Customer Ratings & Reviews

Hi Poorboy,

Thank you for your valuable 5-star review of the WF-1000XM5. We are so glad to hear that you are impressed with the outstanding battery and sound quality, and that the headphones are serving you well in your shop.

It’s great that you've discovered and appreciate the Speak-to-Chat feature. We designed it for exactly this reason—so you can have a quick conversation with colleagues or friends without having to stop what you’re doing and manually pause your music.

Thanks for choosing Sony, have a nice day!
DiegoV

Hi Governor,
Thanks for reaching out and sharing your feedback with us. We're glad to hear you're enjoying the sound quality of your WF-1000XM5 earbuds, but we're very sorry to hear that they're causing discomfort and that the noise cancellation is not fulfilling your expectations, especially during phone calls.

For the discomfort you're experiencing, we highly recommend trying the other sizes of earbud tips included in the box. A proper fit is key to both comfort and getting the best performance from the noise cancellation feature.

If you're still having issues, please don't hesitate to reach out to our support team directly. They can provide more personalized troubleshooting and assistance to get things sorted out for you. You can locate their contact information here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

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

Hi DanielR,

That's very nice to hear! We're glad that you're enjoying the noise canceling of the headphones. We're hoping for your next Sony purchase and thank you for support Sony!

-David

Hi Brian, We are sorry to hear about the issue you're having. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn this into a better experience. 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:

Regards,
Erin

Hi AngelA,

Perfect! We're glad that you like the noise canceling function, comfort, and weight 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

Thank you so much for sharing your feedback, DavidS! It is most rewarding to hear that you're enjoying your WF-1000XM5 earbuds and that they fit well and sound great. At Sony, we strive to deliver high-quality audio products that provide both comfort and exceptional sound performance, so it's wonderful to know we've met your expectations.

If you ever have questions or need tips on how to maintain your earbuds for the best experience, feel free to reach out. Your satisfaction is our top priority, and we appreciate you choosing Sony. Enjoy your listening!

Best regards,
Gus
Sony Social Media Team

Thank you for the fantastic review, Nunzy!

We are so happy to hear that you are loving your new WF-1000XM5! It’s wonderful to know that the switch from your long-time earbuds was worth it and that the phenomenal sound and noise cancellation are making your gym sessions and travel even better.

Thank you for choosing Sony and for sharing your experience!

Best regards,

Gus,
Sony Social Media Team

Hi Dillon, We're glad that you like the noise canceling and sound quality. We're sorry if they don't get loud enough. To troubleshoot sound related concern, please check this: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780052.html



If this does not help, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin

Hi Shaun,

We're so happy to hear how much you're loving the XM5 earbuds! Don't forget to download the Sony Sound Connect App to elevate your experience even further.

For a better fit, you can replace the ear tips. Check this out for more details: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html?search=tip

Thanks for choosing Sony.
-Eliab

That's wonderful, RicardoM! We're glad that you are impressed with the new Sony XM5 Wireless 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. Thank you for choosing Sony! -Craig

Hi Sauced9x0, Thank you for sharing your experience with the WF-1000XM5 earbuds. We're thrilled to hear that you found the sound quality to be on point. Regarding water resistance, the WF-1000XM5 earbuds have an IPX4 rating, which means they are protected against water splashing from any direction. It's impressive that your earbuds survived a trip through the dryer, although we recommend avoiding such situations to prevent potential damage. The touch sensor issue on your right earbud might be a result of the exposure to water and heat. For future reference, if your earbuds get wet, use a soft dry cloth to wipe off any water, remove the earbud tips, and shake the earbuds gently to remove any water from the sound conduits and microphone parts. Let them dry at room temperature. For more details, please refer to this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781399.html

We also appreciate your feedback about the "Find My iPhone" feature. While the WF-1000XM5 does not currently support this, we value customer suggestions and continuously strive to improve our products. Thanks for choosing Sony! -Sam

Hi DanielL. We're excited to hear you enjoy your Sony buds about their performance and functionality!. We want to thank you for bringing this to our attention. Here are a few tips that can resolve the disconnection issue. Ensure that the firmware is up-to-date via the Sony Headphones Connect app, performing a factory reset on the earbuds, and adjusting the Bluetooth Connection Quality setting to prioritize a stable connection. Refer to the next link for better reference: https://helpguide.sony.net/mdr/2963/v1/en/index.html .Hope this helps!. Thanks for choosing Sony. -Milton

Thanks for the 5-star rating, Bestbuy1! We're pleased to hear that you are impressed with the sound quality and noise cancelling feature 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. We also appreciate your feedback regarding the app. This can help us improve our products in the future. Enjoy and thank you for choosing Sony! - Craig

Hello nordy,

Thank you for choosing Sony!

We're thrilled to hear you're loving your WF-1000XM5 headphones, especially at such a great value. It's fantastic to know that the Noise Canceling has made such a difference for you and elevated your sound experience. Thank you for your suggestion regarding the ear tips to further enhance sound quality!

Best regards,
-Fred

Thank you for sharing your feedback, Natalie.

We are glad you love the sound quality and ANC, but we are truly sorry to hear about the recurring issue with the right earbud’s ambient noise feature. That is definitely not the reliable experience we want for you.

Since this has happened twice, we would like to help. Please ensure the proximity sensor is clean and try a factory reset via the Sony Headphones Connect app. If that doesn't resolve it, please contact us at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones so we can look into this further.

Thank you for considering Sony.

Best regards, Gus, Sony Social Media Team

Hi JockoMags, we're glad you are enjoying your new earbuds! Thanks for choosing Sony! ~Earl

Hi Niko, Thank you for sharing such an excellent shopping experience. We are also glad that you are happy with your purchase and you are enjoying everything about your new WF-1000XM5. Your assessment with the battery life noise canceling feature is spot on! The best noise canceling and despite the smaller size, these earbuds headphones are rated for eight hours of playback with noise canceling between charges. Thank you so much for choosing Sony! -Jess

Hi TracyW,

Thank you for taking the time to share your feedback on the WF-1000XM5 earbuds. We truly value your detailed review. We understand that you are experiencing connection issues between your phone and the earbuds. While this is not a widespread concern, it can arise due to various factors such as interference from other devices, software glitches, or even the distance between the two. Here are some suggestions that may enhance the stability of your connection:

1. Update Firmware: Ensure that your earbuds and phone have the latest firmware updates installed. Manufacturers often release updates to fix bugs and improve performance.
2. Reset Bluetooth Connection: Try resetting the Bluetooth connection on both your phone and the earbuds. This can sometimes resolve connectivity issues.
3. Reduce Interference: Keep other electronic devices that might cause interference away from your phone and earbuds.
4. Proximity: Ensure that your phone and earbuds are within a reasonable range and there are no physical obstructions between them.
Check for App Updates: If you are using a companion app for the earbuds, make sure it is updated to the latest version.
5. Check for App Updates: If you are using a companion app for the earbuds, make sure it is updated to the latest version.

If the steps provided do not resolve your issue, please reach out to us by following the instructions below so we can assist you more effectively.

Please provide the following information:

- Name:
- Best Buy Username:
- Sony TV Model Number:
- Question/Concern:
- 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

We hope this information is helpful, and we appreciate your choice of Sony!

Best regards,

Romeo

Hello EdwinR,

Thank you for choosing Sony!

It brings us great joy to hear that the WF-1000XM5 earbuds stand out as the best-sounding headphones you've owned over the years. Your appreciation inspires us to continue delivering exceptional audio experiences that truly resonate with our customers.

Best regards,
-Fred

Hi JAGame,

Thanks for commenting! We are extremely pleased to hear your satisfaction with the very comfortable fit and smaller design of your WF-1000XM5. We greatly appreciate your feedback with the sound quality of these headphones compared the previous model. 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