Playstation Introduces New Customer Harassment Policy Amid Backlash

PlayStation has issued a new basic policy on customer harassment. According to details shared on the Japanese PlayStation website, the guidelines address harassment directed from customers toward PlayStation staff. While Sony states that it strives to provide honest service and welcomes customer feedback, the company emphasizes that customers must not threaten employee dignity and safety. Under the new measures, Sony reserves the right to restrict or suspend customer service if deemed necessary to protect employee safety, and will cooperate with police, lawyers, and relevant parties if situations require escalation.

The introduction of these guidelines follows major backlash from players regarding Sony’s recent stances. These include discussions surrounding digital game ownership—with the company asserting that players are renting a license that can be revoked at any time—and decisions regarding physical media.

To clarify what crosses the line, Sony has outlined specific examples of customer harassment. The guidelines cover persistent, repeated, or prolonged demands, as well as excessive or unreasonable demands for compensation or apologies. Additionally, the policy prohibits abusive language, threats, slander, requests unrelated to products or services, intimidating attitudes, and forcing someone to prostrate themselves. Discriminatory or sexual conduct, direct attacks and demands against individual employees, and unauthorized visits to offices or related facilities to request meetings or assistance are also explicitly banned. Sony notes that these examples are not exhaustive, and the company plans to take a firm stance against such actions to build healthy and sustainable relationships while respecting both customers and employees.