Customer Ratings & Reviews

Thanks for commenting, Suresh!

We are truly 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 so much for the perfect star review and for commending Sony!

- Romeo

Thanks for commenting, Andrade!

You've definitely made a great choice! We are very happy to hear your satisfaction with the smaller & lightweight design and customizable settings/controls using the Sony Headphones Connect app of the 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 very much for the perfect star review and for choosing Sony!

- Romeo

Hi ZachB,

You've made a great choice! We are truly happy to hear your satisfaction with the amazing performance & quality and reasonable price of your WF-1000XM5. We greatly appreciate your recommendation!

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 DenisG, We are truly sorry to hear about your disappointment on the Sony XM5 Wireless earbuds, This is definitely not the experience we wanted you to have.

First, for optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app). Here's the link for the firmware update.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

Second, please try these steps to resolve the connection issue:
-Check that the headset is turned on.
-Check that the Bluetooth device is turned on and the Bluetooth function is on.
-If the headset automatically connects to the last connected Bluetooth device, you may fail to connect the headset to other devices via a Bluetooth connection. If this is the case, operate the last connected Bluetooth device and disconnect the Bluetooth connection.
-Check if the Bluetooth device is in sleep mode. If the device is in sleep mode, cancel the sleep mode.
-Check if the Bluetooth connection has been terminated. If terminated, make the Bluetooth connection again.
-If the pairing information for the headset has been deleted on the Bluetooth device, pair the headset with the device again.
-Charge the charging case.
-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 and the device again.


You may refer to this links on how to reset and initialize the headset:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

You may also find this link helpful:
https://helpguide.sony.net/mdr/hpc/v1/h_zz/index.html
https://helpguide.sony.net/mdr/2963/v1/en/index.html


Hope this helps and in case you need further assistance, 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


Regards,
-Craig

Hello CarlosV,

Thank you for considering Sony products.

We are truly sorry to hear you're running into difficulties with your WF-1000XM5 earbuds, specifically regarding connection, comfort, and fit. We certainly regret the frustration this has created.

To address the connection issues, please follow these key troubleshooting steps:

1. Firmware Update to Version 5.0.2: Install the latest software for stability improvements. https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

2. Reset the Headset: This can clear temporary bugs without erasing pairing information. https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

3. Initialize (Factory Reset): Use this step to fully restore the headset settings if the reset doesn't work. (Note: This will delete all pairing information.) https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

A secure fit is essential for both comfort and sound quality, and we want to help you get the best experience possible. We recommend you contact our support team directly. They can provide personalized advice and further assistance to help you find a proper fit and ensure you are getting the most out of your earbuds.

You can reach our support team here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Fred

Hi MusicFan,

While we are pleased you are satisfied with the smaller design of our WF-1000XM5, we sincerely apologize if its noise canceling and sound quality didn't live up to your expectations, and that it had to be returned. This is certainly not the experience we wanted you to have. The following information is important in order to maximize the noise canceling function and sound quality for music and calls of the WF-1000XM5:
https://www.sony.com/electronics/support/articles/00262839

We greatly appreciate your feedback, and we are hoping that you will consider Sony again in your future purchase.

Best regards,

Romeo
Sony Social Support

Hi Mjd74, thanks for choosing and purchasing our product. We're sorry to hear that you have issues with your Sony unit. This is not the experience we want you to have. We'd like to turn your opinion around regarding these WF1000XM5 earbuds.

Gently pull up on the top of your ears, put the earbud tips in your ear canal, and then twist the earbuds into place. This makes sure the earbuds are firmly in the ear canal. For earbud tip issues, it is highly recommended to follow this link:

https://www.sony.com/electronics/support/articles/00262839?utm_source

To improve the bass on your WF1000XM5 earbuds, you can try adjusting the Equalizer settings in the Sony Sound Connect app (Formerly Sony Headphones Connect app). Please follow these links for more details and to improve sound quality:

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534533.html?search=equalizer

https://helpguide.sony.net/mdr/wh1000xm5/v1/en/contents/TP1000534519.html?search=sound%20quality

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 DominicP, Thank you for giving the WF1000XM5 a perfect rating! We're glad to hear that your new Sony WF1000XM5 worked as advertised, providing you with performance and quality you expected. 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! -Sam

Hi DLM2,

Thank you for bringing this to our attention, and we are really sorry for the inconvenience. It is unfortunate to know that you had encountered some issues with your WF-1000XM5 and that it had to be replaced three times. This is certainly not the experience we were hoping you would have. Despite the problem, we are glad to know that you love the amazing performance of your WF-1000XM3 and exceptional noise canceling function of the WF-1000XM5. We want to make sure you’re taken care of and help check on your headphones. May we contact you directly to assist you? 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.

Sony Case Number:
Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

We value you being a Sony customer. Sorry for the inconvenience and hope to speak directly to try to resolve this matter.

Thank you for letting us help assist you.

Sincerely,

Romeo
Sony Social Support

Hi Alaska907,

Thank you for sharing your experience with the Sony WF-1000XM5. We're truly sorry to hear that the earbuds didn't provide the fit and comfort you were hoping for. Everyone's listening needs and ear shapes can be different, and while the WF-1000XM5 includes multiple ear tip sizes designed to help with comfort and secure fit, we understand they may not have been the right match for you.

Your feedback is valuable to us, as it helps us improve future designs. We appreciate you giving them a try and hope you'll consider us again in the future for your audio needs.

Thanks for considering Sony products!

Regards,
Dominick

Hola MariaG, ¡Gracias por elegir Sony! ¡Disfruta! Vincent

Hi GaryR,

Thanks for reaching out to us. We regret to know that you're not having the best experience with your WF-1000XM5 and you find them uncomfortable during use. This is not the experience we want you to have.

To ensure optimal performance, as well as to obtain the best fit and prevent the headset from falling out, change the earbud tips to ones that fit more snugly in your ears. If you feel earbud tips are difficult to put into your ears, change the size of earbud tips or squeeze earbud tips lightly before wearing the headset. When wearing them, gently pull up on the top of your ears, put the earbud tips in your ear canal, and then twist the earbuds into place. This makes sure the earbuds are firmly in the ear canal.

Please make sure to follow the guide from this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00262839

If you still have the unit, please let us know so we can turn your experience around. You may send us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Jess

Hi Pjsmooth,

You made the right choice! We're thrilled that you are enjoying the sound quality 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

Hi CarlosD, Awesome! We're very happy to hear that you loved your new Sony WF1000XM5 and that you've noticed the improvements and upgraded features we've made. 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! -Sam

Hello DianaP.

Thank you for considering Sony products. We're so glad you appreciate the color and sound quality. Your feedback about the size, weight, and comfort during movement is really important to us, and we sincerely apologize for any inconvenience this has caused you.

To help with this, please try experimenting with all the different eartip sizes included with your WF-1000XM5. A proper seal is often key to a secure fit and can prevent accidental disconnections.

Additionally, we recommend reviewing our wearing guide to ensure you're positioning the earbuds correctly for optimal stability: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html.

For assistance with sound issues, we recommend following the steps outlined in this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779959.html.

If the issue continues after the provided steps, or if you require assistance with any step, please contact Sony Support for tailored help: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones.

Best regards,
-Fred

Hi DavidB87,

Fabulous! We are truly delighted to know about your satisfaction with the exceptional quality 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 so much for the perfect star review and for choosing Sony!

- Romeo

Hi DavidD, Great! We're glad that you like the sound quality. The WF-1000XM5 feature 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 favourite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity. Thank you for choosing Sony. Erin

Wonderful, RichardW! We're glad that you made the upgrade with our new XM5 Wireless earbuds. 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! -Craig

Hi ScottA,

Thank you for the review. We're glad to hear that you like the build design of the headphones.Our WF-1000XM5 earbuds feature a shape that perfectly matches the human ear with an ergonomic design for a more stable fit. We’ve designed the WF-1000XM5 utilizing extensive ear-shape data collated since introducing the world’s first in-ear headphones in 1982. Our continuous evaluation of different ear shapes and sensitivities has helped us design an ideal earbud shape, secure and comfortable for almost everybody. New Noise Isolation Earbud Tips are made from an exclusive material that improves fitting and increases comfort thanks to reduced pressure in the ear due to a newly designed shape. The earbuds come in four sizes, including a new extra small version so you can find the perfect fit for your ears to maximize sound quality and minimize outside noise.

For further assistance, please email us at socialsupport@am.sony.com with the following details:

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

-David