PlayStation has issued a new basic policy on customer harassment.
These guidelines follow major backlash from players over Sony’s decision to end physical media for its games in 2028 and its stance that players don’t own digital games but are renting a license that can be revoked at any time.
PlayStation Can Restrict Support Under New Policy
The Japanese PlayStation website has shared details of the company’s new basic policy on customer harassment. To be clear, the policy addresses harassment from customers toward PlayStation staff.
Sony says it strives to provide honest service and to allow customers to give feedback, but customers must not threaten employees’ “dignity and safety.”
We will take a firm stance against such actions and aim to build healthy and sustainable relationships while respecting both our customers and employees.
Sony says it reserves the right to restrict or suspend customer service if it deems it necessary to protect employee safety. It will also cooperate with police, lawyers, and similar parties if the situation needs to be escalated.
Sony Outlines What It Considers Customer Harassment
Sony also gives examples of customer harassment. These include, but are not limited to, unreasonable demands for compensation or apologies, abusive language, threats, or slander, and sexual or discriminatory conduct.
You can see the full list below:
- persistent and repeated, or prolonged, demands
- Excessive or unreasonable demands for compensation or apologies
- Abusive language, threats, slander, and other similar behaviors
- Requests unrelated to products or services
- Intimidating attitude and forcing someone to prostrate themselves
- Discriminatory or sexual conduct
- Attacks and demands against individual employees
- Visiting our offices or related facilities without permission and requesting meetings or assistance is prohibited.
*Examples of customer harassment are not limited to these.
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For more, check out details of the upcoming Sony PlayStation State of Play presentation. Also, don’t forget to sign up for our weekly newsletter.
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