allege that reasonable consumers believed they were obtaining ‘ownership’ of a digital game.”
Furthermore, a coalition of Dutch consumer groups and the Stop Killing Games movement has filed a lawsuit against Sony, alleging price discrimination against Dutch customers on its digital storefront. Another lawsuit in Mexico accuses Sony of engaging in “anti-competitive practices” by limiting purchases to its digital platform, effectively stifling competition from other game retailers.
Despite the overwhelming negative reaction, Sony remains committed to an all-digital future. Chief Financial Officer Lin Tao has stated that the company will “cautiously move this forward,” acknowledging the “strong views” expressed by players while reaffirming its strategic direction.
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