Sony has a strong anti-harassment policy in place to protect customer service employees. The innovation coincides with an unprecedented wave of criticism from fans protesting the decision to ditch physical discs entirely for the PS5.
While the rules are intended to curb genuine threats and harassment, the list of prohibited conduct also includes “repeated and prolonged requests” and requests not directly related to the company’s services.
This vague statement accurately describes the strategy of gamers, who have flocked to official communication channels en masse to complain about publishers’ digital policies. The threat of limiting access to technical support or resorting to legal action can further sour a company’s relationship with its audience, particularly in legal disputes over digital ownership.
