Square Enix adopts new Customer Harassment Policy

Square Enix has implemented a new “Group Customer Harassment Policy” aimed at safeguarding executives, employees, and partners from unwarranted requests and harassment from customers.

It’s no secret that the gaming community can be passionate, and “undue requests” can sometimes lead to viral trends (like the clamor for new Super Smash Bros. character announcements).

Recent actions by fans have prompted Square Enix to take a stand, especially in light of the release of the latest expansion for Final Fantasy XIV, titled Dawntrail. The expansion marks a significant shift in the game’s narrative, focusing on the adventures of playing kingmaker on the western continent of Tural.

One particular point of contention has been the introduction of a new character, Wuk Lamat, a female Hrothgar who plays a key role in the storyline. However, criticism of Wuk Lamat’s character, voice acting, and even transphobic comments towards the voice actor have soured discussions about the game’s narrative quality.

Square Enix’s new policy addresses various forms of customer harassment and undue demands, outlining behaviors that are considered unacceptable and may result in withheld services or legal action.

Actions that Square Enix deems as customer harassment or exceeding socially acceptable behavior include, but are not limited to, the following examples:

Harassment:

Acts of violence or threats
Verbal abuse, intimidation, coercion
Defamation, personal attacks, stalking
Invasion of privacy, discriminatory behavior
Sexual harassment

Undue demand:

Unreasonable requests for product exchanges or compensation
Excessive demands for apologies or punishments
Unreasonable expectations for products or services

The policy emphasizes that Square Enix will take action against offending customers to maintain a safe and respectful environment for all involved.