Square Enix, a company once nearly-universally celebrated for their iconic franchises like Final Fantasy and Dragon Quest, have now taken a controversial stance against gamers daring to criticize their direction. While the failing gaming giant claims to 'value feedback', their recently published "Group Customer Harassment Policy" raises some serious concerns about whether they're actually, in reality, using legal threats as a weapon to silence dissent and discourage criticism.
A Chilling Effect on Gamers?
Square Enix’s policy states that they:
"...Believe the feedback, comments and requests received from our customers are essential to the advancement of our group's products and services."
However, the company simultaneously outlines actions they deem as "customer harassment" ranging from legitimate misconduct like violence or stalking to way more concerning and very subjective offenses like "denial of personality" and "excessive pursuit or reprimand." The inclusion of these vague terms leaves a lot of room for interpretation—and, the real concern: Misuse.
The policy states that they will "cease providing support services" and then escalates further by stating that Square Enix reserves the right to even pursue "legal action or criminal proceedings" for behavior they consider unacceptable. While legal protections for employees are undoubtedly important, this kind of overarching and sweeping declaration feels far more like a direct shot at gamers who dare try and criticize the company's decisions. Especially as of late...
A Target on Gamers’ Voices
Square Enix’s move to try and codify 'measures' is part of a larger trend among companies embracing Diversity, Equity, and Inclusion (DEI) policies, prioritizing protecting corporate reputations over actual genuine engagement with their own customers.
These policies create an environment where literally any form of dissent—whether constructive or not—can (and typically will) be labeled as harassment, stifling an open forum discussion about the quality of games and the direction of the industry. In the end, it's all about power and control of the narrative.
The irony is pretty thick here. Square Enix has publicly stated that customer feedback is "essential," yet now with their new 'policy' - it directly undermines their original claim. By lumping legit concerns and criticisms into the same exact category as actual harassment, they alienate the very audience that's supported their success for decades up to this point.
The Broader Implications
This move isn’t just about protecting employees from genuinely harmful behavior; it’s about the potential misuse of legal threats to create a chilling effect on gamers approach to the hobby. Square Enix’s policy here suggests that even requesting an apology or making an "unreasonable demand" could be grounds for punitive legal action. But who determines what is "unreasonable"? The company itself, of course—making this a dangerously subjective standard.
This policy by Square Enix represents a deeply concerning shift in how some corporations have been choosing to interact with their audience these days, echoing the troubling precedent Alyssa Mercante is attempting with her lawsuit against me. The parallels are obvious: both cases involve weaponizing legal threats to stifle dissent and criticism within the gaming industry. By categorizing passionate feedback as harassment and threatening lawsuits against gamers deemed "too offensive," Square Enix is now by default, attacking their core audience and creating an environment of fear, rather than trying to be fostering any sort of constructive feedback. If this approach gains traction, it could fundamentally alter the relationship between gamers and developers, silencing criticism and paving the way for unchecked corporate overreach.
This isn't to excuse the outliers. There are certainly obvious situations where legitimate harassment and attacks from a fringe minority of people certainly exists, and you'll see that in all walks of life. The law is there for a reason, and Square shouldn't need a 'policy' to address these crazies. I'm seen this pattern all too often before, and the only reason a company would create such a policy in the first place would be to create more control and power for themselves.
The gaming community thrives on passionate discussion, feedback, and even heated debate. These interactions are the lifeblood of innovation and engagement. If Square Enix begins to wield policies like this to try and silence critics, it sets a dangerous precedent. Are we now supposed to tread carefully, fearing that their negative reviews, critical tweets, or requests for accountability might lead to legal action? It's not a great look, no matter how you slice it.
Striking a Balance
Sure, some individuals do take things too far. Harassment, threats, and abusive behavior are unacceptable and should be addressed through proper legal channels. However, here - in this case - Square Enix’s approach feels far less like a balanced response and more like an overreach designed to intimidate customers into silence. Instead of fostering trust and open dialogue, this policy completely erodes it.
Square Enix’s history was built on the passion and loyalty of its fans. By doubling down on DEI policies and introducing legal threats against gamers, the company appears to be prioritizing their failing corporate image over meaningful connections with their audience. Whether intentional or not, their policy here sends a clear message: criticism is no longer welcome, and dissent comes at an extreme risk.
I encourage everyone to always question whether this is the future we want for the industry. Can we hold companies accountable without fear of retribution? Or are we witnessing the beginning of a new era where corporations are able to dictate the boundaries of acceptable feedback, leaving us with little room to voice their concerns...?
The gaming industry—and its community—deserves better than this crap. Square Enix should reconsider their heavy-handed approach and strive for a more transparent and collaborative relationship with everyone. Otherwise, the legacy of their iconic games may soon be overshadowed by a reputation for silencing the voices that helped build them in the first place.
~Smash
