See more imagesSony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Silver
- Model:
- WH1000XM5/S
- SKU:
- 6505728
Highly rated by customers for:
See more imagesHighly rated by customers for:
DanielV Posted
I have had these headphones for a year and a half, and I loved them. They had great audio quality, battery life, solid software, and features. Now I come to the reason for my one-star rating, and this is the part you should be aware of before purchasing this product. I came home one day and went to put on my headphones, and realized that the left hinge had almost completely snapped off. The product was never dropped, damaged, or misused in any way, and yet the hinge broke. I checked if other users have had this issue and was surprised to find that this was a known issue with the XM5s. I contacted Sony support and spoke to both their customer service and customer relations teams. Still, they said Sony would not cover this issue because it is physical damage, and offered a "low-cost" repair for $100. This directly conflicts with Sony's policy, which should cover "defects in materials or workmanship under normal use". I am extremely disappointed in the resolution to this issue because the product itself is great, but for a known issue resulting from inadequate manufacturing, to receive neither a proper recall nor a replacement/repair initiative is unacceptable. I am now stuck between either paying an extra $100 and spending multiple weeks to get the product repaired, essentially making the headphones cost $450, or selling them at a significantly reduced rate and eating up the cost of buying new headphones after 2 years. This defect and the resolution by Sony have been so dissatisfactory that I will likely never purchase a Sony product again. TL;DR: Sony headphones' hinge broke under normal use due to a known manufacturing defect. Sony's customer service denied any under-warranty repair/replacement option, citing physical damage in contrast to their policy. Offered me a long wait, $100 repair option. If you choose to buy the XM line of headphones, be aware that there are known product issues that likely won't get resolved even under warranty, and you should probably look to Sennheiser and Bose for better product/company satisfaction.
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Posted
Hi DanielV,
Thank you for taking the time to share your detailed feedback and experience with the Sony WH-1000XM5 headphones. We truly appreciate your recognition of their sound quality, battery performance, and features.
We are very sorry to hear about the issue with the hinge and can certainly understand how frustrating this must be, especially after you've been enjoying the product for some time.
While our warranty covers defects in materials and workmanship under normal use, it does not cover physical or accidental damage. This is why we offered a low-cost repair option, as it is the most practical way to resolve the problem for you.
Please know that your feedback regarding the hinge and overall experience has been shared with our product and support teams for review. We're continuously working to enhance the quality and durability of our products and appreciate you taking the time to let us know about this situation.
Thank you again for sharing your experience with us and for considering Sony!
Regards,
Dominick
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RezDogDre Posted
Been using the Sony XM models since 2018 with the XM3's. Eventually to the XM4's and now the XM5's. I used my headphones roughly 8 hours a day pretty much every day and every pair held up just fine until the XM5's. This is my second pair of XM5's that have broken due to manufacture defect in the hinge. This hinge problem is a well known issue by Sony with hundreds of posts on various websites. Their own sony support forums has a post with over 12000 views for the hinge issue. For reference the rest of their posts only have a few hundred views, maybe breaking 1000 on one or two. The first pair of XM5's lasted 1 day after the warranty. The most recent pair only lasted 6 months. The only thing that has happened with these headphones is they go from my head to my desk to charge then back on my head the next day. Sony refuses to honor their 1 year warranty for manufacturer defects. Instead of fixing their mistake they will try to charge you $100 to fix their defect. If you look at any of the other broken headphone posts on bestbuy or wherever. ITS ALWAYS at the hinge. This is a clear defect and Sony like all large corporations try to play innocent. check the pictures in the post. got one of both pairs and then the most recent pairs break I really don't want to leave a one star review because these headphones sound AMAZING. and their battery life is fantastic and on top of that they charge quickly. 10-15 minutes and they are good to go usually. So if you are a minimum use headphone user these are probably okay if you got cash to spend, but i cannot recommend these. For $400 dollars a pop they should last more than a year.
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Posted
Hi RezDogDre,
We're glad that you like the sound quality and battery life of the headphones. It's unfortunate that you are not satisfied with its design. Sony's commitment to customer satisfaction is our top priority. Rest assured that your feedback will help us improve our products and services.
We would like to know more about what happened and review your file. We also want to make sure that everything is handled accordingly. Please email the below information to socialsupport@am.sony.com.
Name:
Username:
Model Number:
Issue:
Telephone Number:
Case Number:
Sincerely,
-Ralph
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Gabe Posted
o preface, I had the XM-3 & XM-4 and was ecstatic when I heard I heard the next generation was going to come out. I had great experience with the previous two headphones and the new design looked phenomenal. It just past my birthday and I decided to upgrade, so I purchased the XM-5 in the navy color way. The performance is incredible and I love how well the new noise cancellation works. Now I barely used them due to having no time with work and life. Recently I started to use them a little more, now that I have some free time and I found a big flaw. I just took them out my drawer and put them on my head like normal and the hinge that allows the headphones to go up and down broke. Mind you, I have no more than 10 hours on these headphones since I like to rotate with some other ones I have. I felt devastated since these headphones did feel a little bit more delicate than the previous generations. After some research I found this was quite common and a big issue with this model. I reached out to sony customer service and was told there was nothing they could do even with this being a common issue. For more context, I have had them for less then a year and fall under the warranty period. This tarnished the image I had of this model & company since I was such a big fan and couldn't recommend these headphones enough to all my peers. I have reach out to a few of my friends that recently purchase a pair and warned them of this issue. I wish Sony would revise this design and fix this flaw with any up and coming models. Unfortunately I will be switching over to a different brand, since I felt that Sony didn't care about its consumer. After having 3 generations of their headphones, they have finally started to degrade their products.
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Blue
Posted
Hi Gabe, We apologize for the inconvenience that you experienced with your Sony WH1000XM5. While we're glad you like the new design, overall performance, and top-notch noise canceling feature, we’re sorry to hear about the issue you had with the hinge of the WH1000XM5. This is usually not the case for our headphones nor the experience we want you to have. For further 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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SaltySailor Posted
I WILL NEVER buy anything SONY again! I will never buy anything from the Jacksonville NC Best Buy store. I purchased the WH-1000XM5 headphones on the 25th of Jan 2026 to replace the WH-1000XM4 headphones that the slider adjuster headband broke after a couple of years. The XM5's broke slider adjuster broke after 3 months. SONY's products are garbage, customer support at SONY and Best Buy are also a Joke. The good old days of a company standing behind their product for a year of parts & labor is nonexistent. Now you have to pay for all these extra warranties and be members of this and that to get what should be a given automatically. Sony is no longer reputable, and Best Buy I figure will go the way of Bed Bath and Beyond. I will continue to purchase from Amazon. Sony wants me to send these off to somewhere and pay them $100 to try and fix. Ok let's see, paid 300 for them and now they want to charge me to ship them and pay another $100. So, I now have invested $400 into a garbage cheap plastic product. NEVER AGAIN!
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Blue
Posted
Hello SaltySailor,
Thank you for considering Sony products.
We sincerely apologize for the frustration and inconvenience you have experienced with your WH-1000XM5 headphones and the service process. It is disheartening to hear that the headband broke so soon after purchase and that the repair options have added to your disappointment. We understand how important it is to have reliable products and support when issues arise.
While repairs and warranty services can sometimes involve costs beyond the initial purchase, we recognize that this can be frustrating and not what you expected. Your feedback highlights areas where we need to do better, and we will share your experience with the appropriate teams to help improve our customer support and product durability.
Best regards,
-Fred
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GoogleFiend Posted
I have owned this for a year now. While the sound quality and comfort are pristine, there are connectivity issues almost every time I use. It randomly disconnects, beeps, pauses my music, skips a track, does everything I don’t want it to do. Turning off gesture controls sometimes makes it better, but I did not shell out 400 bucks to compromise on basic comfort.
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Posted
Hi GoogleFiend,
We deeply apologize for the inconvenience you're experiencing with connectivity issues on your Sony WH-1000XM5 headphones. This isn't the experience we aim to provide, and we're committed to resolving this for you.
Here are some steps you can take:
Please try the troubleshooting steps outlined in this guide to address connectivity issues: https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534702.html?search=skip
Software Update: Make sure your headphones have the latest software by performing an update.https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000539071.html?search=software%20update%20
If the problem persists after trying these steps, we recommend reaching out to
our product support team via phone call at 239-245-6354 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US
Hours of Operation:
Monday - Friday 9:00 am - 9:00 pm ET
Saturday - Sunday 10:00 am - 8:00 pm ET
Thank you for your patience and efforts in troubleshooting the problem. We look forward to improving your experience!
Sincerely,
Maria
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RevMike Posted
Do not buy! The sound quality is good, the features smart, and the connectivity fairly solid. However, it all means nothing if the headband is prone to break at the hinge, at the cup. Then they are useless. I had the original hinge break, and then paid for a replacement. It just broke too. I did not sit on it, twist it, or abuse it. It just wore out, cracked, and then broke clean through. Now, useless. It is a known and notorious problem for this model, as is Sony's indifference. Google it. Skip this model, buy something else. You're welcome! Ratings based on holding one earcup to your head.
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Posted
Hello RevMike,
Thank you for considering Sony products.
We’re glad to hear you appreciated the sound quality, smart features, and connectivity of the WH-1000XM5 headphones. However, the issue you experienced with the headband hinge is certainly not reflective of the quality standards we aim to uphold. We sincerely apologize for the inconvenience this has caused. Please know that your comments will be forwarded to our dedicated Sony team for thorough review, as we remain committed to improving our products. We truly value your input and thank you for helping us enhance our customer experience.
Best regards,
-Fred
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Jayfoo84 Posted
I have never been so disapointed in a company than I am with Sony over these headphones. Sound quality is good. But they make them with cheap parts then charge you top tier pricing. I had the xm4 headphones, they broke. So I upgraded to the xm5 thinking its a new model so they fixed the issue. Nope, they have the same issue with these. When I called Sony and told them that my new headphones broke in less than 5 months. They told me it wasn't covered and gave me a link to spend another $100 to get them fixed. What terrible customer service and what kind of company sells a product they know is faulty and then doesn't even have the decency to replace them when they break due to a known issue. Disgusting
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Blue
Posted
Hi Jayfoo84,
Thank you for taking the time to share your feedback. We're truly sorry to hear about your experience with the WH-1000XM5 headphones and the disappointment it has caused.
Your feedback is incredible important to us. If you would like to discuss this further or need additional support, please don't hesitate to contact us directly https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
Thank you for considering Sony products and for letting us know about this issue.
Sincerely,
Stephanie
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JudithO Posted
I upgraded to this set from my WH1000XM3 which I had for 4 years. The 3 had great sound and noise canceling ability. I used them frequently and wore them out. I was happy to get this pair in January of 2023. by August the earpiece connection had broken. Its not considered a warranty item even though it is under warranty. Repair would cost nearly as much as a new pair. The redesign of the connectors (much thinner than the 3 and the 4) has built in accelerated obsolescence. If you plan to use these often you would be better with the better designed 4 version. This is a waste of money unless you only use them occasionally.
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Posted
Hi JudithO, we are sorry to hear that the earpiece connection broke. This is definitely not the news we'd like to hear from you. May we also 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:
Case Number:
Additional Information regarding your experience with the WH1000XM5
We are sorry for the inconvenience and hope to speak to you to resolve this matter.
Sincerely,
Erin
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Jayy Posted
Its absolutely ridiculous to spend this much on headphones just for the freaking case to be unusable and broken in such a short amount of time. Seriously you have to be mf kidding me right now. What a disappointing mf joke. There should be a zero star option.
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Blue
Michelle Posted
I've only had the headphones for 6 months and the plastic on the headband portion is peeling, the plastic/metal that connects the headphone to the heandband is broken rendering the left side useless and the speak to chat option will randomly turn on causing my music/sound to stop playing whenever it picks up me speaking or outside noise. Battery life is horrible, dies very quickly even after charging. Meanwhile I had my bose headphones for 2 years with no problems. I regret changing to sony, the only reason I did is because the cushion fell off of my bose (i didnt know they were replacable) and I didnt like the design for the new bose that came out. However due to this extremely poor experience with sony I will be going back to bose!
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Posted
Hi Michelle,
Thank you for your time writing this review. We're sorry to hear what happened on the headband portion and your dissatisfaction with the features, quality and design of the WH1000XM5 headphones. This is definitely not the experience we want you to have with our product. Allow us to help and do the best possible for you.
May we contact you to help and get more information? 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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Arthur Posted
I can't believe they sound so terrible that even EQ doesn't help. No base whatsoever, no matter what I do. Sony reduced the driver size from 40mm to a tiny 30mm, and it affects sound quality. Significant downgrade from XM3. I had to return them and buy XM4 instead. I can't believe two year old headphones sound much better than the new one and cost less. If they cost $150 I could tolerate that sound, but for $400 and after XM3 and XM4 they just dont leave up. Sony is going down the hill.
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Posted
Hi Arthur, we are sorry to hear that the headphones had to be returned. This is definitely not the experience we'd like you to have. We understand that everyone of us has different listening preferences, and we regret to hear that the sound quality of the XM5 did not fully meet your expectations despite using the EQ settings on the Headphones Connect app.
Your feedback is important to us as it helps us improve our products.
We are sorry for the inconvenience and we hope that you'll consider getting XM5 again in your future purchase.
Sincerely,
Erin
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DavidZ Posted
I went from Bose QC35 for four years to these yet after two road trips, I returned them and bought some Bose QC45s and are way happier. The #1 reason is the head band is so narrow the weight of the cans hurt my head enough to give me a headache. This was after 4+ hours so if you are walking on campus for 10 mins, this may not be an issue. I also like how the Bose has volume buttons. They are far faster to adjust than swiping over and over without accidentally skipping forward or back. I also like how the Bose have an R and L prominent in the cups so you can quickly see what goes where compared to a small R on the Sony. Also, the Bose fold and the case is both nicer and smaller. Plus, the Bose are less expensive. Granted, you can upload photos of your ears to supposedly analyze them for better sound but who does that? I believe the sound is just as good in the Bose as the Sony’s for 99.5% of those who can afford either pair.
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Posted
Hi DavidZ, we regret that the headphones had to be returned. We're also sorry if they hurt your ears after 4+ hours of use. This is definitely not the news we'd like to hear. It is unfortunate that we can no longer help you and turn this into a better experience. However, there are reasons why your ears may hurt when putting on or wearing headphones, please refer to the article below.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wh-1000xm5/articles/00015243
I hope you'll consider Sony in your future purchase.
Regards,
Erin
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Ellen Posted
After less than 60 days of use, these headphones failed at the joint above the earcup during normal use. I contacted Sony, who declared the issue was "cosmetic or accidental" despite them being unwearable. It was not covered under warranty, and Sony refused to provide a contact or means to escalate the issue. This is a known issue on their own community forums and other platforms.
Posted
Hi Ellen, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the headband of your Sony unit. This is definitely not the quality or durability we aim to deliver to our customers. We'd like to review your file to best assist you. Please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number: Case Number:
~Earl
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ScottM Posted
Was very excited to buy these Headphones. Got them the first day they came out. May 17, 2022. I figured these would be able to work with my Sony PS5 but no luck :/ Was concerned at the beginning that they felt a little light and flimsy. Now after only 1 and 5 months. One of the earphones has broken and is now hanging by the wire, Think I have an average sized head and it always felt a little tight even with the headphones fully extended. Called Customer Service and they wouldn't help in any way. Totally not work the money. They also said they haven't run into this before, which I totally doubt.
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Posted
Hi ScottM, we are truly sorry to hear about what happened with your headphones. Please be assured we take this very seriously and continuously strive to improve our products and services.
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:
Case Number:
Additional Information regarding your experience with the headphones
We are sorry for the inconvenience and hope to speak to you to resolve this matter.
Sincerely,
Erin
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Andybee Posted
Bought this sony trash and broke after 4 months , i should have listen to the customers reveiw who experienced same situation, i was blaming them for misuse or bad handling. I bought sony and bose head phone , i returned the bose and kept the sony. My experienced to sony , you can not wear hoodie over sony headphone , the hoodie interfer with every function going on by touching the sensitive button. The build up quality is poor . Attach a picture.
Posted
Hi Andybee, We are saddened to hear that your headphones broke after 4months. This is definitely not the experience we'd like you to have. As one of our valued customers, we'd like to help you troubleshoot your problem and turn this into a better experience. 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:
Additional Information regarding your experience with the WH1000XM5
We are sorry for the inconvenience and hope to speak to you to resolve this matter.
Sincerely,
Erin
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DanielleW Posted
I've owned these for less then a year and when i plugged them in to charge one night when i woke up the next day the charger was melted to the charging port and now i cant charge it anymore 0/10 do not buy
Posted
Hi DanielleW,
We are very sorry to hear about the issue you experienced with your WH-1000XM5 headphones. A melted charging port is a serious matter, and we want to help. Please stop using the headphones immediately. This issue is not a typical malfunction, and we take it very seriously.
For a resolution, please contact our product support team directly. They can guide you through the next steps. You can find our contact information on the official Sony Electronics support website: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
We look forward to resolving this matter soon. Thanks for considering Sony products.
Best regards,
Eliab
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ThelmaG Posted
Don’t bother buying the side hinge is plastic and will break off a couple months in, sad because I’m still paying them off. Best Buy will give you the runaround tell you to come in, only to give you Sony’s contact who then says they can’t do anything about it and to call United Radio who will flat out be rude expecting your call is because Sony gave you the run around and say there’s nothing they can do about it even with their 1 yr warranty.
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Blue
Posted
Hi ThelmaG,
This is not the experience that we want you to have. This isn't normally the case with the WH1000XM5. Your feedback is extremely important to us and is very much appreciated. We would like to know more about what happened and review your file so we can better understand your situation. Please email us at socialsupport@am.sony.com with the following details:
Name:
Username:
Model Number:
Issue:
Telephone Number:
Case Number:
Sincerely,
-Ralph
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RobertG Posted
Best Buy order #BBY01-8070576244640 5/8/25 WH1000XM5 BLACK Headphones Ear piece feel off 6/15/25. ZERO Warranty Coverage
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Black
Carpediem Posted
When you buy something this expensive it should last at least a year, if not more. It lasted less than 7 months. A plastic piece near the headset broke randomly. I won't waste my money on another headset from this company.
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Blue
Posted
Hi Carpediem, thank you for taking the time to share your feedback with us.
We sincerely apologize for the inconvenience you've experienced with your WH-1000XM5 headphones.
We want to assure you that your experience is important to us and we take your concerns seriously. Please reach out to our technical support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones and they will be more than happy to assist you with this matter.
Thank you for being a valued Sony customer and we hope to restore your faith in our products.
Best regards,
Estefany
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HUCk Posted
Lasted all of 6 months. The left side swivel joint cracked and Sony won't cover "Physical, Cosmetic, or Water" damage even though the damage is from a design defect.
This review is from Sony - WH-1000XM5 Wireless Noise Cancelling Over-the-Ear Headphones - Blue
Posted
Hi HUCk, We sincerely apologize for the inconvenience you've experienced with the hinge breaking after just six months of use. This is definitely not the quality or durability we aim to deliver to our customers. If your WH-1000XM5 headphones are still under warranty, please reach out to our Sony Support team through this link for further assistance: https://us.esupport.sony.com/support/s/service?language=en_US.
Regards,
Sam
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