Sony Warns PlayStation Customers Against Harassing Support Staff Amid Disc Backlash
Sony’s announcement that it will discontinue physical PlayStation game discs by 2028 has triggered significant backlash from players, leading to unexpected consequences for the company’s support staff. The decision, which would eliminate physical media options for PlayStation games, has drawn persistent criticism across Sony’s official channels and social media platforms.
The vocal opposition has resulted in harassment of Sony’s customer service employees who face the brunt of customer dissatisfaction. In response, Sony Interactive Entertainment Japan has implemented a new customer harassment policy designed to protect support staff from aggressive or threatening behavior. The timing of this policy aligns with new Japanese workplace legislation taking effect October 1, 2026, which mandates that employers implement measures to address customer harassment. Sony’s policy emphasizes that while the company welcomes honest feedback, it will not tolerate actions that threaten employees’ dignity and safety.
The underlying customer concerns extend beyond the disc discontinuation. Players have also objected to Sony’s licensing model for digital games, where consumers lease rather than own their digital purchases, with licenses subject to revocation at the company’s discretion. This combination of physical media discontinuation and restrictive digital ownership policies has fueled the sustained backlash and contributed to the harassment incidents targeting support staff.