Customer Ratings & Reviews

Hi ElizabethB, We're truly sorry to hear about your earbuds. This is definitely not the experience we wanted you to have. Allow us help you resolve this matter. However, we'd like to know what issues are you having with the unit.

You may reach us at socialsupport@am.sony.com with the following details :

Full Name:

Best Buy Username:

Telephone Number:

Sony Model Number:

Additional Information regarding your experience with the unit:



We are sorry for the inconvenience and hope to speak to you to resolve this matter.



Sincerely,

-Craig

Hi Enough,

You made the right choice upgrading to the WF1000XM5! We're glad that you like the size, fit, sound quality, and noise canceling function of the headphones. Your feedback about the supplied ear tips is greatly appreciated.

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 SF4L,
We're sorry to hear your disappointment regarding sound quality of our WF1000XM5 and if it did not meet your expectations. Definitely not the news we'd like to hear from you nor the experience we want you to have. For low sound quality, please be informed that we have troubleshooting steps that can fix this issue and can be found i our Online Help Guide. You may find this link helpful.

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

Also, when you want to prioritize the sound quality, we recommend selecting the “Priority on sound quality” mode from the “Sony | Headphones Connect” app.

This particular link will also help you maximize the noise canceling function and sound quality for music and calls.

https://www.sony.com/electronics/support/articles/00262839

I hope this helps and if you need further assistance, please feel free to email 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:


Regards,
Marco

Hi Bestbuyman,

Thank you for your feedback on the WF-1000XM5. We are sorry to hear that you are experiencing issues with the earbuds not staying in your ears. We understand how important a secure fit is for enjoying your audio experience.

The WF-1000XM5 earbuds come with multiple sizes of ear tips to help ensure a comfortable and secure fit. We recommend trying different sizes to find the best fit for your ears. Additionally, ensuring that the earbuds are inserted correctly can also improve their stability. For more information, please visit the following article:
https://www.sony.com/electronics/support/articles/00262839

I hope this helps.

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

Should you need more information/technical assistance, please email us at socialsupport@am.sony.com with the following details and we'll be more than happy to assist you.

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

We value your input and are committed to improving our products based on customer feedback. Thank you for bringing this to our attention.

Sincerely,

Romeo
Sony Social Support

Hi Keirmeister,

Awesome! We're glad that you are enjoying the design, comfort, sound quality, multipoint function, dedicated app (Sony Headphones Connect), wireless charging, and supplied accessories 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 AndrewA, We're sorry to hear about your earbuds. This is definitely not what we wanted you to experience. Kindly check the link below. There are steps you can perform to resolve and improve the performance of your earbuds. https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html

If you are still experiencing the same issues, kindly reset and initialize your device. https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :

Full Name:
Best Buy Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the unit:

We are sorry for the inconvenience and hope to speak to you to resolve this matter.

Sincerely,
-Craig

Hi Tdeslauriers,

Thanks for reaching out to us. We regret to know that you're not having the best experience with your WF-1000XM5 and you've been running into some issues, particularly with the fit and the headset reacts incorrectly or works unintentionally. This is not the experience we want you to have. We recommend to update the headphones' software to the latest version (via Sony Headphones Connect app) for optimum performance. Doing so may resolve the issue.

If the touch sensor is in the following states, it may not work or may react incorrectly.
- It is wet with water, sweat, etc.
- It is touched by hair, wet towels, etc.

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

Should you need further assistance, please let us know so we can turn your experience around. You may send us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Jess

Hi Kiesha, we apologize for the inconvenience you're experiencing with your Sony unit. Please ensure that both your earbuds and the Sony | Sound Connect (formerly known as Sony | Headphones Connect) app are updated with the latest firmware. For further information, you can refer to the following link:

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/downloads

Please initialize the earbuds by following this link to isolate the issue:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

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 stargazer, Thanks for sharing your experience with the new Sony XM5 Wireless Earbuds. We're sad to hear that the device is too small for you. We understand that finding the perfect size earbuds can vary from person to person. At Sony, we are always looking to improve our product quality and features. We have noted your input about the size and will be sure to forward this feedback to the appropriate department. Thanks for choosing Sony! -Craig

Hi MargoC, we're sorry to hear that you have an issue wearing your earbuds and pairing it with your iPhone. Please try changing the earbud sizes to achieve a more comfortable and snug fit, as the proper seal can significantly affect sound quality, especially the bass. The Sony | Headphones Connect app has a feature that helps determine the optimal earbud tips, which could potentially improve the comfort and sound experience. Please follow this link for more details:

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

You can follow this link when pairing and connecting with an iPhone:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779840.html

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 Leon,

We regret to hear that you are not satisfied with the Sony WF1000XM5. Your feedback is extremely important to us and is very much appreciated.

For optimum fit and comfort, make sure that you are wearing the headphones properly:

-Put the headset units into both ears. Put the headset unit with the (left) mark into your left ear and the headset unit with the (right) mark into your right ear. The left headset unit has a tactile dot.
-Adjust the fit of the headset to your ears. Twist the headset unit to fit it snugly into the ear canal, and adjust the positioning of the headset unit until it fits comfortably.
-Wait for about 10 seconds for the earbud tip shape to stabilize.

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.

For more information, please refer to this link:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.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 IndersinghK,

Thank you for the review. We want to say sorry for any inconvenience you may have experienced with the Sony headphones connect application. Your feedback is greatly appreciated. If there's 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:

-David

Hi Supacomputa,

We are really sorry if the sound quality of our WF-1000XM5 didn't live up to your expectations. This is definitely not the news we'd like to hear from you. For low sound quality, some of these issues can be fixed by following the steps provided on this Help Guide link:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956

Also, when you want to prioritize the sound quality, we recommend selecting the “Priority on sound quality” mode from the “Sony | Headphones Connect” app.

Additionally, the following information on this article is important in order to maximize the noise canceling function and sound quality for music and calls.
https://www.sony.com/electronics/support/articles/00262839

I hope this helps.

Should you need more information/technical assistance, please feel free to email 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:

We value you, and thank you for choosing Sony.

Best regards,

Romeo
Sony Social Support

Hi ConradoD, we're sorry to hear that you have an issue with the sound keeps cutting off on your Sony unit. Please set the headset to “Priority on stable connection” using the Headphone Connect app.

If Speak-to-Chat is enabled, the Speak-to-Chat mode starts automatically when you talk to someone.
The headset pauses or mutes the music being played. It may sound like the sound skips when this occurs, but it is not a malfunction. If you wish to avoid this, disable Speak-to-Chat.

When the Adaptive Sound Control is turned on, the headset detects the wearer's actions and adjusts the noise canceling function automatically. When this setting is changed, music may pause momentarily. This is also not a malfunction.

Please follow this link for more information:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779959.html?search=adaptive

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:

Hello Disappointed,
We regret to hear that our WF1000XM5 did not meet your expectations. This is usually not the case with our XM5 nor the news we want to hear from our valued customers. Please allow us to help to turn this to a better one. Here are some helpful links that you can check.

What you can do with the “Sony | Headphones Connect” app:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html

The noise canceling effects are not sufficient.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html


We'd like to make sure you are taken care of. May we contact you to help and get more information? 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.

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


Sincerely,
Marco

Hi Tommy,

We're sorry you've been running into difficulty. We'd love to troubleshoot this and make this a better experience for you. We also recommended updating the firmware of the headphones (via the Sony Headphones Connect app) for optimum performance. The software update improves the general performance of the unit and includes key features, applications, and bug fixes.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/downloads

In the meantime, if there is no sound from the earbud headphones, or sound is heard only from one side, check if the issue is resolved after completing each step on this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00298365

Please note we have a customer hotline that is happy to assist you and help troubleshoot any concerns you have, and your headphones has a 1-year warranty from the date of purchase.

If the issue persists, please let us know so we can turn your experience around. You may send us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Jess

Hi ShaneW, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue charging the earbuds. When setting the earbuds into the charging case, put the left earbud (the headset unit with the tactile dot) back into the left hole of the charging case, and put the right earbud back into the right hole of the charging case. Each earbud unit will be set to the correct position in the charging case by the built-in magnet. Please check this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781964.html?search=charging

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 KrishnaM,

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. For the noise canceling, the issue you are having can be fixed by following our suggested troubleshooting steps on this Help Guide link:
The noise canceling effects are not sufficient - https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html

And in order to maximize the noise canceling function and sound quality for music and calls of the WF-1000XM5, please refer to this article:
https://www.sony.com/electronics/support/articles/00262839

I hope this helps.

Should you need more technical assistance or information with our product, please feel free to email us at socialsupport@am.sony.com with the below information so we can best assist you:

Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Additional Information regarding your experience with the WF-1000XM5:

We value you & your feedback, and thank you for your purchase.

Sincerely,

Romeo
Sony Social Support