See more imagesSony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
- Model:
- WH1000XM4/B
- SKU:
- 12558199
would recommend to a friend
See more imagesPaulAusTX Posted
Make no mistake, these should have been the best of headphones. A long battery life and fast recharging, the noise cancelling is exceptional as is the sound quality. My issues begin with simply taking them off my head after a meeting and hearing two parts hit the ground. The plastic and u clip holding the right ear cup was now on the floor and the earpiece was dangling via the wire, floppy and dead like the brick they had become. I contacted support and was told that they won’t replace them because of "physical damage" These headphones have never been dropped, miss treated in any way, they are treated with the respect that spending 350 bucks should have earned them. I won’t be buying anymore Sony headphones and I certainly regret recommending them to colleagues.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
Posted
Hi PaulAusTX, we're sorry to hear what happened to your headphones. This is not the case with our XM4 units. Physical damage is not covered by the SONY limited warranty. We would like to review your file. Please send us an email at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number: Case Number:
~Earl
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Lamps Posted
First off, the sound quality is phenomenal. Add to that the highly customizable settings in the app (EQ etc) and these make for an amazing pair of headphones. I won't comment much on ANC since I was not able to fully test them objectively, but subjectively they were just as good as others I have tried (B&W PX7, Bose NC 700, Sony XB900N). However, the reason I give this 1 star is for fit. They have used the same outer shell as older models (which is fine) but the placement of the magnet in the middle makes these unbearable after 40-45 mins. The magnet protrudes out in the middle which is just enough to push against my ear. I can't imagine how people with larger/protruding ears use them. There must be a reason for that placement, but the XB900N work just fine with a different design. Please consider this in your future design Sony - I have used the XB950BT, XB900N and love the sound quality but need the design to be more robust to include users outside the average individual.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
Posted
Hi Lamps,
We're glad that you like the sound quality and app functions of the headphones. We regret to hear that you are not having the best experience with its fit. Make sure to adjust the headband of the headphones for optimum fit and comfort. The headset must also be worn properly. Put the headset on your head with the (left) mark on your left ear and the (right) mark on your right ear. There is a tactile dot on the (left) mark side. Sony takes all feedback seriously. Rest assured that this will help us improve the quality and performance of our products.
Regards,
-Ralph
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BardicDiceRoller Posted
10 months to save for a headset that lasts me barely 12. Headset goes on head, off head, on desk holder if I'm home, in case if I'm traveling. Repeat this for about a year and this is exactly the extent to which my headset was "abused". Sony apparently doesn't cover physical damage in its warranty (I don't mean "accidental damage"). Given that the plastic rotator in one headset just gave up one day, which caused the headset in that side to detach, since I guess it wasn't as snug anymore. I headed down over to Sony Support. I never threw dropped or dropkicked the thing so I figured I could AMA for a defect because it doesn't make sense that an expensive headset would just combust with normal handling after only 12 months. Nope. Good luck. US warranty law is so lax that they do the bare minimum, and as a result, I guess it makes sense to make products that have a chance to last barely more than or about. A 350$ (400$ after tax) headset. And it doesn't even come with basic physical support. Especially on the area of the headset that probably receives the most stretch and pull given the small size and thinness of that internal part. This is probably one of the most common breaking points for any type of headset. For a year? I'd expect this quality out of a 30$-50$ headset. LucidSound offered to repair my headset ($200) that I purchased way after the basic warranty, when I owned one of their headsets. So long as it wasn't accident damage and was just a product issue, I sent a couple of photos to verify it wasn't anything accidental, got on the phone, and had my problems solved in hours-- if even. A 400 dollar headset should last more than a year (YEARS). And for those who are outliers and don't because manufacturing means there's always some % of defective products that aren't up to standard-- they should be covered because that's not the norm and not on the user.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
Posted
Hello BardicDiceRoller,
Thank for choosing Sony.
We truly apologize for the inconvenience caused by the broken hinge on your WH1000XM4 headphones. Unfortunately, our warranty primarily covers manufacturing defects and does not extend to physical damage, such as breaks or accidental incidents. However, we have partnered with our parts supplier, Encompass, to provide an affordable repair option for the WH-1000XM4 model. You can contact them using the following information:
Phone: 1-866-835-1146
Email: service@encompass.com
Hours of Operation: Monday - Friday: 8:00 AM - 6:00 PM EST
We appreciate your feedback and will share it with our SONY team. Your insights are important for our improvement. Thank you!
Best regards,
-Fred
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Josh Posted
PLEASE BEWARE (I've had two of these): These headphones CAN stop working randomly. I've had two pairs of these and BOTH have stopped working after a year. BOTH pairs will not turn on, BOTH pairs will not charge, and BOTH pairs only work when the headphone jack is plugged into a computer (no ANC and the buttons do not work). This isn't just a problem I've experienced, you can find PAGES of people just like me on Reddit and other sites who love these headphones but have been let down. I've tried hard resetting and every "fix" imaginable. The best part is that Sony knows about the issue and DOES NOT CARE. If you buy these, you'll love them when they work and be very upset when the times comes for them to glitch out. A VERY EXPENSIVE paper weight. Also, I baby these headphones. They are always in their case and both pairs do not even have a scratch on them—they look brand new.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
Posted
Hi Josh,
Thank you for the review and we're sorry to hear what happened with your Sony headphones. We understand your concern. Please send us an email at socialsupport@am.sony.com with the following details and let us see how we can improve your experience.
Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:
We are sorry for the inconvenience and hope to speak to you to resolve this matter.
Regards,
David
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Aspen Posted
I was in love with these headphones until the hinge on my right headphone broke while i was literally just standing and putting them over my ears. It rendered the right side pretty much useless. They come with a warranty, I called as this is definitely a faulty design/piece and they classified it as “cosmetic/physical damage” so i’m stuck with repair costs after spending almost $400 on these. save yourself the money/stress and go with Bose pair since Sony is refusing responsibility. there are threads of countless people who have had this issue so it’s a manufacturing problem.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Silver
Posted
Hi Aspen, We regret to hear that the headphone hinge broke. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn your experience around.
May we contact you to help and get more information? If so, please email the below information to socialsupport@am.sony.com.
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Full Name:
BBY Username:
Telephone Number:
Model Number:
Additional Information regarding your experience with the WH-1000XM4
We are sorry for the inconvenience and hope to speak to you to resolve this matter.
Sincerely,
Erin
Thank you,
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AndreaW Posted
Trash product headphones at the twist point broke within a year due to poor quality and company wants 100 to fix
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
DanV Posted
After having this product for less than a year, the hinge on one of the ear cuffs broke as I was folding it as it was designed to fold. I contacted Sony customer support regarding a warranty, and they don't cover poor craftsmanship on their part for their products falling apart. These were good headphones, but as a word of caution, spend your money on sturdier products, and also with companies that will cover design flaw issues as part of their warranty.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
Posted
Hi DanV,
We're sorry to hear about what happened to the WH-1000XM4 Wireless Noise-Canceling Headphones. We apologize for the inconvenience. If the headphones are physically damaged, consult a Sony Service Center. Go to Product Repair: https://us.esupport.sony.com/support/s/service?language=en_US.
In any case that you need our assistance, please email the below information to socialsupport@am.sony.com or chat with us from Sony’s e-support webpage. Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Full Name:
Best Buy Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the WH1000XM4:
We are sorry for the inconvenience and hope to speak to you to resolve this matter. We appreciate you and thanks again for shopping Sony!
Sincerely,
Jay
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Ripoff Posted
I don't like this headset. Had problems charging, and then the charging port melted. Do not recommend for a $200.00, plus, headset. A waist of money, beyond disappointed
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Silver
Posted
Hi Ripoff,
We're sorry to hear the charging issue of your headphones.Thank you for your input and concern. Sony takes all such reports seriously and will investigate appropriately. In order for Sony to investigate your product concern appropriately, we will need to evaluate your product. Please email us at safetysupport@am.sony.com. Once we have your contact information we can arrange your product to be evaluated
Hope to hear from you,
David
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AndrewO Posted
I bought Sony headphones 2 years ago. I know my geek squad protection just ended for my Sony headphones but you must know about this dangerous product. I had them charging and they started smoking and melted. I have pictures.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Midnight Blue
Posted
Hi AndrewO, Thank you for your input and concern. Sony takes all such reports seriously and will investigate appropriately.
In order for Sony to investigate your product concern appropriately, we will need to evaluate your product. Please email us at safetysupport@am.sony.com. Once we have your contact information we can arrange your product to be evaluated.
Regards,
Erin
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Jackson Posted
Stopped working after a few months not worth it. Perfect when first purchased until sound started whirring and wheezing and unlucky me didn’t put insurance so now to see if the manufacturer warranty can be of help.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Silver
Juls Posted
The lifespan of the product is not good. The noise cancelling mechanism on the right side gave out not long after purchase. It started making weird beeping noises from one side due to this issue.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
Posted
Hi Juls, We are sorry to hear about the issue you are having. To isolate and resolve this issue, please make sure that the firmware version of the headphones is up to date. Using the Sony | Headphones Connect app, update the headphones to the latest version, Then initialize the headphones. You can see how to reset or initialize the headphones by following the steps on the link below:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html
If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Sam
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Unfortunatelybad Posted
Broke in one week customer support wouldn’t help unfortunately
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Silver
Posted
Hi Unfortunatelybad,
This is not the experience that we want you to have. We would like to know more about what happened and help you out. Please email the below information to socialsupport@am.sony.com. Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Full Name:
Best Buy Username:
Telephone Number:
Sony Headphones Model Number:
Case Number:
Additional Information regarding your experience with the WH1000XM4.
We are sorry for the inconvenience and hope to speak to you to resolve this matter. We appreciate you and thanks again for shopping Sony!
Sincerely,
-Ralph
Sony Social Support
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DecentShow Posted
When I initially purchased these headphones around a year ago I thought they were fantastic. The noise cancelling was fantastic, and perfect for repetitive droning noises, likes fans or ac. The sound quality was also great. Whether you are using the ldap protocol on an android phone, or simple aac on an iphone. I found these headphones to be one of the best sounding ones I have had the pleasure of experiencing. It's also light weight, rest easily on your head, and feels premium. But there's a reason I'm giving a one star review to them after a 18 months of ownership. These headphones developed an issue with the noise cancelling feature. The issue being that it would RANDOMLY AND LOUDLY SCREECH FOR A SOLID 30 SECONDS AT MAX VOLUME. There is no way to predict when this happens. You'll just be sitting there, minding your own business, perhaps listening to some Jazz or Lo-fi hip hop when suddenly a piercing screech at max volume comes out of both ears of your headphones. The only solution I have found was to just disable to the noise cancelling, but that's half the reason you are spending three hundred dollars on a pair of headphones. This is an unacceptable quality failure, and apparently the headphones are already out of Sony's warranty. So according to them, I got my values worth. Needless to say, I won't be purchasing any Sony headphones in the future, and advice anyone reading this to seriously consider this review. I personally, I bought a pair of SennHeiser momentum 3's to replace these, but there are a lot of other competing anc headphones to choose from. Headphones like the Bose 700's, Bose QuietComfort 35, or Bowers & Wilkins px7. Those are just a few I think I would have been more happy purchasing than these headphones.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Midnight Blue
Posted
Hi DecentShow,
We regret to hear that you're hearing unwanted noise on your headphones. Please allow us to help you and turn this into a better experience. Make sure to update the firmware of the headphones by performing a software update (via the Sony Headphones Connect app) for optimum performance. Doing so may resolve the issue.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/downloads
You may hear noise (such as a creak, click, or static) through the WH-1000XM4 wireless headphones when traveling through tunnels, or other environments which air pressure changes easily, even if the noise canceling function is on. When the Noise Canceling function is set to ON, you may also hear a White noise (a small electrical noise with continuous static sound). If this occurs, temporarily turn off the Noise Canceling function. Also, please remove any obstacles between the antenna of the connecting Bluetooth device and the built-in antenna of the headset and keep the headset away from a microwave oven, wireless LAN device, etc.
We recommend performing the steps provided on the links below to refresh the content of your headphones.
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752743.html
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752746.html
If you hear buzzing, popping, crackling, or vibration noises from your Bluetooth headphones that sound different than the more common static or distortion sounds caused by environmental interference issues, please reach out to us for further assistance. You can email us at socialsupport@am.sony.com with the following details:
Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:
Sincerely,
Jess
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fiddle22 Posted
I purchased these less than 6 months ago for sole use as my office headphones. I only used them while working and made sure to keep them protected in their case while not in use. A few weeks ago, plastic at the right the ear cuff joint began snapping off and the piece has continued to disintegrate. It is now unwearable and functionally useless. I immediately contacted Sony and although the product is within warranty, they refuse to cover "physical damage". There was never an incident that would have caused this damage, so I'm very disappointed in these headphones and am now researching alternatives! I now know that there are many Reddit threads about this exact damage occurring. This was a terrible first experience with Sony customer service and I will be avoiding their products moving forward.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Midnight Blue
Posted
Hi fiddle22, We are sorry to hear about what happened to your WH-1000XM4 Headphones. This is usually not the case with our premium products and we would like to take this as an opportunity to reach out and provide assistance. May we contact you to help? If so, please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:
Case ID: (if any)
Regards,
Carl
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Drew Posted
My first impressions of the headphones were positive, based on also owning the earlier competitors, the included accessories were on par with what others offer. The sound quality and noise-canceling is excellent while the battery life outperformed my expectations. The only improvement would be to have more seamless switching when connected to two devices. The performance of the headphones made these my go-to headphones for work and leisure for the last year and a half. Until recently where the right ear cup swivel joint broke and the retaining clip sprung loose. This is a common problem search to find numerous threads. Contacted support only to be told physical or cosmetic damage is not covered by the warranty. The part that failed is under the headband with less than 1mm of access. Very unusual for many people to see common damage in difficult-to-reach areas all on the same ear cup. The manufacturer does not stand behind their product while the competitor headphones I own are 4 years old and still perform great with no issues.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
Posted
Hi Drew,
Thank you for bringing this to our attention. While we are glad you like the sound quality, noise canceling features and overall performance of the WH1000XM4, we're sorry to hear that it broke down after a year and a half of use. May we know the case number so we can review your file in the system and do the best possible for you?
May we contact you to help? If so, please email the below information to socialsupport@am.sony.com:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:
We are sorry for the inconvenience and hope to speak to you to resolve this matter. - Kris
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Warranty Posted
Bought these in Sep2020. They no longer charge. Contacted Sony, the warranty is only good for a year. You must buy the extended warranty to get service. Was provided a number to call for repair. Labor is $74 plus $17 shipping both ways, doesn't include parts. There seems to be an issue with the charging port/system failing. This unit costs too much for it to only last a little over a year before repair is required. I have other unit that have only cost $40-$60 that are still working without issue. Come on Sony! Otherwise, the range is great, battery life, sound quality, noise cancelling and multi device use are exceptional. Disappointed that warranty is so limited and product has failed after a little over a year of use. To be fair, I can still use 3.5mm port to listen but the point was to have a wireless unit.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Silver
Posted
Hi Warranty, While we are glad to hear that you are happy with the sound quality, noise canceling and multi point feature of the WH1000XM4, we are sorry to hear that you are experiencing issues with your unit and was advised to have them serviced. We would like to take this opportunity to assist you and review your file further.
May we contact you to help? If so, please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:
Regards,
Carl
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Kyle Posted
Youd think a 300 dollar headset would work good with pc it doesnt. All of the audio sounds like trash when you use it on the desktop. Its only redemption is the quality of audio difference is so drastically good when using on cell phones only. The app is crazy hard to use as well. The headset has a hidden touch sense button on the right side of the headset that is easily touched to activate its function which puts the headset into call mode... the only way to disable the hidden touch button is to use the app and program it to be disabled. The wireless range isnt that good either you can about 15 feet before the signal starts cutting out on Bluetooth which is a shorter distance then a ps4 controller which has an average range of 25 feet. Also made by sony. The battery life is solid tho so if you want a long lasting headset this is the one. You can go like 16 to 20 hours on a single charge sometimes longer depending on use. I am severely disappointed in this purchase since i only wanted a new headset to use for my desktop.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
JonathonJames Posted
BUTTONS PEOPLE. For the love of God, why is normal basic human functionality such an unreasonable request? There I was, just washing some dishes wearing headphones while on an important call, and somebody needed to get my attention and talk to me for a minute. Naturally, I go to just simply move one earpiece off of my ear to easily listen to what they needed to say real quick. No need to touch any controls at all, right? Not with wet fingers. Now the call I was on needs to hang up immediately and without warning because that's how touch screens work. I shudder to think how these headphones will suffer in slight damp rain! I usually buy the Bose Quiet Comforts, but I had to return the pair I JUST bought because of a million and a half issues, but Lord Almighty I miss those buttons. Buttons never push themselves. Just TRY to rapidly lower or raise the volume while listening to music on these Sony's. It skipped like three songs in a row just trying to do what the Bose would do SO EASILY. Honestly, like leave the touch screen for all the people who just die over every ridiculous and unnecessary innovation. Fine, but give me some dang buttons that I could use instead! Like, it's already got two buttons, an On and Off button, why not a VERY simple volume button? Better yet, why not let me turn off the idiotic touch screen on the app and just use my buttons? I will suffer through reduced capabilities with a smile on my face knowing that BASIC functions will work without worry. They are comfortable and provide good isolation, and unlike the Bose pair the microphone actually works. Time will tell how they hold up, but I fear the rain, and I fear touching the controls AT ALL knowing that it might interpret my touch as literally anything if I don't do it exactly perfectly precisely right. I did a ton of research and it seems that all the decent headphones today that have the features I need (Excellent isolation as I work with loud, rumbling equipment all day, Bluetooth, battery life, water resistance for rainy weather (yeah right, I know), and a microphone that, you know, works) all have those stupid touch screens. The exception being the Bose QC45's, but I tried em and they had so many connectivity issues, garbage mic issues, and couldn't handle the noise from a window being rolled down in a car without painful bursts of sound in my ear, so I guess I'm stuck with this crap. If there was literally ANYTHING else I would buy it.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
Posted
Hi JonathonJames, While we're glad you like the comfortable fit and excellent noise cancellation, we regret to hear and we apologize for any inconvenience that you experienced with touch sensor panels of your Sony WH-1000XM4. This is definitely not the news we want to hear. Please allow us to help you and turn this into a better experience. For any touch control sensor-related issues, I'd recommend following the troubleshooting steps and guidelines on the link below:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002758108.html
At Sony, we are always looking to improve our product quality and features. We have noted your input about the lack of physical control buttons and will be sure to forward this feedback to the appropriate department.
Should you need any assistance, please email us at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
Regards,
Sam
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clep Posted
I bought the 1000XM4 at Best Buy on June 30, 2022. I didn't feel that the insurance by Best Buy was necessary for this expensive headphones. They worked great until... Last week, fewer than 4 months later, the right earpiece fell off through no fault of my own. I just picked up the headphones, and FLOP. Sony's limited "warranty" doesn't cover the repair. BTW it appears to me that the XM5 uses an entirely different earpiece attachment design; perhaps I'm not the only person who experienced what I think is a flaw in the XM4 design.
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Midnight Blue
Posted
Hi clep, While we are glad to hear that you are satisfied with the overall performance of your headphones, we are sorry to hear that you are experiencing issues with your WH-1000XM4. We'd love to help out and make this a better experience for you.
May we contact you to help? If so, please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
Full Name:
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Carl
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grumpyoldfart Posted
touch controls were useless, it didnt respond to the gestures 95% of the time. The audio upscaling is nice but overall volume was way too low even after extensive EQ adjustments. No way these are worth $300! My pair of $80 700Ns are better so I sent these back the same day they arrived
This review is from Sony - WH-1000XM4 Wireless Noise-Cancelling Over-the-Ear Headphones - Black
Posted
Hi grumpyoldfart,
We regret to hear that you're not having the best experience with the touch controls and volume of the headphones. Make sure to install the latest software version of the headphones (via the Sony Headphones Connect app) for optimum performance.
The steps on these links may help you have a better experience with the headphones:
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002758108.html
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm4/articles/00204192
https://helpguide.sony.net/mdr/wh1000xm4/v1/en/contents/TP0002752812.html
In case you need further assistance, please email the below information to [email protected]. Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.
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We are sorry for the inconvenience and hope to speak to you to resolve this matter. We appreciate you and thanks again for shopping Sony!
Sincerely,
~Ralph
Sony Social Support
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