Customer Ratings & Reviews

Hi sgvjon, thanks for choosing and purchasing our product. Hope you are enjoying your new headphones! Thanks for choosing Sony! ~Earl

Hi, Jamgar,

Thanks for the review. We appreciate you taking the time to share your feedback. Rest assured, we will forward your comments to our dedicated Sony team for their review as we continue to work diligently to improve our products.

Thanks for considering Sony products, have a nice day.
-DiegoV

Hi Javier, Excellent! We're thrilled to hear you like the compact design and you find them convenient to carry and effortless to wear. The WF1000XM5 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 Fatimacazares, thanks for commenting. We're thrilled to hear about your satisfaction with the reasonable price of your WF1000XM5. We're sorry if its call quality didn't live up to your expectations. Please ensure that the earbuds fit snugly in your ears. If the earbuds do not fit your ears, the phone call quality may decrease. Here are some important factors to consider:
• Make sure that headphones are worn properly.
• Make sure that the earbuds are firmly and completely attached. If you are using the supplied earbuds (EP-NI1010), lightly turn over the earbud tips to make sure that the sound output hole is completely covered by the earbud tip.
• Use the earbud tips that best fit with your ears. Measure the air-tightness of the earbud tips and find the optimal size of earbud tips using the Sony | Headphones Connect app.

For more details, please refer to the following articles:
https://www.sony.com/electronics/support/articles/00298371
https://www.sony.com/electronics/support/articles/00262839

I hope this helps you, and thanks for choosing Sony!

Best regards,

Romeo

Hi Drizzly,

We are very sorry to hear that your charging case has stopped responding. We understand how disappointing this is, especially when you have only owned them for a month. Before considering a return or replacement, please try the following troubleshooting steps to see if we can restore the connection:

1. Please ensure you are using the original Sony USB-C cable provided in the box.

2. Connect it to a USB AC adaptor capable of supplying an output current of 0.5 A (500 mA) or more.

3. Leave the case plugged in for at least 2 hours. Even if the LED stays dormant initially, it may eventually turn on once it reaches a minimum threshold.

4. If the earbuds are not "detecting" the case, it is often due to a buildup of microscopic skin oils or dust on the charging interface. Use a dry cotton swab or a soft cloth to gently clean the gold contact pins inside the charging case and the corresponding contact points on the earbuds.

If the hardware is clean but the issue persists, please attempt the following:

Reset the headset: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

Factory Reset the headset: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

If these steps do not resolve the issue. Please contact our technical support team for personalized assistance:

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

Thank you for considering Sony!

Best regards,
Dominick

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 JustinC, we're glad you are enjoying our product. We understand your feedback regarding the battery of your Sony unit. Please make sure the contact pins fit properly when you put the earbuds on the case. Please follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.html?search=battery

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:

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! ~Earl

Hello DouglasH,

You made the right choice! We're happy to hear that you like your new Sony headphones. We appreciate the 5-star rating and thank you for choosing Sony!

-David

Hi WesleyP,

Thanks for commenting. While we are thrilled that you love your WF-1000XM5, we are really sorry if you're experiencing an issue with the battery life of your WF-1000XM4. This is definitely not experience we wanted you to have. If you haven't yet, let's try to isolate and fix the problem by following the troubleshooting steps on these articles:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000432577.html
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00266785
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00271301
https://www.sony.com/electronics/support/articles/00284577

You may also try the steps on these links to refresh the content of the headphones:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428696.html
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428697.html

And lastly, as a general recommendation, if you haven't tried yet, we recommend updating its firmware to the latest version. The firmware update improves the functionality and features of the headphones. It also provides fixes to any performance issues that you are encountering.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/downloads

If the issue persists or you may need more information/technical assistance, please feel free to email us and we'll be more than happy to assist you. You may send us an email at socialsupport@am.sony.com with the following:

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

We value you, and thank you very much for choosing Sony!

Best regards,

Romeo
Sony Social Support

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 BrandonF, thanks for choosing and purchasing our product. We're sorry to hear that you have issues with your Sony unit. For low sound level, please follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780052.html?search=low%20volume

When wearing the unit for better fit, you can follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html?search=wearing

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 Kate, We are happy that our WF1000XM5 wireless in-ear headphones are the best headphones for you and that you are super impressed with their call quality. Thank you for your purchase. Enjoy! Vincent

Hi Lima,

Thanks for commenting. The WF-1000XM5 supports a multipoint connection. You can switch easily between two audio sources without going through the standard Bluetooth reconnection process. For more details, check out the following article:
https://www.sony.com/electronics/support/articles/00249936

Should you need more assistance, please feel free to contact us and we'll be more than happy to assist you. You may send us an email at socialsupport@am.sony.com with the following:

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

Thank you very much for your purchase, and thank you for choosing Sony!

Best regards,

Romeo

Hi AhmetC,

Thanks for sharing your review and experience with the WF-1000XM5. Your feedback about its comfort is greatly appreciated. For optimum fit and comfort, make sure that you are wearing the headphones properly. You may find this link helpful:

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

Awesome! You've made a great choice! We are very happy to know your satisfaction with the customizable settings through the Sony Headphones Connect app and very responsive touch control function of your WF-1000XM5. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity.

Thank you very much for your purchase and for choosing Sony!

- Romeo

Hi Nickname, Thank you for the 5-star rating! We're glad to hear you love the easy Bluetooth pairing and overall features of your Sony WF1000XM5. Thanks for choosing Sony! -Sam

Hi PhilH,

We sincerely apologize if you're experiencing battery life issues with your Sony headphones. This is not the experience we intended for you. It's possible that you may be referring to a different model, as the WF-1000XM5 was released in July 2023. To troubleshoot your battery life/audio issue, please refer to the following article:
https://www.sony.com/electronics/support/articles/00204551

We want to ensure you're taken care of and assist with your unit. Can we contact you directly for assistance? If so, please email the following information to socialsupport@am.sony.com:

- Full Name
- BestBuy Username
- Telephone Number
- Sony Headphones' Model Number
- Issue/Concern

Apologies if you've already provided some of this information in your review or to customer service. We aim to have accurate details for effective communication.

We appreciate you being a Sony customer. Sorry for any inconvenience, and we hope to speak directly to resolve this matter.

Thank you for allowing us to assist you.

Sincerely,

Romeo
Sony Social Support

Hi Pablok, thanks for choosing and purchasing our product. We're glad you like the sound quality of the WF1000XM5. We're sorry to hear that you have an issue with your Sony unit. Please isolate the issue by following this link:

https://www.sony.com/electronics/support/articles/00235161?utm_source=glean

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:

The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity. Thanks for choosing Sony. ~Earl

Hi D0rian211,

We regret to hear that you are not satisfied with the headphones. Sony's commitment to customer satisfaction is our top priority.

For optimum performance, it is recommended to wear both earbuds properly. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible. 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. 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 Sound Connect” app will help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc.

Additionally, you can use the Equalizer/CLEAR BASS setting of the Sony app to fine-tune the sound quality to your needs.

For more information, please refer to these links:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.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 Silver, great! We're glad you love our product! The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best noise-cancelling performance on the market. Real-time audio processors and high-performance mics power the specially designed driver unit, for wide frequency reproduction, deep bass and clear vocals. They are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity. Thanks for choosing Sony. ~Earl