Customer Ratings & Reviews

Hi Emoney,

You made the right choice upgrading to the WF1000XM5! We're glad that you are enjoying the noise canceling function, sound quality, and size of the headphones. It's also great that you like the option to use any headset unit of the WF1000XM5.

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!

-Ralph

We're glad that you are enjoying your new Sony earphones, WhyWhen! We're glad you're happy with your purchase. Make sure to keep your device's firmware up to date to enjoy all its features. Thanks for choosing Sony! -Craig

That's great to hear, RobinD! We're happy that you like your new headphones. Enjoy and thanks for choosing Sony. -Craig

Hi there,

That's fantastic! It is really lovely to hear that you are well-pleased 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

Hi CharlieC, it is nice to know that you love your new earbuds. Thanks for choosing Sony! ~Earl

Wonderful, Cza91! We're glad that you like the sound quality of the earbuds. Enjoy and thanks for choosing Sony. -Craig

Hi Bmar916, we're sorry to hear that you had returned your Sony unit. It is recommended to follow this link when wearing the unit and secure the fit:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html?search=wearing

We have our Support team that is always happy to assist. You may 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 John, That's awesome! We're very pleased to hear that you were able to find the most suitable noise cancelling configuration to perfectly suit your needs. 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

Hi Ref3129,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the fit of the headphones. Your feedback about the Speak-to-Chat function is greatly appreciated. The Speak-to-Chat mode activates when the headset detects the speech of the person wearing the headset, but in rare cases, it may activate in response to vibrations caused by devices such as electric toothbrushes, electric massagers, and electric shavers, or by activities such as brushing your teeth, coughing, or humming. In cases where the Speak-to-Chat mode frequently activates by accident, set Speak-to-Chat to “L Sensitivity”. You can change the sensitivity by using the Sony Headphones Connect app. For more information, please refer to these links:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783877.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 RandyV,

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

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 Sound 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.

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

Please note that usage hours may vary depending on the settings and usage conditions. Make sure to charge both earbuds sufficiently. You may find these links helpful:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781965.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.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 TexasJim47,

Awesome! We're happy to hear that you like the sound quality and comfortable design of the headphones. Thank you for choosing Sony!

-David

Hi Michael,

Thank you for taking the time to share your feedback regarding the WF-1000XM5 earbuds. We genuinely appreciate hearing your honest opinion, as it helps us understand our customers' experiences.

We are sorry to hear that the WF-1000XM5 did not work out for you. We take your points about the fragile feel, sensitive touch controls, and app functionality seriously.

We would like to share information on features that address some of your concerns, as they may offer ways to improve your experience:

- Touch Sensor Sensitivity and Customization: We understand your frustration with accidentally activating the controls. The good news is that the functions of the touch sensors can be customized using the Sony | Headphones Connect app! You can change what each sensor does, or even disable some functions if desired, which can help manage accidental touches.

For a complete list of customizable options and what you can do with the Sony | Headphones Connect app, please visit this helpful guide: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html

- Sound Quality: While sound preference is subjective, the WF-1000XM5 offers a high degree of sound customization through the equalizer settings in the app.

You may find these useful recommendations on improving sound quality helpful: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html?search=sound%20

Regarding your concerns about the fragile and cheap feel, we continuously strive to balance compact design, performance, and durability in our products.

If you are interested in exploring the customization options further or need more personalized guidance on the app settings or sound adjustment, please contact our technical support team:

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

Thank you for considering Sony products!

Best regards,
Dominick

Hi Earbuds,

Thanks for the feedback! We're glad to hear the WF-1000XM5 earbuds themselves are working well for you. We're really sorry to hear about the issue you're having with the charging case. That's definitely not the experience we want our customers to have. We'll certainly pass this feedback about the case durability and design to our product development team. It's valuable insights like yours that help us improve.

Thanks for choosing Sony, have a great day!
DiegoV

Hi iiGR33DYii, thank you for your honest review of the Sony - WF1000XM5. We're very glad to hear you're enjoying the powerful bass and the impressive noise cancellation, it's great to know the music experience stood out for you!

We're sorry to hear you're having issues with the call quality. That's definitely something we take seriously, and here are some troubleshooting steps that may help:
1. Make sure the earbuds are worn properly. Hold and rotate the headset unit with your thumb, index, and middle finger to adjust the headset to fit your ear.
2. If there is a gap between your ears and the headset units, your ears may not be sealed properly. Try the different ear tips included with the unit and Perform [Determines Optimal Earbud Tips] on the “Sony | Headphones Connect” app and confirm that [Earbud tips are air-tight.] is displayed.
3. Make sure the earbuds are updated to the latest firmware through the Sony Headphones Connect app.

If the issue continues, our support team is available to help you further. You can contact them through: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for considering Sony products!

Regards,
Dominick

Hi Styles,

Great! We're thrilled that you like the comfort, battery life, and functionality 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

Thanks for sharing your experience, Jandohittin! We're glad that you are impressed with the performance of your Sony WF1000XM5 Wireless earbuds. 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 ChristopherD, Awesome upgrade! We are glad to hear that you are enjoying your new WF-1000XM5 earbuds! Thank you so much for the 5-star rating! -Carl

Hi Krsna, Perfect! We're so pleased to hear that you're enjoying the excellent noise cancelling feature of the Sony WF1000XM5 especially during your workout sessions. 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

Thank you for your feedback on the WF-1000XM5, ThomasC. We're glad to hear you find them fantastic overall. We understand your concern about the buds being a bit tricky to remove from the case, which can lead to fumbling.

A potential solution might be to ensure the buds are magnetically secured when docked in their case, providing a more secure grip for easier removal. Additionally, adjusting the angle or grip when removing them can help prevent drops.

If you have further concerns or need assistance, please don't hesitate to reach out to our customer service. Thank you for choosing Sony!
Gus

Hi TomM, Thank you for your feedback with the Sony WF1000XM5. We're very happy to hear you like the comfortable and stable fit of these earbuds. We value your input about the charging case and strive to continually improve our products to meet the expectations of our customers. Thanks for choosing Sony! -Sam