Customer Ratings & Reviews

Hi KennethH, thanks for sharing your feedback! We are sorry to hear that Sony - WF1000XM5 are not working as you expected. At Sony we strive to deliver high quality in our products, therefore we want to make things right for you, please let us know what were the inconveniences you've found on the earbuds. Please email the information below to socialsupport@am.sony.com so we can give you a personalized assistance.
Full Name:
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Thanks for choosing Sony!
Regards,
Dominick

Hi CohenU, we're glad you are enjoying our industry-leading noise canceling earbuds! Thanks for choosing Sony. ~Earl

Hi CrizzyReviews,

Thanks for commenting! We are very happy to hear about your satisfaction with the amazing noise canceling feature of your WF-1000XM5. We truly appreciate your input with the design of these headphones. 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 for your purchase and for choosing Sony!

- Romeo

Thanks for commenting, Teacher35.

You've definite made a great choice! We are thrilled to hear that find our WF-1000XM5 perfect as a Christmas present. 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 MikeB,

We're truly sorry to hear about your experience. It's definitely frustrating when a drop affects performance, especially for something as important as battery life. We'll be sure to pass your feedback along regarding the design-grip and durability matter, especially for frequent travelers.
To restore full functionally of your XM5s, please visit the Sony Support site, click Product Repair at the bottom of the page for your repair options.

Thanks for considering Sony Products.
Eliab

Hi JerryR,

Thanks for commenting! We are thrilled to hear your satisfaction with the superb noise canceling feature 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 your purchase and for choosing Sony!

- Romeo

Hi KevinO, Amazing! We're pleased to hear that you're satisfied with the service! We also appreciate your 5 Star rating and thank you for choosing Sony. Erin

Hi NileD,

Thanks for commenting! We are extremely pleased to hear about your satisfaction with the amazing performance of your WF-1000XM5. These headphones 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 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 DonA, we're glad you like our product! Thanks for choosing Sony. ~Earl

Hi Chopper,
Perfect! We're glad to hear that you are having a great time with your new XM5 Noise Canceling Earbuds. Nice to know it suits your needs and expectations. Thanks for choosing Sony! - Kris

Hello Mauro,

Thank you for considering Sony products.

We apologize for the inconvenience you are experiencing with the noise canceling feature of your WF-1000XM5 earbuds. We understand your frustration, especially when comparing it to other brands. We strongly recommend following the steps outlined in this article for improving noise canceling performance: https://www.sony.com/electronics/support/articles/00298372. If the issue persists, please contact our dedicated support team for further assistance. You can find all the necessary contact information here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones. We are committed to resolving this for you.

Best regards,
-Fred

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 HarryG,

We're sorry to hear that you are having some issues with your WF-1000XM5 earbud headphones and it hasn't performed to your standards. This is not the experience we want you to have. Your feedback is extremely important to us and is very much appreciated.

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

By using the Sony Headphones Connect app, you can make few adjustments to your headphones settings to suit your needs. This will give you more control over your headphones and their performance. For more details, you may refer to this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00286844

If you still have the unit and you need further assistance regarding your concern, you can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Jess

Hi FernandoTr, we're glad you are very happy with your new earbuds! Thanks for choosing Sony! ~Earl

Hi CarmenJ,

Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience caused. It's unfortunate to hear about the Bluetooth connection issue you're experiencing with your WF-1000XM5. Also we are sorry if they didn't fit you well. This is certainly not the news we'd like to hear from you. We'd love to help you troubleshoot the problem. To start, if you haven't already, we suggest updating your WF-1000XM5 firmware to the latest version. This update enhances the headphones' functionality and features while addressing any performance issues you might be experiencing. For more details, please visit the link below:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/downloads

As for the Bluetooth connection issue, the following article may help resolve this problem:
https://www.sony.com/electronics/support/articles/00298369

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.

Should you need more assistance or information with our product, please email us at socialsupport@am.sony.com with the following details so we can best assist you.

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

Thank you for choosing Sony.

Best regards,

Romeo
Sony Social Support

Hi, Ez2233,

Thanks for your review and for letting us know your thoughts towards the WF1000XM5. This is certainly not up to the quality standards we strive for, and we appreciate you taking the time to share your feedback. Rest assured, we will forward your comments to our dedicated Sony team for their review as we continue to work diligently to improve our products.

Thank you for considering Sony products, have a good day.
-DiegoV

Hi Reypollo,

You made the right choice! We're glad 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 GiselaG, we're glad you like your new earbuds! Thanks for choosing Sony! ~Earl

Hi PhilipD,

Thank you for the 5-star rating! We're happy to hear that you like the quality of your new Sony headphones. We appreciate the 5-star rating and thank you for choosing Sony!

-David