A:Answer Hi Gio, we're really sorry to hear that your WF-1000XM5 earbuds aren't charging properly. It sounds frustrating, especially since you haven't used them very much since getting them.
We're here to help and would be happy to provide some troubleshooting steps to get this resolved.
1) Sometimes dirt or dust can build up on the charging contacts of both the earbuds and inside the case. Gently wipe the metal charging points on the earbuds and the pins inside the case with a clean, dry cotton swab or a soft, dry cloth.
2) Ensure you are using the original USB Type-C cable that came with the earbuds and if you are using an adapter, try a different one to rule out any issues with the power source.
3) Try a reset and factory reset. Find detailed instructions for each procedure on the following links.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html
After trying these steps, see if they start charging normally.
If none of those fix the issue, it may need a professional look. Since your earbuds are outside of the original warranty period, the best next step would be to contact our service partner, Encompass, for repair service options.
You can find all their contact and service information here:
https://sony.encompass.com/parts-accessories/Sony-Repair-Services
Alternatively, you could also check your local Yellow Pages business directory for any other qualified local electronics servicers near you who might be able to help.
Thanks for considering Sony and for letting us know about this issue.
Sincerely,
Estefany
