Customer Ratings & Reviews

Hi CarlosD, Awesome! We're very happy to hear that you loved your new Sony WF1000XM5 and that you've noticed the improvements and upgraded features we've made. 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

Hello CarlosV,

Thank you for considering Sony products.

We are truly sorry to hear you're running into difficulties with your WF-1000XM5 earbuds, specifically regarding connection, comfort, and fit. We certainly regret the frustration this has created.

To address the connection issues, please follow these key troubleshooting steps:

1. Firmware Update to Version 5.0.2: Install the latest software for stability improvements. https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

2. Reset the Headset: This can clear temporary bugs without erasing pairing information. https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

3. Initialize (Factory Reset): Use this step to fully restore the headset settings if the reset doesn't work. (Note: This will delete all pairing information.) https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

A secure fit is essential for both comfort and sound quality, and we want to help you get the best experience possible. We recommend you contact our support team directly. They can provide personalized advice and further assistance to help you find a proper fit and ensure you are getting the most out of your earbuds.

You can reach our support team here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Fred

Hi DavidB87,

Fabulous! We are truly delighted to know about your satisfaction with the exceptional quality 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 so much for the perfect star review and for choosing Sony!

- Romeo

Hi DavidD, Great! We're glad that you like the sound quality. The WF-1000XM5 feature 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 favourite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity. Thank you for choosing Sony. Erin

Wonderful, RichardW! We're glad that you made the upgrade with our new XM5 Wireless earbuds. 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! -Craig

That's great, AbrahamR! We're glad that you are happy with your new Sony WF1000XM5 Wireless earbuds. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best truly wireless noise-cancelling performance on the market1. With a specially designed driver unit, for wide frequency production, deep bass and clear vocals, these headphones are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. We also appreciate your comment about the ear tips. Rest assured it won't go unnoticed as it can help us improve in the future. Thanks for choosing Sony! -Craig

Hi Alaska907,

Thank you for sharing your experience with the Sony WF-1000XM5. We're truly sorry to hear that the earbuds didn't provide the fit and comfort you were hoping for. Everyone's listening needs and ear shapes can be different, and while the WF-1000XM5 includes multiple ear tip sizes designed to help with comfort and secure fit, we understand they may not have been the right match for you.

Your feedback is valuable to us, as it helps us improve future designs. We appreciate you giving them a try and hope you'll consider us again in the future for your audio needs.

Thanks for considering Sony products!

Regards,
Dominick

Hi MiguelG, great! We're glad you like our product! 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

Thanks for commenting, DeneilW!

You've made a great choice! We are very happy to know 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.

Thank you very much for recommending our WF-1000XM5 and for choosing Sony!

- Romeo

Hi HonorioT, Perfect! We're happy to hear this feedback. 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 ScottA,

Thank you for the review. We're glad to hear that you like the build design of the headphones.Our WF-1000XM5 earbuds feature a shape that perfectly matches the human ear with an ergonomic design for a more stable fit. We’ve designed the WF-1000XM5 utilizing extensive ear-shape data collated since introducing the world’s first in-ear headphones in 1982. Our continuous evaluation of different ear shapes and sensitivities has helped us design an ideal earbud shape, secure and comfortable for almost everybody. New Noise Isolation Earbud Tips are made from an exclusive material that improves fitting and increases comfort thanks to reduced pressure in the ear due to a newly designed shape. The earbuds come in four sizes, including a new extra small version so you can find the perfect fit for your ears to maximize sound quality and minimize outside noise.

For further assistance, please email us at socialsupport@am.sony.com with the following details:

Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:

-David

Hi Great,
Thank you for your time writing this review. We regret to hear that you returned the WF1000XM5 because it does fit your ears well and that you are not impressed with the audio quality. It's unfortunate that we did not got the chance to assist you with your concerns as we have troubleshooting steps that may help resolved the issues that you having with the earbuds. We appreciate your feedback and hope that you will still consider Sony on your future purchases. Thanks again for shopping Sony. - Kris

Hello DianaP.

Thank you for considering Sony products. We're so glad you appreciate the color and sound quality. Your feedback about the size, weight, and comfort during movement is really important to us, and we sincerely apologize for any inconvenience this has caused you.

To help with this, please try experimenting with all the different eartip sizes included with your WF-1000XM5. A proper seal is often key to a secure fit and can prevent accidental disconnections.

Additionally, we recommend reviewing our wearing guide to ensure you're positioning the earbuds correctly for optimal stability: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html.

For assistance with sound issues, we recommend following the steps outlined in this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779959.html.

If the issue continues after the provided steps, or if you require assistance with any step, please contact Sony Support for tailored help: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones.

Best regards,
-Fred

Hi DannyC,

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 Alijandro, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the fit and noise canceling feature of your Sony unit. It is recommended changing 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 follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html?search=earbud

If the noise canceling effects are not sufficient, please follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html?search=noise%20canceling

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 Nikkie, Thank you for your feedback on the WF-1000XM5. We are thrilled to hear that you initially loved the headphones and found them to be a great fit. We apologize for the inconvenience you experienced with the product after 13 months of use.
We understand your frustration with the right earbud producing very low sound and the left earbud not connecting, especially since it occurred just after the warranty period ended.

For the low sound issue in the right ear, please follow the troubleshooting steps on this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780052.html

And for the left ear Bluetooth connection issue, refer to the link below to resolve the issue:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779975.html

Sony also has just the ticket! Reach out to our new Product Enthusiast. They are Sony fans, just like you, who can help you troubleshoot/setup your headphones issue. Connect with them on the link below, just click on Chat with an Enthusiast.

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

If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Sam

Hi MattG,

Fabulous! You've made a great choice! We are extremely pleased to know that you are very happy with the amazing 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.

Thank so much for the perfect star review and for choosing Sony!

- Romeo

Hi Techie3694, we're glad you like the sound quality of our product. We're sorry to hear that you have issues with your Sony unit. You only need to use the Headphones Connect app to get the best experience out of this unit. Please check this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html?search=headphones

Please check this link when wearing the unit:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html?search=wearing%20

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 Misterc,

Thank you for your feedback regarding the WF-1000XM5 headphones. We're sorry to hear that you're encountering issues with the app on your iPhone. The Sony | Sound Connect app (formerly known as Sony | Headphones Connect) is designed to enhance your experience by allowing you to easily connect your Bluetooth headphones to your smartphone and customize your audio settings. Features include Ambient Sound Control, surround effect customization, and an equalizer function.

To ensure smooth functionality, we recommend checking that you have the latest version of the app installed and that your iPhone's software is also up to date. If the issue persists or if you require further information or technical support, please feel free to reach out to us at socialsupport@am.sony.com. To assist you more effectively, kindly provide the following details:

- Name:
- Username:
- Model Number:
- Description of the Issue:
- Telephone Number:

Sony also has just the ticket! Reach out to our new Product Enthusiast. They are Sony fans, just like you, who can help you troubleshoot/setup your headphones issue. Connect with them on the link below, just click on Chat with an Enthusiast.
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We value your input and are committed to improving our products based on customer feedback. Thank you for bringing this to our attention.

Sincerely,

Romeo
Sony Social Support

That's wonderful, Robbe! We're glad that you are impressed with the new Sony XM5 Wireless earbuds. 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! -Craig