Sony Introduces Customer Harassment Policy
The company protects its employees amid backlash over its shift away from physical discs.
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Sony Japan has announced a new customer harassment policy after its decision to end physical disc production caused backlash among the community.
The company says it "strives to provide honest service" so customers can use it "with peace of mind," and notes that it values customer feedback to improve its service. "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 reads.
Sony also says it will "take a firm stance against such actions and aim to build healthy and sustainable relationships while respecting both our customers and employees."
In the policy, the company outlined examples of customer harassment behavior, which include "persistent and repeated, or prolonged, demands," "abusive language, threats, slander, and other similar behaviors," and "intimidating attitude and forcing someone to prostrate themselves." The list is not exhaustive, so other forms of unreasonable conduct may also fall under the policy.
If customer harassment behavior is confirmed, Sony may restrict or suspend customer service. In addition, if the company deems it necessary, it may take action, including legal measures and criminal proceedings.
Sony's decision to end physical disc production raised concerns among many over game preservation and pricing. A petition named "Don't Kill the Disc: Tell Sony to Keep Physical PlayStation Games" called on the company to reconsider its plan. Also, a Dutch consumer group filed a lawsuit against Sony over alleged high prices on the PlayStation Store following the shift toward digital distribution.
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