Customer Ratings & Reviews

Hi Acw00, Thank you for your feedback on the WF-1000XM5. We appreciate your detailed review and are sorry to hear about the issues you've encountered.
Regarding the fit of the earbuds, we understand that comfort and secure fit are crucial. If you've already tried different sizes and types of ear tips and you continue to experience discomfort, please reach out to our support team for further assistance.

For the noise-canceling feature, we acknowledge that it should ideally activate automatically when using a single earbud. We will pass on your feedback to our development team.

The concern about the earbuds falling out of the case is noted. We will look into the magnet strength and case design to ensure the earbuds remain secure during everyday use.

We're glad to hear that you are satisfied with the battery life, connectivity, and sound quality of these earbuds.

Thank you for choosing Sony. If you have any further questions or need assistance, please do not hesitate to contact our support team through this link: https://us.esupport.sony.com/support/s/service?language=en_US.

Or email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Sam

Hi TobyA,

Thanks for commenting. We are thrilled to know that love your WF-1000XM5, and that you are satisfied with its exceptional noise canceling function. We are sorry if you are experiencing an automatic Bluetooth connection when your headphones are placed on your pocket. To avoid this problem, please ensure that your headphones are set into the charging case correctly so they turn off automatically before putting them into your pockets. Put the left headset unit (the headset unit with the tactile dot) back into the left hole of the charging case, and put the right headset unit back into the right hole of the charging case. Each headset unit will be set to the correct position in the charging case by the built-in magnet. You may also try cleaning the contact points on the charging case and earbud headphones to further isolate the problem. For more details, please refer to the following links:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779810.html?search=when%20not%20use
https://www.sony.com/electronics/support/articles/00249895

I hope this helps.

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.

Should you need more assistance or information with our product, please email us at socialsupport@am.sony.com with the following details so we can best assist you.

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

Thank you for choosing Sony!

Best regards,

Romeo
Sony Social Support

Hi Emoney,

You made the right choice upgrading to the WF1000XM5! We're glad that you are enjoying the noise canceling function, sound quality, and size of the headphones. It's also great that you like the option to use any headset unit of the WF1000XM5.

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!

-Ralph

Hi BenjaminM, Thanks for the positive feedback. We're glad you are happy with the audio quality. Make sure to keep your device up to date to avoid any performance issues. Enjoy and thanks for choosing Sony. -Craig

Hi CharlesL, thank you for sharing your experience—losing an earbud during a run can be very frustrating, especially when you’re unable to notice right away due to continuous playback on the other side. We understand how important it is to maintain a complete set for the best listening experience.

Your feedback is greatly appreciated as we strive to enhance the design and features of our earbuds. However, it's important to note that the loss of an earbud is generally not included under the standard warranty or repair policies, which primarily address manufacturing defects and technical issues. In the event of a lost earbud, the standard course of action is to purchase a replacement. We suggest contacting Sony Support for further assistance. Our support team can help clarify your options and, when feasible, guide you in acquiring a replacement to ensure you can continue enjoying your listening experience.

If you require assistance with this process or wish to have a further discussion, please reach out to our customer support team directly. They will be more than happy to guide you through the next steps.

For contact options, please visit:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for considering Sony products. We look forward to helping you resolve the issue!

Best regards,
Gus
Sony Social Media Team

Hi JordanE, Thank you for sharing your feedback. While we're glad that you love the sound quality, we're sorry to hear that the WF-1000XM5 earbuds didn’t meet your expectations. Fit can be a challenge with earbuds since everyone’s ears are different, and we understand how frustrating it is when they don’t stay secure. 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

Hope this help. Regards, -Craig

Hi DJintown, we're glad you like the sound quality of 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

Hi Perry, Thanks for the 5-star rating! We're glad you like your new headphones. Enjoy and thanks for choosing Sony. -Craig

Hello BrendonD,

Thank you for considering Sony products. We're genuinely sorry to hear about the random disconnection issues you experienced with your WF-1000XM5 earbuds, which ultimately led to a return. We value your feedback immensely, as it plays a crucial role in our continuous efforts to enhance our products. Rest assured, we will forward your comments directly to our Sony teams for their consideration as part of our dedication to improvement.

Best regards,
-Fred

Hi RobertM, Thank you for the positive review! We're delighted to hear that you're enjoying the WF1000XM5 earbuds for such a variety of uses, from audiobooks and music to calls and white noise. Thanks for choosing Sony! -Sam

Hello Marquina,

Thank you for choosing Sony!

It's great to hear that you love using the WF-1000XM5 headphones, especially for your morning runs. The WF-1000XM5 are designed to deliver excellent sound quality with their noise-canceling features, making them perfect for enhancing your workout experience. If you haven't already, you might want to try adjusting the sound quality mode using the Sony | Sound Connect app to further enhance your listening experience. Enjoy your runs with amazing sound!

Best regards,
-Fred

Hi Lowton, we're glad you like the sound quality and noise canceling feature of our product. We appreciate your feedback regarding the earbud tips of your Sony unit. You can 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/TP1000781968.html?search=earbud%20tips

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 OmarA,

You made the right choice! We're glad that you like the fit, noise canceling function, sound quality, and multipoint connection of the headphones. Thank you for choosing Sony!

-Ralph

Hi JassonV, it is very nice to hear that you like the WF1000XM5. Enjoy your new earbuds! Thanks for choosing Sony! ~Earl

Thank you for your valuable feedback, Adrian.

We're so glad to hear that you find the WF-1000XM5 earbuds "pretty good" and more refined than the previous model. We designed them with several enhancements, including a more compact size and improved audio processing, to provide a premium listening experience.

We understand your perspective on the upgrade from the WF-1000XM4. We appreciate your honest insight, as feedback like this helps us understand what is most important to our customers.

Thank you again for your review and for being a Sony customer.

Best regards, Gus, Sony Social Media Team

Hi JohnV, We appreciate your feedback. Please make sure to turn up the volume of both the earbuds and the connected music device. Despite your concern, we are glad that you like your Sony WF-1000XM5 noise canceling wireless in-ear headphones. Thank you for choosing Sony! Vincent

Thank you for your valuable and detailed feedback on the WF-1000XM5, Marc. We're pleased to learn that you appreciate the top-tier technology and the many things we got right with this model.

We also take your comments on the charging issues and comfort very seriously. We're sorry to hear you've experienced these problems, and we want to help. For the charging issues, we recommend visiting our support page or reaching out to our customer service team. They can provide troubleshooting steps and personalized assistance to get that resolved. We are also committed to continually improving our products, and your feedback on the comfort compared to other brands is incredibly useful for our future designs.

We appreciate you taking the time to share your experience with us. Thank you for choosing Sony.

Best regards,
Gus
Sony Social Media Team

That's fantastic, GabiB!

You've made a great choice! We are extremely pleased it suits your needs and expectations. 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 the perfect star review and for choosing Sony!

- Romeo

Hi Candyearbuds,

Amazing! We're thrilled that you like the comfort and noise canceling function of the headphones. Thank you for choosing Sony!

-Ralph