Customer Ratings & Reviews

Hi Joshua, Thank you so much for the 5-star rating! We are glad to hear that you are happy with the sound quality of your new headphones! Thank you for choosing Sony! -Carl

Hi Spencer,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality of the headphones. Your feedback about its fit is greatly appreciated. For optimum fit and comfort, make sure that you are wearing both earbuds properly. Change the earbud tips to ones that fit more snugly in your ears. When changing the earbud tips, try the earbud tip sizes in order from the larger ones to the smaller ones. The most suitable size of the earbud tips for left and right ears may be different. The “Sony | Headphones Connect” app will help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc.

For more information, please refer to this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

Hope this helps. In case you need further assistance, please email the below information to socialsupport@am.sony.com.

Name:
Username:
Model Number:
Issue:
Telephone Number:

Or contact our product support team via phone call or chat through this link:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Ralph

Hi MichaelG, We're glad that you like the sound and app. We're also sorry if you find them uncomfortable. This is definitely not the experience we'd like you to have. Sony takes into consideration all feedback to improve the performance and quality of our products and services. We're always looking to make Sony better. For comfortable listening experience, please select the ear tips that best fit and wear them properly. Reference: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

Should you need further assistance, please email us at socialsupport@am.sony.com.

Regards,
Erin

Hi Fjd93, Thanks for the feedback. While we're happy that you like the features of the earbuds, we're sad that you are not impressed with the sound quality and fittings, causing you to return them. There is actually a literature available in our support site that can help or show you how to properly wear the earbuds : https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html Also, your earbuds came with multiple set of ear tips you can choose from and in addition the “Sony | Headphones Connect” app can help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc. Again, we apologize for inconvenience and your feedback can help us improve in the future. We hope you'd still consider our products in your next purchases. Thanks for choosing Sony! -Craig

Thank you for sharing your feedback about the WF-1000XM5, LewisM. We're delighted to hear that you've had a positive experience with the product and that it continues to perform well even after being dropped several times. At Sony, we strive to design our true wireless earbuds not only for exceptional sound quality and innovation, but also with durability in mind, so your experience with their resilience is especially appreciated.

We recognize that the WF-1000XM5 is an investment, and we are grateful for your trust in choosing an original Sony product. Your acknowledgement of its value serves as encouragement for our continuous efforts to deliver original and high-quality devices. If you have any suggestions or need support, please don't hesitate to reach out. Thank you again for being part of the Sony community and for sharing your experience with us.

Best regards,
Gus
Sony Social Media Team

Hi RebeccaR, awesome! Glad you had a wonderful experience with your purchase! Enjoy your new earbuds! Thanks for choosing Sony! ~Earl

Hi Morel,

You made the right choice upgrading to the Sony WF-1000XM5! We're glad that you like the fit of the headphones. We also understand your concern about the battery life. Rest assured that there are no known battery issues with the WF-1000XM5.

If you still have the WF-1000XM4, make sure to follow the troubleshooting steps on this link to help resolve the battery issue:

https://www.sony.com/electronics/support/articles/00284577

If still not resolved, please contact our product support team via phone call or chat through this link:

https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Ralph

Hi GoNEWhere, thanks for choosing and purchasing our product. We understand your feedback regarding the touch sensor of your Sony unit. You can configure the options of touch sensor using the Headphone Connect app. You can follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781367.html?search=touch%20sensor

If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

Thank you for sharing your feedback, Aidan.

We are delighted to hear that you find the sound quality of the WF-1000XM5 earbuds to be good, but we are truly sorry that they are super uncomfortable due to the hard eartips, which has led to them collecting dust. We understand that comfort is just as critical as sound quality, and we regret that they are causing you pain after a short period of wearing.

We would like to help you resolve this and get back to enjoying your premium earbuds. The WF-1000XM5 includes multiple sizes of ear tips in the box. We highly recommend trying the smallest or largest sizes to ensure a better seal that relieves pressure.

If you would like direct assistance with fit or have further questions, please feel free to reach out to our dedicated support team here:

https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We hope to help you find a comfortable fit so you can enjoy the amazing sound quality!

Best regards, Gus, Sony Social Media Team

Hi NETGEAR, That's awesome! We're very happy to hear that you're enjoying both your Sony WF1000XM4 and WF1000XM5 and using them for different chores. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-canceling performance on the market. Noise reduction algorithms developed with AI machine learning suppress ambient noise and ensure the person on the other end of the phone can hear your voice clearly even in noisy situations. For total convenience, the WF-1000XM5 can be paired with two Bluetooth devices simultaneously so, when a call comes in, your headphones can automatically connect to the right one. With an IPX4 water resistance rating, splashes and sweat won’t stop these headphones – so you can keep moving to the music. Thank you for choosing Sony! -Sam

Hi S22UltraOwner,

Thank you for sharing your experience with us! We’re sorry to hear the fit didn’t meet you and your wife's expectations. We really wished we could turn your opinion around regarding our Sony WF1000XM5.

It is recommended to follow this guide when wearing your Sony WF-1000XM5: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

We appreciate you giving our product a try and value your input, as it helps us continue to improve. If you decide to explore our products in the future or need any assistance, please don’t hesitate to reach out to us at socialsupport@am.sony.com.

Thank you once again for your understanding, and we hope you will consider Sony for your future purchases!

Sincerely,
Maria

Hi LeonS, we're glad you like your new earbuds. Thanks for choosing Sony. ~Earl

Hi EricB, Thanks for the positive feedback. We're glad you like the sound quality. Enjoy and thanks for choosing Sony. -Craig

Hi JoseG, Fantastic! We're very pleased to hear that the Sony WF1000XM5 headphones have lived up to your expectations. Thanks for choosing Sony! -Sam

Hi Pilotjs152,

We regret to hear that you are not satisfied with the WF1000XM5. Your feedback is extremely important to us and is very much appreciated. For optimum performance, make sure to install the latest software version of the headphones (via the Sony Headphones Connect app).

If the size of the earbud tips does not match the size of your ear canals or the headset is not worn properly in your ears, tap operations or Speak-to-Chat speech detection may not work correctly, or you may not obtain the correct sound qualities, noise canceling effects, or call performance. If any of this is the case, try the following.

-Change the earbud tips to ones that fit more snugly in your ears. When changing the earbud tips, try the earbud tip sizes in order from the larger ones to the smaller ones. The most suitable size of the earbud tips for left and right ears may be different.
-The “Sony | Headphones Connect” app will help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc.
-Check that you are wearing the headset properly in your ears. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible.

You may also find this link helpful:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

You also have the option to adjust the Equalizer/CLEAR BASS setting of the Sony Headphones Connect app to tailor-fit the sound quality to your needs. For more information, please refer to this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html

Hope this helps. In case you need further assistance, please email us at socialsupport@am.sony.com with the following details:

Name:
Username:
Model Number:
Issue:
Telephone Number:

Or contact our product support team via phone call or chat through this link:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Ralph

Hi ALLENZ470,

Thanks for sharing your review and experience with the headphones. We're glad that you like the comfort of the headphones. Your feedback about the sound quality is greatly appreciated.

For optimum performance, make sure to install the latest software version of the headphones (via the Sony Headphones Connect app).

If the size of the earbud tips does not match the size of your ear canals or the headset is not worn properly in your ears, tap operations or Speak-to-Chat speech detection may not work correctly, or you may not obtain the correct sound qualities, noise canceling effects, or call performance. If any of this is the case, try the following:

-Change the earbud tips to ones that fit more snugly in your ears. When changing the earbud tips, try the earbud tip sizes in order from the larger ones to the smaller ones. The most suitable size of the earbud tips for left and right ears may be different.
-The “Sony | Headphones Connect” app will help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc.
-Check that you are wearing the headset properly in your ears. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible.

Hint: The function that determines the optimal earbud tips for you measures the air-tightness of the earbud tips and determines whether or not the headset units are being worn in your ears correctly. Select a size that fits comfortably.

You also have the option to adjust the equalizer function of the Sony Headphones Connect app to tailor-fit the sound quality to your needs. For more information, please refer to this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html

Hope this helps. In case you need further assistance, please email us at socialsupport@am.sony.com with the following details:

Name:
Username:
Model Number:
Issue:
Telephone Number:

Or contact our product support team via phone call or chat through this link:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Ralph

Hi FreddieO, thanks for choosing and purchasing our product. We're happy that you like the sound quality of the WF1000XM5. We're sorry to hear that you have an issue with the voice quality during calls on your Sony unit. When you use the video calling application, open the settings* of the video calling application, and check that the speaker or microphone setting is specified as [Headset (WF-1000XM5 Hands-Free)]**. When the settings of the video calling application cannot be checked or calling connections [Headset (WF-1000XM5 Hands-Free)] cannot be selected, select [Headset (WF-1000XM5 Hands-Free)] on the settings of your computer to make connections. Please isolate the issue by following this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779964.html

If you require any additional support with regard to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl

Hi AustinT, we're glad you are enjoying you new earbuds! Thanks for choosing Sony. ~Earl

Thank you for taking the time to share your experience and feedback, CO1319—we sincerely understand how disappointing it must be to have your WF-1000XM5 earbuds develop issues just after the warranty period ended, especially after taking great care of them. We realize that premium audio products come with certain expectations for quality and long-term reliability, and your frustration with the cost and availability of out-of-warranty service is understandable.

Regarding replacement and repair: For the WF-1000XM5, repairs or replacements (such as for one side of the earbuds) require both earbuds and the charging case to be sent to an Authorized Service Center, as these components are specifically paired for proper functionality. This means that simply ordering a standalone earbud is not possible, which contributes to the higher service cost. While the replacement fee you mentioned is accurate for out-of-warranty repairs, we recognize this can feel prohibitive compared to buying entirely new products from other brands.

Even though your product is out of warranty, we always want to help as much as we can. Our standard procedure for products outside the warranty period is to direct customers to our authorized service partners who provide paid repair and replacement services. While we don’t currently have a formal goodwill or exception program for narrowly expired warranties for these models, your case illustrates an experience we strive to improve for our customers in the future.

We value your feedback—it will be shared directly with our product and support teams so it can inform future improvements both in reliability and in service options. If you decide you’d like further assistance, or to discuss your case, please let us know so we can review your situation in greater detail to see if there are any additional support avenues available.

Thank you again for your honest feedback and for considering Sony products. Your input is important, and we regret that this experience did not meet your expectations.

Best regards,
Gus
Sony Social Media Team