I worked at a call center for xbox. Yelling definitely worked because we had a protocol to escalate angry customers to tier 2 and they usually get some freebies like a few months of xbox live, some games or a gift card. There was a thin line between yelling/bring angry and being rude. We had the option to disconnect the call of there were personal insults

If that’s the only way to voice one’s opinion and be heard.

Any way, I didn’t see a lot of “screaming” in the policy. It says if you bother us too much, we’ll stop listening.

Which is the actual concern. No one here is saying you should be screaming at people.

I was trying to help someone I cared about get insurance denial information regarding cancer treatment. The insurance company (United lmao) personnel were the worst most inhumane human beings I've ever had the displeasure of speaking to. I'm nice and keep my voice calm. I used all the right words and requested things that were well within the rights of the person I was helping and the responsibilities of the people I was talking to. The number of times they just hung up, stated they had no record at all of any of my calls, told me what I was asking for didn't exist, etc etc. I wrote letters, I sent emails, nothing. Eventually there was no need for treatment, exactly as the insurance company planed for. If every single person there woke up to the worst day of their lives for the rest of their lives it would not be enough to make up for what they did, and what they likely continue to do for a job. They are likely involved in more deaths than modern soldiers are.

All of that said, people really need to get a grip on threatening customer service reps. It's not like Sony changed their policy retroactively or something. The whole industry has been operating this way for a while, often even the no disc thing. I would love to see all these people threatening others channel that energy into a boycott or something. I used to play the sims a lot. I already have the game but haven't launched it since news of the EA buyout broke and I let them know why. People will scream at the reps and then never actually change their behavior. I know the people screaming are not a monolith, but either enough people care or enough people don't. You being more threatening does nothing, especially if there's no follow through.

I don't buy their games or consoles, personally. But I also don't call Sony to complain, so I'm very much an outsider's perspective on this.

It likely doesn't even harm Sony. Most companies outsource their customer service to 3rd party call centers.

That falls under being ignored. Most people will only realise it's a big deal if enough noise is made about it. Sony would maybe lose 10% sales from people quietly quitting, but still profit from the decision long-term. Right now the news article was only written, and we're only talking talking about it, because enough people made a fuss. That's how protests work; they're not convenient or polite.