Customer Ratings & Reviews

Hi Nammmmmm,

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 Raloe213,

You made the right choice with the Sony WF-1000XM5! 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

Hello Doorbell,

Thank you for choosing Sony!

We’re thrilled to hear that you’re enjoying your WF1000XM5 earbuds! We completely understand how frustrating it can be to misplace them and have difficulty tracking them with your iPhone. Your feedback is invaluable, and we will certainly take it into account as we develop future products. Thank you for sharing your insights with us!

Best regards,
-Fred

Hi WilliamB,

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

Hello ToddM,

We're sorry to hear about the trouble you're experiencing with your Sony WF1000XM5. It must be frustrating dealing with connectivity and charging issues, especially within a year of purchase. We recommend the following steps:

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

Initializing the headset to restore factory settings
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

Check if the charging case itself is functional by connecting it to different power sources.

Ensure the earbuds' charging contacts are clean.

The headphones do not charge (WF-1000XM5)
https://www.sony.com/electronics/support/articles/00298367

Your unit comes with a 1-year warranty. If the issue persists after following the steps, you can email us at socialsupport@am.sony.com with the following details.

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

Best regards,
-Fred
Sony Community Team

Hi Realist, thanks for choosing and purchasing our product. We're sorry to hear that you have issues with your Sony unit. We'd like to turn your opinion around regarding the WF1000XM5.

We appreciate your feedback regarding the 360 Reality Audio (spatial) and the case of the WF1000XM5. You can optimize apps for 360 Reality Audio by following this link:

https://www.sony.com/electronics/support/articles/00233342?utm_source=glean

For more information regarding the 360 Reality Audio, please check this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779845.html?search=360

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%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 Jira,

Awesome! Thank you for reaching out to us today! We're always happy to hear from you. We're glad to hear that you love the features of your new Sony headphones. 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. Thank you for choosing Sony and we hope you enjoy your headphones from here on out. Have a great day!

-David

Hello Mauro,

Thank you for considering Sony products.

We apologize for the inconvenience you are experiencing with the noise canceling feature of your WF-1000XM5 earbuds. We understand your frustration, especially when comparing it to other brands. We strongly recommend following the steps outlined in this article for improving noise canceling performance: https://www.sony.com/electronics/support/articles/00298372. If the issue persists, please contact our dedicated support team for further assistance. You can find all the necessary contact information here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones. We are committed to resolving this for you.

Best regards,
-Fred

Hi Trendnever,

We're sorry to hear the WF1000XM5 earbuds did not fulfill your expectations, especially in terms of value for money. We appreciate your honesty and understand how important it is to feel satisfied with your purchase. If you ever reconsider or have specific concerns about setup, audio quality, or features, please don’t hesitate to reach out—we’re always here to offer tips or troubleshooting to get the most from your earbuds.

Thank you for considering Sony products.

Best regards
DiegoV.

Hi RobinR,

Thank you for your honest review. We are sorry to hear that the WF-1000XM5 did not meet all of your expectations. We'd love to make sure that you are getting the best experience out of your wireless earbuds.

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.

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

Regards,
Carl

Hi Dean,

We appreciate the positive feedback.Thank you for your purchase and we are honored to have customers like you. We're glad to hear that you like the luxury experience of the Sony headphones. 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. Thank you for choosing Sony and we hope you enjoy your headphones from here on out. Have a great day!

-David

Hi SoumikI,
Thanks for the review and for being honest about your experience with the WF-1000XM5.
We're really sorry to hear that they haven’t lived up to your expectations.

If you feel like the earbuds aren't performing quite right or if you're having a specific technical issue, please reach out to our support team: https://www.sony.net/support-contact
We’d love to take a closer look and see if there’s a way to make things right.

We value your input. Thanks for considering Sony.
Warm regards,
Estefany

Hi Jorge,

While we're glad that you like most of the features, we regret to learn that you're hearing unwanted noise on your Sony earbud headphones. This is not the experience we want you to have. We recommend to update the headphones' software to the latest version (via Sony Sound Connect app). Doing so may resolve the issue.

This issue may be caused by several reasons, including radio wave interference and nearby devices may interrupt Bluetooth communication and cause sound interruptions. You can isolate this issue by following the troubleshooting steps provided on the links below.

https://www.sony.com/electronics/support/articles/00298368
https://www.sony.com/electronics/support/articles/00232102

If you hear buzzing, popping, crackling, or vibration noises from your Bluetooth headphones that sound different than the more common static or distortion sounds caused by environmental interference issues, please note we have a customer hotline that is happy to assist you and help troubleshoot any concerns you have, and your headphones has a 1-year warranty from the date of purchase.

Should you need further assistance regarding your concern, 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:
Best Buy Username:
Model Number:
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

Regards,
Jess

Hi MMMM,

We are really sorry if our WF-1000XM5 didn't fit you well and that it had to be returned. This is certainly not the news we'd like to hear from you. For optimum fit, comfort and to keep the headphones from falling out, we always recommend following the steps on this article:
https://www.sony.com/electronics/support/articles/00262839

Your feedback matters to us as it helps us improve our products. We are sorry for the inconvenience, and we hope that you'll consider Sony again in your future purchase.

Sincerely,

Romeo

Hi JonathanH,

You made the right choice with the Sony WF-1000XM5! 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 Austinjsr, we're sorry to hear about what happened on your previous Sony unit and that you had an issue with your new one. If the noise canceling effects are not sufficient, it is recommended to isolate the issue by following this link:

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

We have our Support team that is always happy to assist. You may email us anytime at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

We hope you consider Sony again. ~Earl

Hi EricV,

Thank you for sharing your honest thoughts on the Sony XM5 earbuds. We're sorry to hear they didn't fully meet your expectations. Here are a few suggestions that might help enhance your experience:

1. We recommend adjusting the equalizer settings in the Sony Headphones Connect app to tailor the sound to your preferences. Sometimes a few tweaks can significantly improve clarity and balance. https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html?search=equalizer

2. 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, you may not obtain the correct sound qualities, noise canceling effects, or call performance.
If any of this is the case, try the following the outlined steps on these link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html

3. Keeping the earbuds up to date can improve overall performance, including sound quality and ANC. Check the app for any available updates. https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

If the problem persists after trying these steps, we recommend reaching out to our product support team via phone call at 239-245-6354 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US Hours of Operation: Monday - Friday 9:00 am - 9:00 pm ET Saturday - Sunday 10:00 am - 8:00 pm ET

We truly appreciate your feedback and we hope this information helps.

Wishing you a better listening experience ahead!

Sincerely,
Maria

Hi JoseC, We are sorry to hear that you're experiencing issues with the WF-1000XM5 earbuds. For the soundstage concern, it might be helpful to adjust the equalizer settings in the Sony Headphones Connect app to better suit your preferences.

Regarding the earbuds falling out, it is crucial to ensure that you are using the correct size of ear tips. The WF-1000XM5 comes with multiple sizes of ear tips, and finding the right fit can significantly improve comfort and stability. Here are some steps you can follow to improve the fit:

Try Different Ear Tip Sizes: The earbuds come with small, medium, and large ear tips. Experiment with different sizes to find the one that fits snugly in your ears without causing discomfort.

Proper Insertion: Insert the earbuds into your ears and twist them slightly until they feel secure. The headphone section should be horizontal for a better fit.

Check the Fit: Make sure the ear tips are straight and not at an angle to prevent them from detaching and falling out.

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com
Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.

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

Regards,
Carl

Hi 2060,

You made the right choice! We're glad that you are enjoying the functionality and dedicated app (Sony Headphones Connect) of the headphones. 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

Hello Kaaronbrown,

Thank you for your feedback. We're sorry to hear that the microphone performance on your WF-1000XM5 earbuds didn't meet your needs for conference calls, and that you had to return them.

We designed the WF-1000XM5 with a high-quality microphone system that includes AI-based noise reduction to isolate your voice. However, the effectiveness of this feature can vary depending on the specific environment and the platform you're using for your calls. Our goal is to provide a clear voice experience, and we are constantly working to improve our products.

We appreciate you giving the earbuds a try and for sharing your honest feedback. Your comments are valuable and will be shared with our product team for future improvements.

Thanks for choosing Sony!

Sincerely,
Jenn | Sony Social Media Team.