Customer Ratings & Reviews

Hi ANewBrickForMyDisplayCase, we are truly sorry to hear about your experience with the WF-1000XM5. We completely understand how frustrating and disappointing it must feel to invest in a product, and have it fail in such a short time, especially without the support you were hoping for. That's not the kind of experience we want you to have.
We understand your frustration and want to help in any way we can. We appreciate sharing your honest feedback as it helps us improve.
Please email the information below to socialsupport@am.sony.com so we can better assist you.
Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue/Concern:
We are here to support you! Regards, -Dominick

Hi ChristianR,

Thanks for commenting! You've made a great choice! We are extremely pleased it suits your needs. We are also glad to know about your satisfaction with the superb service of Best Buy.

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

Hello BrianP,

Thank you for choosing Sony!

We're immensely pleased to hear that you love the WF1000XM5 Earbuds! It's fantastic to know that you were able to get such a great deal with the price match. Your support means a lot to us, and we hope you continue to enjoy your earbuds!

Best regards,
-Fred

Hello DeuceB,
Awesome! Thank you for sharing your experience and it's nice to know that you are enjoying your WF1000XM5. We're glad that you were able to utilized the Sony app to customize the settings to your liking. Thank you for choosing Sony! - Marco

Hi ZacharyM, Thanks for the 5-star rating! We're glad you like your new earbuds. Enjoy and thanks for choosing Sony. -Craig

Hi Sunshine, Thank you for the 5-star rating! We are glad to hear that you are happy with your purchase! Thank you for choosing Sony! -Carl

Hi MrVang, You've made a fantastic choice! We're so glad you like the great sound quality and exceptional noise cancellation of your Sony WF1000XM5. Thanks for choosing Sony! -Sam

Hi EricM,

We are sorry to hear that the Noise Cancelling feature on your WF-1000XM5 earbuds is activating at inconvenient times, as this is definitely not the intended experience. This behavior is most often caused by the Adaptive Sound Control feature, which automatically changes the Noise Cancelling settings based on your activity (like walking or staying put); we recommend turning this feature off within the Sony | Headphones Connect App for a consistent experience. Additionally, check the app's settings to ensure the Speak-to-Chat function is disabled, as this temporarily pauses Noise Cancelling when you start talking.

Thanks for choosing Sony.

Best regards,
Eliab

Hi CharlesL, We’re sorry to hear you did not have a great experience with the Sony WF1000XM5 and they had to be returned. This is definitely not the news that we would like to hear. While we're glad you like the sound quality and compact size of the charging case and the earbuds, we regret to learn that about the noise canceling issue that you've had with these unit. Performing the steps on this link ensures optimal noise canceling experience with these earbuds: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html

For future reference, we can offer assistance on how to set up or operate the features and functions, and troubleshoot the issue of your Sony product by visiting our Sony Support website to download the help guide and look for additional information about your product. Also, you can reach out to one of our agents through this link: https://us.esupport.sony.com/support/s/service?language=en_US. who would be glad to help. I hope you consider our Sony products in the future. Thank you for sharing your feedback. -Sam

Hi Deso, thanks for sharing your great experience with the Sony - WF1000XM5! We are thrilled to hear your enjoying the astonishing sound quality with LDAC and High-Resolution Audio. The small, light and beautifully design is perfect for long listening sessions! We hope this continues to be a pleasant experience for you, and thank you for choosing Sony. Regards, -Dominick

Hello DanielC,

Thank you for choosing Sony!

We’re delighted to learn that you’re enjoying the WF-1000XM5 earbuds! We’re confident that you will keep experiencing the outstanding noise-canceling capabilities and sound quality they provide. Enjoy your listening experience!

Best regards,
-Fred

Hi Dylan6181, Awesome! We're very happy to hear you're satisfied with your purchase. 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 TiffanyB,

We are truly sorry to experience that your WF-1000XM5 earbuds have not met the high standard of performance you’ve come to expect from your previous Sony LinkBuds.

We appreciate your honest comments regarding the case design and the grip of the earbuds. Feedback like yours is invaluable to our design team as we look to improve the ergonomics of future products.

To address the audio and call quality issues you described, we recommend the following troubleshooting steps:

1- The "piercing" sound or poor audio quality is often related to the fit or the earbud tips.

Use the "Determining the optimal earbud tips" function in the Sony | Sound Connect app. A proper airtight seal is essential for balanced sound and effective Noise Canceling.

Additionally, ensure your earbuds are updated to the latest version via the app, as firmware updates frequently include "Call Quality" improvements and tuning refinements.

2- If environmental noises like cash registers are being amplified over voices, your Ambient Sound Mode settings may need adjustment:

- Open the Sound Connect app and check your Ambient Sound Control settings. You can toggle "Focus on Voice" to help the microphones prioritize speech over high-pitched background noises.

- Adaptive Sound Control: If this feature is on, the earbuds may be switching modes automatically based on your location. Try disabling it to see if the sound remains more consistent.

3- Distortion during calls can sometimes be caused by wireless interference or a poor Bluetooth "handshake."

In the app, try setting the Service Link or Bluetooth Connection Quality to "Priority on Stable Connection."

If you continue to find the audio quality unsatisfactory after these adjustments, please reach out to our support team so we can look into this further for you:

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

Thank you for considering Sony!

Regards,
Dominick

Hi Eddie, while we are glad that you are enjoying the sound quality, we regret that you're having an issue with your headphones. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn your experience around.

If the headphones randomly disconnects, please ensure that the headset and the Bluetooth device within 1 m (3.2 ft) from each other. Bluetooth communications may be disabled, or noise or audio dropout may occur under the following conditions.
When there is an obstacle, such as a part of the body, metal, or a wall, between the antenna of the headset and the playback device. In this case, moving the playback device closer to the antenna of the headset may improve the Bluetooth communications. The antenna of each left or right headset unit is built into the part shown in the dotted line below

If you experience crackling, buzzing, popping, or vibration noises on your Bluetooth® headphones, follow these troubleshooting steps and check if it resolves the issue.
Reset the headphones.
Initialize the headphones.
Pair the headphones with your device.
We also recommend updating the firmware to latest version which is Version 3.3.1. Please launch the Connect app to check and verify the firmware.
Reference: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561
https://www.sony.com/electronics/support/articles/00235161?utm_source=glean

If you still experience noise issues from your headphones after following the steps, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin

Hi ChristianG,

Thanks for commenting. We're thrilled to learn that you're having an enjoyable experience with your WF-1000XM5. We truly appreciate your feedback with the transparency or Ambient Sound Mode. You can actually adjust how much of the outside world you want to hear within the Sony Headphones Connect app. For more details, you may visit the following Help Guide link:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779995.html?search=ambient%20sound

If there's something that we can do to help or you may need an information/technical assistance with our product, 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 so much for choosing Sony!

- Romeo

Thank you for the feedback, Isaiah!

We appreciate you sharing your thoughts on the pricing. Hearing how you feel about the price point versus the value is really helpful, and we will make sure your comments are passed along to our team.

If you ever need a hand with settings or want to check out some optimization tips, feel free to connect with our support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for choosing Sony!

Best regards,
Gus, Sony Social Media Team

Hi MarkO, We're sorry to hear that your Sony WF1000XM5 did not live up to your expectations. This is definitely not the news that we would like to hear. We understand that finding the perfect fit can vary from person to person. If you've already tried changing the earbud tips to another size and you're still having issues with fit, we suggest trying out third-party earbud tips.

To ensure optimal listening experience, please set these earbuds on Priority on sound quality: Prioritizes the sound quality. Please check these links for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781983.html?search=sound%20quality

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html?search=sound%20quality

Hope this helps and thanks for choosing Sony! -Sam

Hi RichardL, We're glad you are happy with your headphones. Enjoy and thanks for choosing Sony! -Craig

Hi AngelaR, We apologize for any inconvenience that you experienced with your Sony WF1000XM5. 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. For Bluetooth connectivity issue, please follow the troubleshooting steps on this link:

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

And for low volume issue, please follow the steps on this link to ensure optimal listening experience:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780052.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