Customer Ratings & Reviews

Hello DakotaD,

Thank you for considering Sony products.

We truly appreciate your insights regarding the WF-1000XM5 earbuds and sincerely apologize for the inconvenience you’ve experienced with the earbuds not powering off or turning on properly when removed from the case. We appreciate your comments about the app and will share them with our team as we work to improve our products.

To help resolve these issues, we recommend trying the following steps:

1. Resetting the headset: This can often fix power-related problems. You can find detailed instructions here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

2. Initializing the headset to restore factory settings: This will reset the earbuds to their original settings and may improve performance. Instructions are available here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

If the problem continues, the best next step is to contact our dedicated support team for advanced troubleshooting. You'll find all the necessary contact options and resources at this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Best regards,
-Fred

Hi Carlos, We are sorry to hear about what happened. Despite your experience, it's good to know that your Sony WF1000XM5 wireless in-ear headphones are the best headphones for you. We take all user input seriously and will make sure your comments reach the appropriate person. Thank you for choosing Sony! Vincent

Hi Mari,
Thank you so much for the feedback. We're glad to hear you're enjoying the sound quality of your WF-1000XM5 earbuds, but we're really sorry to hear you're having connection issues and that they aren't working as seamlessly as they should with Siri and your notifications. That's definitely not the experience we want for our customers. We also appreciate you letting us know about the issue with them falling out of the case.

For the connection issues and notification problems, we have a few recommendations that might help:
1. Try turning Bluetooth off on your phone and then back on. You can also try "forgetting" the WF-1000XM5 in your phone's Bluetooth settings, then re-pairing them.
2. Make sure your earbuds have the latest software. You can do this through the Sony | Sound Connect app.
3. A full reset can sometimes clear up persistent issues. You can find instructions for this in the following link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

We know it's frustrating to have these issues, and we appreciate your patience. If further assistance is needed, we suggest you to contact our support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We appreciate you giving Sony a chance with this product.
Sincerely,
Estefany

Hi EduardoH, thanks for the 5-star rating! We are so happy to hear that you've found the Sony - WF1000XM5, to be a great choice for you. As you noted they produce an Astonishing sound quality, and they're designed with a shape that perfectly matches the human ear. We hope this continues to be a pleasant experience for you and thank you for choosing Sony. Regards, - Dominick

Hi SaulR,

We are sorry to hear that the fit of the WF-1000XM5 didn't work out for you. We appreciate your feedback regarding the comfort and are glad you enjoyed the sound quality while you had them.

Thanks for choosing Sony.

Best regards,
Eliab

Hello k1dz03,

Thank you for choosing Sony!

We're excited to hear that you're enjoying the great sound quality and comfortable feel of the WF1000XM5 earbuds. Your recommendation means a lot to us, and knowing our earbuds have made such a positive impression truly motivates our team. Thank you for sharing your experience and for your trust in our products.

Best regards,
-Fred

Thanks for commenting, Mitch!

We are very happy to hear your satisfaction 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 you very much for the perfect star review and for choosing Sony!

- Romeo

That's awesome, JpM79! You made the right choice. 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

Hi MisaelG, Awesome! We are glad to hear that you are happy with your purchase! Thank you for choosing Sony! -Carl

Hi Juan,

Thanks for the 4-star review! We're happy to hear that you're loving the clear phone call quality and the amazing improvements we've made in that area. It's a key focus for us to ensure a reliable and clear connection for calls.

We appreciate you bringing up the connection issue with certain devices, and you're right, that's something that shouldn't be happening. If you continue to experience this, we'd recommend trying a few troubleshooting steps like a simple restart, or checking the "Prioritize Stable Connection" setting in the Sony | Sound Connect app to see if that helps. You can find more information on the following link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780014.html

Thanks for choosing Sony, have a great day!
DiegoV

Hi Baboo,

Thanks for sharing your awesome experience with the WF-1000XM5! We are extremely pleased it suits your needs. 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 your purchase and for choosing Sony!

- Romeo

Hello Jkdk,

Thank you for choosing Sony!

We feel privileged to know that you're enjoying the WF1000XM5 earbuds! It's most rewarding to hear that they fit perfectly and that the sound quality has left such a positive impression on you. Thank you for sharing your experience, and we hope you continue to take them with you wherever you go.

Best regards,
-Fred

Hi Will,

We're so glad to hear that your wife is enjoying her Sony earbuds, and thank you so much for sharing a fantastic 5-star review! We're pleased you highlighted both the battery life and sound quality—two features we're proud to deliver with the WF-1000XM5.

Thank you for choosing Sony—wishing you a wonderful day!
DiegoV.

Hi Switch, we're glad you like our product. We understand your feedback on pairing this unit with your Apple device. You can find this link helpful in pairing your Apple device with the earbuds:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779840.html?search=iphone

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 Pennsylvania, Thank you for the feedback on your experience with the Sony WF1000XM5. While we're glad you like the improved sound clarity and comfortable fit of these earbuds, we regret to hear that they didn't fit securely in your ear, and it had to be returned. 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. If you have any specific suggestions or features you'd like to see, feel free to share them with us. Your insights are important to us as we work to meet and exceed your expectations.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. I hope you consider our Sony products in the future. Thank you for sharing your feedback. -Sam

Thank you for your fantastic review, AntonioG!

We are so pleased to hear how much you and your family are enjoying the WF-1000XM5 earbuds. It is wonderful to know that you are happy with the great sound and compact size. We designed them to deliver premium sound quality and effective noise canceling in a comfortable and discreet form, and it's incredibly rewarding to know that we have succeeded.

Thank you again for choosing Sony and for sharing your experience.

Best regards, Gus, Sony Social Media Team

Hi AlexB,

Awesome! You've made a great choice! We are truly happy to know your satisfaction with the amazing sound quality, very comfortable fit design, exceptional noise canceling feature, and 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 the perfect star review and for choosing Sony!

- Romeo

Hi StevenU!
We are thrilled to hear that you're having such a great experience with your new WF-1000XM5 earbuds!

To help you find that perfect fit even faster, we recommend using the Sony | Sound Connect app. It has a built-in "Determines Optimal Earbud Tips" test that measures the air tightness of your seal to let you know which size is actually best for your ears.

Thanks for choosing Sony and sharing your feedback!
Best regards,
Estefany