As Sony continues to weather the online storm following its announcement that it will be discontinuing physical PlayStation discs in 2028, the company has instituted a new anti-harassment policy to protect its customer service employees.
The policy, as outlined on Sony’s Japanese website, is meant to protect the “dignity and safety” of its customer service employees, who have been suffering harassment and demands that “exceed what is considered reasonable.” Some examples it cites as harassment include (but are not limited to) unreasonable or persistent demands for compensation and apologies, abusive language and threats, requests unrelated to products or services, intimidation, discriminatory and sexual conduct, and even visiting Sony offices and facilities without permission.
As a response to any of the above, Sony may restrict customer service from offending users, or even look to legal measures and criminal proceedings if the company deems it necessary.
The shame of it all is that these poor employees are just there to tell people how to troubleshoot their PS5, and they’re likely getting the brunt of the pushback from people who are unhappy with the brand because they’re readily available for people to contact. So someone who has no say in whether or not discs are made is having to answer for their boss’ boss’ boss’ boss saying headass shit like, “In the digital age, it is not plausible to allege that reasonable consumers believed they were obtaining ‘ownership’ of a digital game.” Part of this may stem from some online mobs lacking the common sense to know that a customer service employee cannot reasonably be expected to fix a problem way above their paygrade, so they’re lashing out at anyone within reach.
PlayStation fans have been fighting this fight for physical discs on a few fronts, including a proposed class action lawsuit, an attempted “blackout” week of not using PlayStation products and services, and a neverending barrage of comments on YouTube videos, livestreams, and social media sharing their distaste for Sony’s decision. Whatever the business justifications Sony has for this, the end result is that players are losing options, ownership, and autonomy in how they buy games as the company creates a monopoly in PlayStation game distribution.