Sony Japan has reacted to backlash over the company’s decision to cease production of PlayStation game discs by implementing a customer harassment policy, details of which were published earlier this week on its website.
Our company strives to provide honest service so that our customers can use our products and services with peace of mind, and we value customer feedback to improve our services. 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 hardware manufacturer explained it takes a “firm stance” against this behaviour, including “persistent and repeated, or prolonged, demands, excessive or unreasonable demands for compensation or apologies, and abusive language, threats, slander, and other similar behaviors. It went on to cite other examples, such as “forcing someone to prostate themselves,” and “visiting our offices or related facilities without permission.”
Sony said that it may “restrict or suspend customer service” to protect its employees if any such behavior is confirmed, as well as contact “police, lawyers, etc” if necessary to take legal action.
The company’s plans to go digital-only have seen widespread criticism from gamers online, with many of Sony’s social media posts and YouTube videos full of angry comments from fans. Shawn Layden, the former chairman of Sony Interactive Entertainment, stated during an interview with Eurogamer days after Sony’s announcement that he doesn’t “necessarily agree” with the decision, he suggested that discs may simply too expensive to produce.
[Source – IGN]