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Sony Institutes Harassment Policy Following PS5 Disc Controversy

Kotaku • September 1, 2026 • technology

Key Points:

Sony has introduced a new anti-harassment policy to protect its customer service employees from unreasonable and abusive behavior following backlash over the discontinuation of physical PlayStation discs in 2028.
The policy targets harassment such as persistent demands for compensation, abusive language, threats, unrelated requests, intimidation, discriminatory and sexual conduct, and unauthorized visits to Sony facilities.
Sony may restrict service access for offending users and pursue legal or criminal action if necessary to ensure the safety and dignity of its employees.
Customer service representatives, who handle troubleshooting and support, have been unfairly targeted by frustrated consumers upset with company decisions beyond their control.
The policy aims to shield employees from being the outlet for consumer anger directed at higher-level corporate decisions, emphasizing the distinction between service roles and company leadership.

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