Customer Ratings & Reviews

Hello DouglasH,

You made the right choice! We're happy to hear that you like your new Sony headphones. We appreciate the 5-star rating and thank you for choosing Sony!

-David

Hi WesleyP,

Thanks for commenting. While we are thrilled that you love your WF-1000XM5, we are really sorry if you're experiencing an issue with the battery life of your WF-1000XM4. This is definitely not experience we wanted you to have. If you haven't yet, let's try to isolate and fix the problem by following the troubleshooting steps on these articles:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000432577.html
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00266785
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00271301
https://www.sony.com/electronics/support/articles/00284577

You may also try the steps on these links to refresh the content of the headphones:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428696.html
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428697.html

And lastly, as a general recommendation, if you haven't tried yet, we recommend updating its firmware to the latest version. The firmware update improves the functionality and features of the headphones. It also provides fixes to any performance issues that you are encountering.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/downloads

If the issue persists or you may need more information/technical assistance, please feel free to email 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:
BestBuy Username:
Model Number:
Issue:
Telephone Number:

We value you, and thank you very much for choosing Sony!

Best regards,

Romeo
Sony Social Support

Thank you for sharing your feedback about the WF-1000XM5, LewisM. We're delighted to hear that you've had a positive experience with the product and that it continues to perform well even after being dropped several times. At Sony, we strive to design our true wireless earbuds not only for exceptional sound quality and innovation, but also with durability in mind, so your experience with their resilience is especially appreciated.

We recognize that the WF-1000XM5 is an investment, and we are grateful for your trust in choosing an original Sony product. Your acknowledgement of its value serves as encouragement for our continuous efforts to deliver original and high-quality devices. If you have any suggestions or need support, please don't hesitate to reach out. Thank you again for being part of the Sony community and for sharing your experience with us.

Best regards,
Gus
Sony Social Media Team

Hi BrandonF, thanks for choosing and purchasing our product. We're sorry to hear that you have issues with your Sony unit. For low sound level, please follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780052.html?search=low%20volume

When wearing the unit for better fit, you can follow this link:

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:

~Earl

Hi Kate, We are happy that our WF1000XM5 wireless in-ear headphones are the best headphones for you and that you are super impressed with their call quality. Thank you for your purchase. Enjoy! Vincent

Hi Lima,

Thanks for commenting. The WF-1000XM5 supports a multipoint connection. You can switch easily between two audio sources without going through the standard Bluetooth reconnection process. For more details, check out the following article:
https://www.sony.com/electronics/support/articles/00249936

Should you need more assistance, 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:
BestBuy Username:
Model Number:
Issue:
Telephone Number:

Thank you very much for your purchase, and thank you for choosing Sony!

Best regards,

Romeo

Hi D0rian211,

We regret to hear that you are not satisfied with the headphones. Sony's commitment to customer satisfaction is our top priority.

For optimum performance, it is recommended to wear both earbuds properly. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible. 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, tap operations or Speak-to-Chat speech detection may not work correctly, or you may not obtain the correct sound qualities, noise canceling effects, or call performance. 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 Sound Connect” app will help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc.

Additionally, you can use the Equalizer/CLEAR BASS setting of the Sony app to fine-tune the sound quality to your needs.

For more information, please refer to these links:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.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 AhmetC,

Thanks for sharing your review and experience with the WF-1000XM5. Your feedback about its comfort is greatly appreciated. For optimum fit and comfort, make sure that you are wearing the headphones properly. You may find this link helpful:

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

Hope this helps. In case you need further assistance, please email us at socialsupport@am.sony.com with the following details:

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 sour,

Awesome! You've made a great choice! We are very happy to know your satisfaction with the customizable settings through the Sony Headphones Connect app and very responsive touch control function 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 your purchase and for choosing Sony!

- Romeo

Hi Nickname, Thank you for the 5-star rating! We're glad to hear you love the easy Bluetooth pairing and overall features of your Sony WF1000XM5. Thanks for choosing Sony! -Sam

Hi PhilH,

We sincerely apologize if you're experiencing battery life issues with your Sony headphones. This is not the experience we intended for you. It's possible that you may be referring to a different model, as the WF-1000XM5 was released in July 2023. To troubleshoot your battery life/audio issue, please refer to the following article:
https://www.sony.com/electronics/support/articles/00204551

We want to ensure you're taken care of and assist with your unit. Can we contact you directly for assistance? If so, please email the following information to socialsupport@am.sony.com:

- Full Name
- BestBuy Username
- Telephone Number
- Sony Headphones' Model Number
- Issue/Concern

Apologies if you've already provided some of this information in your review or to customer service. We aim to have accurate details for effective communication.

We appreciate you being a Sony customer. Sorry for any inconvenience, and we hope to speak directly to resolve this matter.

Thank you for allowing us to assist you.

Sincerely,

Romeo
Sony Social Support

Hi Pablok, thanks for choosing and purchasing our product. We're glad you like the sound quality of the WF1000XM5. We're sorry to hear that you have an issue with your Sony unit. Please isolate the issue by following this link:

https://www.sony.com/electronics/support/articles/00235161?utm_source=glean

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:

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. Thanks for choosing Sony. ~Earl

Hi Matt,
We're really sorry to hear that you're not having a great experience with the WF-1000XM5 earbuds. We totally understand how frustrating it can be when something does not fulfill your expectations, especially after enjoying the WH-1000XM4 for so long.

For a better fit, we recommend trying out some of the various ear tips available, as they can make a big difference. Also, It's worth mentioning that you can actually fine-tune the noise cancelling feature through the Sony | Sound Connect app to see if that helps with the performance.

If you still have concerns or need assistance, please don’t hesitate to reach out to our technical support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for considering Sony products and for your feedback.
Sincerely,
Estefany

That's awesome, Tendrils! We're glad you are happy with your purchase. Enjoy and thanks for choosing Sony. -Craig

Hi MahmoodN, we're glad you had a great experience purchasing our product. We hope you are enjoying your new earbuds! Thanks for choosing Sony! ~Earl

Hi Silver, great! We're glad you love our product! 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. Thanks for choosing Sony. ~Earl

Hi JoseR,

Thank you for your review. We are sorry to hear that you are experiencing discomfort and issues with the fit on your WF-1000XM5. These headphones come with multiple ear tip sizes to help users find the best fit, but we understand that this might not work for everyone. We recommend trying different sizes and ensuring they are properly inserted for optimal comfort and security. For more information, please visit the following article:
https://www.sony.com/electronics/support/articles/00262839

Regarding the bass performance, the WF-1000XM5 is designed to deliver high-quality sound with a balanced audio profile. However, personal preferences for bass can vary. You might find it helpful to use the Sony | Sound Connect (Formerly Sony | Headphones Connect) app, which allows you to adjust the equalizer settings to enhance the bass to your liking. I hope this helps.

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

Should you need more information/technical assistance, please email us at socialsupport@am.sony.com with the following details and we'll be more than happy to assist you.

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

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

Hi NoahM,

Thank you for taking the time to share your feedback regarding the WF-1000XM5 earbuds.

We appreciate you providing detailed comments on the perceived build quality, fit, sound performance, and the transparency mode functionality. We are truly sorry to hear that you experienced difficulties with these aspects of the product.

We will certainly ensure your valuable comments are shared directly with our product development team for thorough review as we continuously strive to improve future products.

Thank you for considering Sony products!

Regards,
Dominick

Hi WilliamH,

Fantastic! We are extremely pleased it suits your needs. We are sorry if you are experiencing some audio/sound cuts out issue. The following article may help resolve this problem:
https://www.sony.com/electronics/support/articles/00232102

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