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.
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