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Sony Implements New Customer Harassment Policy Following Backlash Toward Its Plans to Stop Making Physical Game Discs (www.ign.com)
submitted 5 days ago by to c/technology@lemmy.world
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Sony went on to say that it takes a “firm stance” against such behavior, which includes examples like “persistent and repeated, or prolonged, demands, excessive or unreasonable demands for compensation or apologies, and abusive language, threats, slander, and other similar behaviors.”

Other examples included “forcing someone to prostrate themselves” and “visiting our offices or related facilities without permission.” If any such behavior is confirmed, Sony says it may “restrict or suspend customer service” to protect its employees — and, if necessary, contact “police, lawyers, etc.” to take legal action or begin criminal proceedings against them.

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[–] 15 points 5 days ago (3 children)

Screaming at a minimum wage call center employee doesn't actually do anything but make their day worse.

When you shoot the soldier who's marching through your home you're depleting the enemy army of people.

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  • [–] 5 points 5 days ago

    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

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  • [–] 4 points 5 days ago (2 children)

    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.

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  • [–] 2 points 5 days ago (1 child)

    Lol, call centers aren't a way to voice your opinion to the company. You're voicing your opinion just as effectively here.

    The only language companies really speak is money. So stop giving it to them.

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  • [–] 2 points 5 days ago

    Right. Not heard. That’s why Sony put out this policy, because they can’t hear the complaints.

    I’d say the complaints are working as intended.

    Btw, I don’t have any sony products, so I can’t “stop” giving them money. But the idea that “stopping” further purchases is adequate remuneration for property theft is laughable.

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  • [–] 1 point 5 days ago (1 child)

    But you're not heard when you abuse call center employees that very likely work at a 3rd party call center.

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  • [–] 1 point 5 days ago (1 child)

    Well I’m not calling them. But obviously people are being heard. Hence this policy, article, and post.

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  • [–] 1 point 5 days ago (1 child)

    If the response is "go away" you're not being heard.

    What's being heard is the money they're losing by their campaign's high turnover rate, and complaints tying up agents.

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  • [–] 2 points 5 days ago

    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.

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