Customer Ratings & Reviews

Hi Masterskz,

While we're glad that you like the amazing audio and noise cancellation, we're so sorry to hear you are having issues with your WF-1000XM5 Truly Wireless Noise-Canceling Earbuds, particularly with mic during a call quality. This is not the experience we want you to have. If the size of the earbud tips does not match the size of your ear canals or the headset is not properly worn on your ears, tap operations or the speech detection of Speak-to-Chat may not be successful, or you may not obtain proper sound qualities, noise canceling effects, or call performances.

If any of this is the case, 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 require further assistance regarding your concern, please email the below information to socialsupport@am.sony.com.

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

Regards,
Jess

Hi Justaname,

Thank you for your honest review! We're glad to hear you’re finding the WF-1000XM5 earbuds to be a good all-around choice, especially with the improved conversation quality. Your feedback on sound quality is appreciated, and we hope they continue to meet your needs. Enjoy your listening experience!

Thank you for choosing Sony!
-Maria

Hey Able,

Awesome! You've made a great choice! We are truly happy to know that you're satisfied with the exceptional sound quality and superb performance of your WF-1000XM5. Thank you so much for the perfect star review and for choosing Sony!

- Romeo

Hi BigU, we're glad you like your new earbuds! Thanks for choosing Sony. ~Earl

Hi Derrick, Thanks for the positive feedback on the new Sony WF1000XM5 Wireless earbuds. We're glad to hear that you are impressed with the sound quality of the earbuds. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best truly wireless noise-cancelling performance on the market1. With a specially designed driver unit, for wide frequency production, deep bass and clear vocals, these headphones are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. Thanks for choosing Sony! -Craig

Thank you for sharing your fantastic review, TristanG!

We are absolutely thrilled to hear that you find your WF-1000XM5 earbuds to be seriously killer and that "these things rip!"

We are glad they are providing you with an outstanding audio experience. We also appreciate your note that while they are great, they are not intended as Personal Protective Equipment (PPE).

Thank you again for choosing Sony!

Best regards, Gus, Sony Social Media Team

Hi xlivelove, Thank you for the feedback on your experience with your WF1000XM5. We're sorry to hear that these earbuds didn't live up to your expectations. This is definitely not the news that we would like to hear. Please allow us to help you and turn this into a better experience. To ensure you are getting the most out of your WF-1000XM5, if you haven't yet, please update its firmware to the latest version. The firmware update improves the functionality and features of the headphones.
If you're underwhelmed with the sound quality, please follow the steps on this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html

And if the noise canceling effects are not sufficient, please refer to this link for troubleshooting steps: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html

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. Thanks for choosing Sony! -Sam

Hi Best, Thanks for commenting! We are very happy to know that you're enjoying the amazing sound quality of your WF-1000XM5. Thank you very much for your purchase and for commending Sony! - Romeo

Hi Victor,
Amazing! We're happy to hear that your investment with your WF1000XM5 noise canceling earbuds is worth it. Thank you for your recommendation and for choosing Sony! - Kris

Thank you for the wonderful review, Spen!

We're thrilled to hear that you feel it "doesn't get any better than these" when describing your WF-1000XM5 earbuds! It’s great to know that you are enjoying the premium audio quality.

We also appreciate you noting that the connection and usability are "pretty seamless" even when paired with your iPhone. We work hard to ensure our products deliver an exceptional experience regardless of the device you use, and your feedback is a great validation of that effort.

Thank you again for choosing Sony!

Best regards, Gus, Sony Social Media Team

Hi TooEz, thanks so much for your review! We're very glad to hear you're enjoying the Sony - WF1000XM5! They truly offer a premium listening experience with industry-leading noise cancellation, rich, detailed sound, and clear call quality. We're sorry if they didn't feel the most comfortable for you. Have you had the chance to try the different sizes of soft, noise-isolating ear tips that come in the box? They're designed to help you find the best fit for comfort and sound performance, a simple switch can make a big difference! We appreciate your feedback and thank you for choosing Sony. Best regards, -Dominick

Hi AlexanderM, we're happy that you are enjoying your new headphones! Thanks for choosing Sony. ~Earl

Hi Keith, we're glad you like the sound quality and features of our industry-leading noise canceling 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. Thanks for choosing Sony. ~Earl

Hello Trixie,

Thank you for sharing your review of the WF-1000XM5 earbuds. We’re thrilled to hear that you enjoy the exceptional sound quality. However, we understand that you encountered some challenges with their functionality, particularly during video calls on your Samsung phone.

To resolve the video call issue, it's essential to ensure that the appropriate Bluetooth profiles are being utilized. The Advanced Audio Distribution Profile (A2DP) is designed for music playback, while the Hands-free Profile (HFP) and Headset Profile (HSP) are meant for voice calls. If your earbuds are connected via the A2DP profile, you may experience difficulties during voice calls. Please make sure to select either the HFP or HSP profile when using the earbuds for video calls.

Additionally, check the audio settings in your video calling app to confirm that the earbuds are set as the audio input and output device. If the issue continues, consider restarting your phone, resetting the earbuds, or trying a different video calling app to determine whether the problem lies with the earbuds, the app, or the phone itself.

If the issue persists, we recommend reviewing the following articles for further troubleshooting:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779964.html
https://www.sony.com/electronics/support/articles/00298371

If the problem continues or if you need further information or technical support, please do not hesitate to email us at socialsupport@am.sony.com. Kindly include the following details so we can assist you more effectively:

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

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

I hope this helps!


Best regards,

Romeo
Sony Social Support

Hi Andre, Thank you for your honest review. We would like to ensure that you get the best out of your Sony earbuds. May we contact you to help? 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.

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

Regards,
Carl

Hi Gary,
Awesome! We're glad to hear that you are happy with your new WF-1000XM5 earbuds. Your satisfaction with the superb sound quality is greatly appreciated. Thanks for choosing Sony! - Kris

Hi Denise, We are sorry to hear that the WF-1000XM5 did not meet your expectations and had to return the earbuds due to it not getting a great fit. We hope that you consider Sony again in your future purchases.

Regards,
Carl

Hi JungL,

Thanks for commenting. While we are thrilled to hear about your satisfaction with the amazing sound quality of your WF-1000XM5, we are sorry if you're experiencing comfort issue. If you wear the headset for a long time, your ears may start hurting. Use the headset while taking breaks periodically.
ref: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783400.html

And for optimum fit, comfort and to keep the headphones from falling out, we always recommend following the steps on this article:
https://www.sony.com/electronics/support/articles/00262839

I hope this helps.

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

Best regards,

Romeo
Sony Social Support

Hi TxBlkLab,

Thanks for commenting! 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

Hi DanielJ!

That's fantastic to hear! We are so glad that you love your WF-1000XM5 headphones so much that you're buying a second pair. We're particularly proud of their exceptional noise cancellation, which is thanks to our new Integrated Processor V2 and HD Noise Cancelling Processor QN2e. These work together to provide our best-ever noise cancelling, ensuring you can immerse yourself in your music wherever you go.

Thanks for choosing Sony, have a marvelous day!
DiegoV