Customer Ratings & Reviews

Hi TravellingGamer, we're sorry to hear that you have an issue with the ambient sound feature of your Sony unit. Depending on the surrounding environment, wind noise may increase when the Ambient Sound Mode is turned on. In this case, set the Ambient Sound Mode to OFF. Turn off the Ambient Sound Mode by tapping the touch sensor on the left headset unit to switch off the Ambient Sound Mode. This should help reduce the wind noise. Please make sure the headset is worn correctly in your ears. Twist the headset to fit it properly, as an improper fit can affect the performance of the Ambient Sound Mode. Please check this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779995.html?search=wind%20noise

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 MichaelD, Thank you for your awesome review! We are delighted to hear that you are happy with the sound quality of your new WF-1000XM5! Thank you for choosing Sony! -Carl

Hi AlanT,

Thanks for commenting! We are glad to hear your satisfaction with the superb performance 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.

If there's something we can do to help or you may need an information/technical assistance with our product, please feel free to contact us and we'll be more than happy to assist you. Please send us an email at socialsupport@am.sony.com with the following:

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

Thank you so much for your purchase, and for choosing Sony!

- Romeo

Hi Phillip, Awesome! We are so glad to hear that you are enjoying your new WF-1000XM5! Thank you for choosing Sony! -Carl

Hi NoahM,

Thank you for taking the time to share your feedback regarding the WF-1000XM5 earbuds.

We appreciate you providing detailed comments on the perceived build quality, fit, sound performance, and the transparency mode functionality. We are truly sorry to hear that you experienced difficulties with these aspects of the product.

We will certainly ensure your valuable comments are shared directly with our product development team for thorough review as we continuously strive to improve future products.

Thank you for considering Sony products!

Regards,
Dominick

Hi Thomasjones,

Thanks for commenting. While we are glad to know about your satisfaction with the overall performance of your WF-1000XM5, we are really sorry if you're experiencing sync issue with your left earbud. This is certainly not the experience we wanted you to have. To resolve this problem, let's try to isolate and address it by performing troubleshooting. To start, if you haven't already, we suggest updating your WF-1000XM5 firmware to the latest version. This update enhances the headphones' functionality and features while addressing any performance issues you might be experiencing. For instructions, please visit the link below:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/downloads

If the issue persists, please refer to the following articles to further isolate the problem:
https://www.sony.com/electronics/support/articles/00248187
https://www.sony.com/electronics/support/articles/00298365
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780030.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

I hope this helps.

Should you 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:

Thank you very much for choosing Sony!

Best regards,

Romeo
Sony Social Support

Hi RomieW,

Fabulous! We are truly happy to learn that you're having an enjoyable listening experience with your WF-1000XM5. We greatly appreciate your feedback with the battery life. Usage hours may be different depending on the settings for the headset functions and usage conditions. For more details, please refer to the following Help Guide links:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781965.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.html

I hope this helps.

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

- Romeo

Hi Protector,
Thank you so much for sharing your feedback with us. We're really sorry to hear that your WF-1000XM5 earbuds didn’t fit well and that one side stopped working.

For the fit, we recommend trying the different ear tip sizes included in the box, sometimes a different size can make a big difference in comfort and staying in place.

For the side that stopped working, we’d like to help get this fixed for you. Please reach out to our support team with your product details and we’ll guide you through troubleshooting steps.

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

Thanks for considering Sony and bringing this issue to our attention.
Warm regards,
Estefany

Hi Jhbite, we're sorry to hear that the WF-1000XM5 headphones have not performed as you expected, especially when compared to your other earbuds. We understand it's disappointing when a new product doesn't quite live up to what you're hoping for.

We designed the WF-1000XM5 with advanced noise-canceling technology and premium sound quality in mind, aiming to provide an immersive audio experience. We'd love to learn more about what specifically led to your "just ok" impression. Your feedback is valuable as it helps us understand areas where we can improve. Thanks for considering Sony products! Best regards, -Dominick

Hi JasonS,

You made the right choice with the Sony WF-1000XM5! Rest assured that improvements are made to the XM5 for better overall user experience. 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!

-Ralph

Hi linz,

We regret to hear that you are not completely satisfied with the headphones. Your feedback about the glossy design, fit, and noise is greatly appreciated.

For optimum fit and comfort, make sure that you are wearing the headphones 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. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible. For more information, please refer to this link:

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

For the noise that you are experiencing, the troubleshooting steps on this link may help resolve the issue:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783928.html

Make sure to also install the latest software version of the headphones for optimum performance (via the Sony Headphones Connect app).

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 DorinaH, perfect! You've certainly made a great choice! We're thrilled to know that you're satisfied with the ease of setup and amazing performance of your WF1000XM5. Thank you very much for the perfect star review and for choosing the best brand, Sony! - Romeo

Hi Griffin,

You made the right choice! 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!

-Ralph

Hi Glorybound,

You made the right choice with the Sony WF1000XM5! We're thrilled that you are enjoying these amazing headphones. Thank you for choosing Sony!

-Ralph

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

Hi AufrisD, great! We're happy that you are enjoying your new earbuds! Thanks for choosing Sony! ~Earl

Thank you for sharing your feedback about the WF-1000XM5, JulianP. We're genuinely sorry to hear about your experience with the fit and the need to frequently replace the earbud tips.

We understand that a secure and comfortable fit is essential for truly wireless earbuds. The WF-1000XM5 includes multiple sizes of earbud tips to help you find the best possible fit for your ears. Ensuring the tips are firmly attached and selecting the right size can make a significant difference in both comfort and stability. If the earbuds are falling out often, we recommend:

- Trying all included ear tip sizes to find the one that fits most securely.
- Firmly inserting the tips and making sure they are not loose or tilted.
- Regularly cleaning the earbud tips and ears, as the build-up of dust, moisture, or earwax can affect fit and performance.

Frequent replacement of earbud tips can sometimes be caused by moisture, sweat, or improper cleaning. Cleaning the tips gently with a dry cloth or, if needed, with a diluted neutral detergent and thoroughly drying them can prolong their lifespan. Avoid using solvents like alcohol, as they may damage the material. If you notice the tips wearing out more quickly than expected, please let us know so we can assist you further.

Your comfort and satisfaction are important to us. If after trying these steps you're still experiencing issues, please reach out to our customer support team—there may be additional solutions or tip options we can explore with you.

Thank you again for sharing your thoughts and helping us improve.

Best regards,
Gus
Sony Social Media Team

Hi GhostV,
Many thanks for the 5-star rating! Glad to hear you like the noise canceling features of your WF1000XM5 earbuds. Your satisfaction with our product means a lot to us. Thanks for choosing Sony! - Kris

Hi Chris, thanks for choosing and purchasing our product. We understand your feedback regarding the fit and comfort of your Sony unit. Please 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. Please check this link for more details:

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

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

Hello MarkT,

Thank you for considering Sony products.

We apologize for the inconvenience you’re experiencing with the noise canceling and ambient sound modes switching unexpectedly on your WF-1000XM5 earbuds, as well as the issue with “Hey Siri” on iOS. We understand how frustrating this can be and want to help you resolve these problems.

To address these concerns, we recommend the following steps:

Firmware Update to Version 6.1.0: Installing the latest software can improve performance and functionality. You can find detailed instructions here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

Reset the Headset: This clears temporary bugs without deleting pairing information. Instructions are available here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

Initialize (Factory Reset): If resetting doesn’t help, a factory reset may be necessary. Please note this will erase all pairing information. Instructions can be found here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

After these steps, please follow the instructions to activate the voice assist function (Siri) here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781979.html?search=siri

Additionally, we suggest disabling Adaptive Sound Control, as this feature automatically switches between noise canceling and ambient sound based on your activity or location, which might cause the mode flipping. Details on how to disable this feature are here: https://www.sony.com/electronics/support/articles/00229328

If the issues persist, our dedicated support team is ready to assist you with advanced troubleshooting. You can reach them through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We want to get this resolved for you!

Best regards,
-Fred