Customer Ratings & Reviews

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 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 JacobB,

Thanks for sharing your thoughts on the WF1000XM5. We're certainly sorry to hear that your experience with them wasn't what you'd hoped for, and we truly appreciate you taking the time to provide such valuable feedback. Rest assured, your comments are being shared directly with our dedicated Sony team as we're always looking for ways to refine and enhance our products.

Thank you for considering Sony products, we hope you have a nice day.
-DiegoV

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

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

Hi Azzalen, We’re sorry to hear you did not have a great experience with our Sony WF1000XM5 and it had to be returned. This is definitely not the news that we would like to hear. At Sony, customer satisfaction is our priority. We take all feedback seriously and use it to continuously improve our products. Sound quality can be greatly improved by following the troubleshooting steps provided on this link:
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

And if the noise canceling effects are not sufficient, we recommend following the steps on this link:

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.

Regards,
Sam

Hi CriticalEye,

You made the right choice with the WF1000XM5! We're glad that you like the noise canceling function, sound quality, touch controls, battery life, adaptive sound control, and dedicated app (Sony Headphones Connect) of the headphones. 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

Hi AlexandreaugustoD,

We regret to know that you're not having the best experience with your WF-1000XM5 and you are having issues, particularly with the fit of the unit.

For fit concern, the WF-1000XM5 features an improved glossy texture and a more luxurious feel, these earbuds fit comfortably in your ears while keeping out external sounds. Our WF-1000XM5 earbuds feature a shape that perfectly matches the human ear with an ergonomic design for a more stable fit.

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

If there is something that we can help you with, please email us at socialsupport@am.sony.com with the following details:

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

Regards,
Jess

Hi Viktor, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the comfort and 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 follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html?search=replacing

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 Steve, we sincerely apologize for the sound quality issues you are experiencing with your WF-1000XM5 earbuds. We want to ensure you have the best experience possible.
To address the concerns you've mentioned, please follow these steps:

1. You may want to try different ear tips included in the package to find the most comfortable fit.
2. Explore the Sound Connect app. It offers various sound customization options that may enhance your listening experience.
3. Reset the earbuds. Please refer to this link for instructions on how to reset your device: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

If further assistance is needed, we encourage you to reach out to our support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for considering Sony products and for your feedback.
Sincerely,
Estefany

Hello DamonS,

Thank you for considering Sony products.

We're really sorry to hear that you're having trouble with your WF-1000XM5 charging case and any issues you've experienced with the warranty process. This is definitely not the quality we aim for, and we're committed to helping you.

To help us gather more information and 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:

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

Best regards,
-Fred

Hi comcast,

Thanks for commenting. Aside from the smaller & lightweight design, here are some key features when upgrading to the XM5s:

-Volume control is now default
-3 min quick charging = 60 min listening
-New AI noise reduction for calls

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 very much for recommending our WF-1000XM5 and for choosing Sony!

Best regards,

Romeo

Hi Mike, We are really sorry if the earbuds didn't fit you well. This is certainly not the news we'd like to hear from you. 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:

We value you, and thanks for choosing Sony.

Sincerely,

-Craig

Hi RaymondP,

We are really sorry if our WF-1000XM5 didn't live up to your expectations. This is certainly not the experience we were hoping you would have. We'd love to turn your opinion around. May we contact you to help and get more information? If so, please send us an email at 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:
BestBuy Username:
Telephone Number:
Issue:
Model Number:

We're looking forward to your message, and thanks for choosing Sony.

Sincerely,

Romeo
Sony Social Support

Hi Asim,

We are really sorry to hear that our WF-1000XM5 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'd love to know more about the experience you had with these headphones and help you find an alternative that might better suit your needs or preferences. Please email us at socialsupport@am.sony.com with the following so we can better assist you.

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

We are looking forward to your message, and we are hoping that you will consider Sony again in your future purchase.

Sincerely,

Romeo
Sony Social Support

Hello GregoryS,

Thank you for considering Sony products.

We apologize for the inconvenience caused by the WF1000XM5 not fitting comfortably in your ears. We also regret to hear about your experience with the noise-cancelling feature, which led to your decision to return the product.

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.

Best regards,
-Fred

Hi Missjjc,

You made the right choice with the WF1000XM5! We're glad that you like the design, comfort, sound quality, noise canceling function, battery life, charging case, Bluetooth range, and user-friendly functions of the headphones.

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

Hello AlecH,

Thank you for considering Sony products.

We appreciate your feedback and are sorry to hear about the issue you're experiencing with your WF-1000XM5 earbuds not turning on automatically when removed from the case. To help resolve this, we recommend the following steps:

1. Confirm proper placement: Make sure the earbuds are securely and correctly placed in their respective slots (left in the left, right in the right) until they click or seat firmly.

2. Ensure the case is charged: The earbuds need the case’s battery to automatically turn on when removed. If the case is depleted, this feature will not work properly.

3. Update the firmware to version 5.0.2 here:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

4. Reset the headset by following these instructions:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

5. Initialize the headset to restore factory settings:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

If you encounter any recurring issues after completing the steps provided, please be aware that your unit is protected by a 1-year limited manufacturer's warranty. To help us assist you more effectively, we kindly request that you reach out to us at socialsupport@am.sony.com and include the following information:

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

We greatly appreciate your patience and understanding as we work to resolve this matter. 

Best regards,
-Fred

Hi Scarface, We apologize for any inconvenience that you experienced. At Sony, we are always looking to improve our product quality and features. We have noted your input about the Headphones Connect app and if you have any specific suggestions or features you'd like to see, feel free to share them with us via email at socialsupport@am.sony.com with the following details:

Name:
Username:
Model Number:
Issue/Concern/Suggestion:
Telephone Number: .

Your insights are important to us as we work to meet and exceed your expectations.

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