Customer Ratings & Reviews

Hi MarkO, We're sorry to hear that your Sony WF1000XM5 did not live up to your expectations. This is definitely not the news that we would like to hear. We understand that finding the perfect fit can vary from person to person. If you've already tried changing the earbud tips to another size and you're still having issues with fit, we suggest trying out third-party earbud tips.

To ensure optimal listening experience, please set these earbuds on Priority on sound quality: Prioritizes the sound quality. Please check these links for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781983.html?search=sound%20quality

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html?search=sound%20quality

Hope this helps and thanks for choosing Sony! -Sam

Hi RichardL, We're glad you are happy with your headphones. Enjoy and thanks for choosing Sony! -Craig

Hi AngelaR, We apologize for any inconvenience that you experienced with your Sony WF1000XM5. We understand that finding the perfect fit can vary from person to person. We recommend trying different ear tip sizes and experimenting with the positioning to achieve a snug fit. For Bluetooth connectivity issue, please follow the troubleshooting steps on this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779959.html

And for low volume issue, please follow the steps on this link to ensure optimal listening experience:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780052.html

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

Hello DanielC,

Thank you for choosing Sony!

We’re delighted to learn that you’re enjoying the WF-1000XM5 earbuds! We’re confident that you will keep experiencing the outstanding noise-canceling capabilities and sound quality they provide. Enjoy your listening experience!

Best regards,
-Fred

Hi BrandonW, we regret to hear that the headphones and use of the app did not meet your expectations. This is definitely not the experience we'd like you to have with our products. Sony values the opinions of customers and is always striving to provide the best experience possible. We'd love to help you troubleshoot your problem and turn your experience around.

For optimum performance, please ensure the software is updated with version 3.0.1 installed. You can check and verify the software by launching the Headphones Connect app.
For sound related concerns, please try the following:
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 or volume.
Adjust the volume on the connected device.
Set the headset units into the charging case, and close the charging case lid. You may be able to resolve some issues by setting the headset units into the charging case.
Reset the headset.
Initialize the headset, and pair the headset with the device again.

Ref: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780052.html


I hope this helps but if you still need assistance, do not hesitate to drop us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Erin

Hi Spencer,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality of the headphones. Your feedback about its fit is greatly appreciated. For optimum fit and comfort, make sure that you are wearing both earbuds 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.

For more information, please refer to this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.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 user358591,

We're sorry to hear that the earbuds aren't fitting well despite trying different ear tips. We understand how frustrating it can be, especially with accidental touch controls. For the best fit and experience, please check these guides:
helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html
sony.com/electronics/support/articles/00262839?utm_source

If you need further assistance or have additional concerns, may we contact you directly? If so, please email the following information to socialsupport@am.sony.com. Apologies if you've already shared this information with customer service — we just want to ensure we have your most accurate details:

Full Name:
Username:
Telephone Number:
Additional Information regarding your experience with the earbuds.

We appreciate your feedback and hope to improve your experience!

Sincerely,
Maria

Hi LarryG, we're glad you are enjoying our product. We understand your feedback regarding the fit 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/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:

Thanks for choosing Sony. ~Earl

Hi EricM,

We are sorry to hear that the Noise Cancelling feature on your WF-1000XM5 earbuds is activating at inconvenient times, as this is definitely not the intended experience. This behavior is most often caused by the Adaptive Sound Control feature, which automatically changes the Noise Cancelling settings based on your activity (like walking or staying put); we recommend turning this feature off within the Sony | Headphones Connect App for a consistent experience. Additionally, check the app's settings to ensure the Speak-to-Chat function is disabled, as this temporarily pauses Noise Cancelling when you start talking.

Thanks for choosing Sony.

Best regards,
Eliab

Hi, GuadalupeR,

Thanks for the great review and the 5-stars rating! We are very delighted to hear how much you are enjoying your Sony Earbuds! Their amazing Noise Cancelling and Sound quality, really makes the difference!

Thanks for choosing Sony, have a wonderful day!
-DiegoV

Hi Fjd93, Thanks for the feedback. While we're happy that you like the features of the earbuds, we're sad that you are not impressed with the sound quality and fittings, causing you to return them. There is actually a literature available in our support site that can help or show you how to properly wear the earbuds : https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html Also, your earbuds came with multiple set of ear tips you can choose from and in addition the “Sony | Headphones Connect” app can help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc. Again, we apologize for inconvenience and your feedback can help us improve in the future. We hope you'd still consider our products in your next purchases. Thanks for choosing Sony! -Craig

Hi Morel,

You made the right choice upgrading to the Sony WF-1000XM5! We're glad that you like the fit of the headphones. We also understand your concern about the battery life. Rest assured that there are no known battery issues with the WF-1000XM5.

If you still have the WF-1000XM4, make sure to follow the troubleshooting steps on this link to help resolve the battery issue:

https://www.sony.com/electronics/support/articles/00284577

If still not resolved, please 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 EverlynL, we are so happy to hear that you're enjoying the Sony - WF1000XM5! The rich sound quality and noise canceling technology of these earbuds are unbeatable. We thank you for your loyalty, and preference in our Sony products. Regards, -Dominick

Hello DonaldI,

Thank you for considering Sony products.

We sincerely apologize for the inconvenience you experienced with the WF-1000XM5 earbuds, particularly regarding their tendency to fall out easily and the sound quality issues that prompted your decision to return them. We value your feedback immensely, as it plays a crucial role in our continuous efforts to improve our products. Rest assured, we will share your comments with our dedicated Sony teams for their review as we work diligently to enhance our products.

Best regards,
-Fred

Hi TiffanyB,

We are truly sorry to experience that your WF-1000XM5 earbuds have not met the high standard of performance you’ve come to expect from your previous Sony LinkBuds.

We appreciate your honest comments regarding the case design and the grip of the earbuds. Feedback like yours is invaluable to our design team as we look to improve the ergonomics of future products.

To address the audio and call quality issues you described, we recommend the following troubleshooting steps:

1- The "piercing" sound or poor audio quality is often related to the fit or the earbud tips.

Use the "Determining the optimal earbud tips" function in the Sony | Sound Connect app. A proper airtight seal is essential for balanced sound and effective Noise Canceling.

Additionally, ensure your earbuds are updated to the latest version via the app, as firmware updates frequently include "Call Quality" improvements and tuning refinements.

2- If environmental noises like cash registers are being amplified over voices, your Ambient Sound Mode settings may need adjustment:

- Open the Sound Connect app and check your Ambient Sound Control settings. You can toggle "Focus on Voice" to help the microphones prioritize speech over high-pitched background noises.

- Adaptive Sound Control: If this feature is on, the earbuds may be switching modes automatically based on your location. Try disabling it to see if the sound remains more consistent.

3- Distortion during calls can sometimes be caused by wireless interference or a poor Bluetooth "handshake."

In the app, try setting the Service Link or Bluetooth Connection Quality to "Priority on Stable Connection."

If you continue to find the audio quality unsatisfactory after these adjustments, please reach out to our support team so we can look into this further for you:

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

Thank you for considering Sony!

Regards,
Dominick

Hi RebeccaR, awesome! Glad you had a wonderful experience with your purchase! Enjoy your new earbuds! Thanks for choosing Sony! ~Earl

Hello Happy,

Thank you for choosing Sony!

We're glad you're enjoying the WF-1000XM5 earbuds. Their advanced noise-cancelling technology really makes a difference in noisy environments. Your experience motivates us to continue delivering high-quality products.

Best regards,
-Fred