Sony Rolls Out New Customer Harassment Policy After Physical Disc Controversy Sparks Backlash
Sony Japan introduced a new customer harassment policy on September 1, 2026, following significant backlash over the company’s decision to discontinue physical game disc production starting in January 2028. The policy, published on PlayStation’s official Japanese website, outlines various forms of harassment and establishes behavioral guidelines for customers interacting with Sony and its services.
The company stated that it “strives to provide honest service so that our customers can use our products and services with peace of mind” and values customer feedback for improvements. However, Sony emphasized that while it welcomes constructive input, the dignity and safety of its employees must be protected from harassment. The policy specifically addresses customer conduct that exceeds reasonable boundaries, including unreasonable demands and hostile communication.
This policy rollout responds to intense community backlash regarding Sony’s shift toward digital-only distribution. The decision to end physical disc production has sparked concerns among players about game preservation, consumer ownership rights, and accessibility for those with limited internet connectivity. The harassment policy appears to be Sony’s effort to establish clearer behavioral expectations while the company navigates ongoing controversy.
The announcement reflects broader industry tensions around digital distribution versus physical media preservation, and how companies balance customer grievances with employee welfare protections.