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.
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.