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.
Call center work sucks, but dealing with people who are upset is in the job description.
If the organization is fucking up, of course you should give them grief in whatever manner available to you. Temper your anger at the lowliest of pawns, sure, but not so much that you don’t leave an impression.