Sony’s decision to kill off PlayStation game discs has been met with almost universal disdain since it was first announced, and it looks like its employees have been caught in the crossfire. Just about every Sony announcement or social media post is met with calls for it to reverse its decision, and Sony Japan has instituted a new anti-harassment policy to protect the customer service employees who have had to deal with a vocal contingent of dissatisfied consumers.
These changes also align with new workplace laws in Japan that will take effect later this year. “Similar to other companies in Japan, Sony Interactive Entertainment has published its policy in compliance with a new law taking effect on October 1, which requires employers in Japan to implement measures to address customer harassment,” Sony said in response to GameSpot.
According to the policy, Sony will restrict people who “exceed what is considered reasonable” when interacting with customer service, including “unreasonable demands” for compensation or apologies. Abusive language, threats, and “forcing someone to prostrate themselves” can also get you cut off from the help desk, as will visiting offices or related facilities without permission. Sony added that it will work with the police and lawyers, if necessary, to protect its employees.
While customer service workers are currently dealing with backlash over Sony’s decision to focus on an all-digital future, the company has also been criticized for several more recent actions. Sony responded to a class action lawsuit in which it was accused of not clearly informing consumers that its digital store sells game licenses, not full games. Various publishers have also accused Sony of anti-competitive moves and of working toward creating a monopoly through its digital storefront. Sony will pay out nearly $8 million to PlayStation customers as part of a settlement over digital game prices.
Even with all of that bad press, the company is still moving “cautiously forward” with its plan to end game disc production, as no amount of negative comments or week-long boycotts has convinced Sony to change its mind. Expect a flood of comments highlighting this during this week’s back-to-back State of Play livestreams.