Customer Ratings & Reviews

Hi sksk,

While we're thrilled that you're satisfied with the amazing sound quality of your WF-1000XM5, we're really sorry if it didn't live up to your expectations and that it had to be returned. This is certainly not the news we'd like to hear from you. We greatly appreciate your feedback about the design of these headphones. And for optimum fit, comfort, and to keep the headphones from falling out, we always recommend performing the steps on this article:
https://www.sony.com/electronics/support/articles/00262839

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

Sincerely,

Romeo

Hi MikeB, Thanks for the feedback. We apologize if you're having trouble with the fittings. The New Noise Isolation Earbud Tips are made from an exclusive material that improves fitting and increases comfort. The earbuds come in four sizes, including a new extra small version. For optimum fit, comfort, and in order to maximize the noise canceling function and sound quality of these headphones, we always recommend following the steps on this article:
https://www.sony.com/electronics/support/articles/00262839 Hope this helps. Thanks and regards, -Craig

Hi Wayne,

Thanks for reaching out to us with your concerns. we regret to hear you're not having the best experience with this earbud headphones and you've been running into some issues. 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. For more details about Connecting the headphones to 2 devices simultaneously (multipoint connection), please visit the links below.

https://www.sony.com/electronics/support/articles/00249936
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1001106282.html

• Multipoint connection works with only two devices at a time.
- A third device can be connected through Bluetooth, however, the Bluetooth connection with the last device that played music will stay connected and the second device will be disconnected in order for the third device to establish the Bluetooth connection with the headphones.
• Download the Sony Headphones Connect app on one of the devices and make sure it has the latest update.
• If you want to play music from the other device, stop playback on the device that is playing the music, and start playback by operating the other device.
Even if you start playback by operating the second device while playing music on the first device, the music from the first device will continue to be heard via the headset. In this state, if you stop playback on the first device, you can listen to music from the second device via the headset.
• To ensure you get the best Bluetooth connection, please set the headphones Bluetooth Connection Mode to “Priority on stable connection”.
• We also recommended updating the firmware of the headphones (via the Sony Headphones Connect app) for optimum performance.

It's unfortunate that you are considering returning the unit. We want to make sure you’re taken care of.
If you still have the unit, may we may we contact you to help? If so please email the below information to socialsupport@am.sony.com.

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

Sincerely,
Jess

Hi Eyeviewnyc, thanks for commenting. We're sorry if the price and sound quality of our WF1000XM5 didn't live to your expectations. This is certainly not the feedback we hoped to receive. For low sound quality, some of these issues can be fixed by following the steps provided on this Help Guide link:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956

Also, when you want to prioritize the sound quality, we recommend selecting the “Priority on sound quality” mode from the “Sony | Headphones Connect” app.

Additionally, the following information on this article is important in order to maximize the noise canceling function and sound quality for music and calls.
https://www.sony.com/electronics/support/articles/00262839

I hope this helps.

Should you 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:

Thank you for choosing Sony.

Best regards,

Romeo
Sony Social Support

Hi JTYYZ, we're sorry to hear that you have an issue with your Sony unit. Please initialize your earbuds by following this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html?utm_source

You can also find this link helpful:

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

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 KarenX,

We regret to hear that you were not satisfied with the WF1000XM5. Sony's commitment to customer satisfaction is our top priority. Rest assured that your feedback will help us improve our products and services.

For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app). It is also 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.

Thanks again for sharing your review and we hope you will consider Sony for your future purchases.

-Ralph

Hello GhostX007,

Thank you for considering Sony products.

We appreciate your feedback regarding the WF-1000XM5 and are delighted to know you enjoyed them overall. Regardless, we sincerely apologize for any inconvenience you experienced while using the noise cancellation feature during calls.

To assist us in gathering more information regarding this matter and to work together towards a solution, please reach out to us via email at socialsupport@am.sony.com. We kindly ask that you include the following details in your message:

- Name:
- Bestbuy Username:
- Model Number:
- Description of the Issue:
- Telephone Number:

Thank you for your patience, and we look forward to assisting you further.

Best regards,
-Fred

Hi BettyW, we're sorry to hear that you had returned your Sony unit. We really wished we could turn your opinion around regarding our WF1000XM5. This link is recommended when you can't hear the other person talking, or they can't hear you during a phone call:

https://www.sony.com/electronics/support/articles/00298371?utm_source=glean

We have our Support team that is always happy to assist. You can email us anytime at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

We hope you consider Sony again. ~Earl

Hi Shesaa, thanks for choosing and purchasing our product. We understand your feedback regarding the fit of your Sony unit. Please 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. You can 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:

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 Moulton,

We regret to hear that you are not satisfied with the WF1000XM5. Your feedback is extremely important to us and is very much appreciated.

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. If any of this is the case, try the following.

-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.
-Check that you are wearing the headset properly in your ears. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible. You may also find this link helpful:

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

Aside from having the right fit, the steps on this link may help you have a better experience with the noise canceling function:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html

Make sure to also update the software version of the headphones (via the Sony Headphones Connect app) for optimum performance.

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 BillM, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the noise canceling feature of your Sony unit. If the noise canceling effects are not sufficient, please follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html?search=noise%20canceling%20

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 ERICK, Thank you for the feedback on your experience with your WF1000XM5. While we're glad you like the comfortable fit, we regret to hear that the noise canceling did not live up t your expectations. If The noise canceling effects are not sufficient, please follow the troubleshooting steps on this link to ensure optimal noise canceling experience. https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html

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

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

Regards,
Sam

Hi Moose98,

We're truly sorry to hear you are having issues with the WF1000XM5 earbuds, that's definitely not the experience we want you to have. We'd love to help.

To address both conditions, firstly, reset the earbuds by following the instructions in the link below: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

If the issue persists, perform a factory reset by following the instructions in the link below:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

We hope you find the information helpful! Thanks for choosing Sony.
-Aldair

Hi Disneyguy, We apologize for the issues you have experienced with the WF1000XM5. If the connection is unstable, such as when producing only intermittent or crackling sound, select “Priority on stable connection” using the “Sony | Headphones Connect” app. For more details, please refer to this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781983.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

Hi TracyT, thanks for choosing and purchasing our product. We're glad you like the sound quality of it WF1000XM5. We're sorry to hear that you have an issue with the fit of your Sony unit. Please 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=fit

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 NathanL, Thanks for sharing your feedback. We apologize if your ears hurt when using the earbuds. The WF1000XM5 comes with 4 earbud tips (SS/S/M/L).The M-sized earbud tips come attached to the left and right headset units at the time of purchase.

If you feel the size of the earbud tips does not fit of large enough to hurt your ears, you can change the earbud tips. 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. Hope this helps. Regards, -Craig

Hi AryabrataV, we're truly sorry to hear that the WF-1000XM5 earbuds didn't provide the comfort you expected, especially compared to your LinkBuds S. We understand that comfort is incredibly important, particularly for extended listening.

Since you found the WF-1000XM5 to be too large, we'd like to recommend exploring our other earbud options that prioritize a more compact and ergonomic design. If you prefer an in-ear style but with a smaller footprint than the WF-1000XM5, the WF-C700N are a great option known for their lightweight and snug fit.
We appreciate your feedback and it helps us improve our products.

Thank you for being a valued Sony customer and for your feedback.
Sincerely,
Estefany

Hello BenT, Thank you for the feedback on your experience with your WF1000XM5. We're so glad that you were able to get some new ear tips for your WF1000XM5 to getter a better and more comfortable fit. 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.

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! -Sam