Customer Ratings & Reviews

Hi JasonT,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the battery life of the headphones. It's unfortunate that you are not satisfied with the fit and noise canceling function. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).

Aside from changing the earbud tips, make sure that you are wearing both earbuds properly. Hold and rotate the headset unit with your thumb, index, and middle finger to adjust the headset to fit your ear. After putting the headset unit into your ear, hold the side of the headset unit with your fingers and slowly push the earbud tip into your ear canal. If you touch the touch sensor, the headset may operate. If you feel it is difficult to put the earbud tips into your ears, squeeze the earbud tips lightly before wearing the headset. You may find this link helpful:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

The noise canceling effects may not be achieved depending on how the headset units are worn.
If you use the video function of your smartphone or other devices to record and check how the headset units are worn in your ears, you can understand its feel when worn and get closer to discover the correct way to wear the headset.

The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices. When the Adaptive Sound Control on the Sony Sound Connect app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions. To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.

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 Mafcolts, thanks for choosing and purchasing our product. We're glad you are enjoying it. We understand your feedback regarding the bass of your Sony unit. If you feel that the bass sound has become insufficient (or that the sound quality has deteriorated), exchange the earbud tips with new ones. You can follow this link for more details:

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

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:

Thanks for choosing Sony. ~Earl

Thank you for your fantastic feedback, JamesH!

We are absolutely thrilled to hear that you love your WF-1000XM5 earbuds and, most importantly, that you feel the overall package offers exceptional quality for the price.

Creating a world-class listening experience that competes at the very top of the industry is exactly what we set out to do. Your comment about the value and performance is the best validation we can receive!

Thank you again for choosing Sony and for sharing your experience.

Best regards, Gus, Sony Social Media Team

Hi Stelyos,

You made the right choice upgrading to the Sony WF-1000XM5! We're glad that you like the sound quality, noise canceling function, and size 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 LiamOBrien,

We regret to hear that you are not satisfied with the WF1000XM5. For optimum performance, make sure to install the latest software version of the headphones (via the Sony Headphones Connect app).

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

If you still encounter pairing or connectivity issues, please refer to the troubleshooting steps on this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780045.html

The battery life of the headphones may vary depending on the settings and conditions of use. For more information, please refer to these links:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781965.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.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

Thanks for the feedback, Rodnew! We're glad you're happy with your purchase. Make sure to keep your device's firmware up to date to enjoy all its features. Thanks for choosing Sony! -Craig

Hi GrahamW,

It is most rewarding to hear that you use the Sony WF-1000XM5 earbuds daily and that you find the noise canceling to be awesome and the sound quality to be the best!

We really appreciate you being part of the Sony family!

Regards,
Dominick

Thank you so much for your fantastic feedback on the WF-1000XM5, EdwardH! We are delighted to hear that they were the perfect companion for your four-hour flight.

We designed the WF-1000XM5 to deliver industry-leading noise cancellation in a compact, portable form factor, and it brings us great joy to know that this feature was a highlight of your experience. We are thrilled that you highly recommend them!

Thank you again for choosing Sony.

Best regards,

Gus
Sony Social Media Team

Hello Andy,

Thank you for choosing Sony!

We’re excited to hear that you love the WF-1000XM5 earbuds and appreciate their quality. Knowing you would choose them again means a lot to us and inspires us to continue delivering exceptional audio experiences.

Best regards,
-Fred

Hello QuirkyB,

Thank you for choosing Sony!

We couldn't be happier to hear that you are enjoying the WF1000XM5 earbuds, especially the battery life, sound quality, and noise cancellation. Your positive experience with these features encourages us to keep delivering products that enhance your everyday moments. Thank you for sharing your thoughts with us.

Best regards,
-Fred

Hi Meth1090,

It brings us great satisfaction to hear you love your Sony - WF1000XM5 wireless earbuds. It's wonderful to know that you're enjoying the crisp and amazing sound quality. We designed these earbuds to deliver premium audio in a compact form, and we're thrilled that they've exceeded your expectations, even compared to over-ear headphones.

Thank you so much for choosing Sony!

Regards,
Dominick

Hi Wyatt,

Thank you for the purchase! We're happy to hear that you like the sound quality, battery life and application of the headphones. Thank you for choosing Sony!

-David

Hi JosueG,

We appreciate you sharing your experience with the XM5 earbuds. Sound like they're hitting the mark for both sound quality and noise cancellation. Always good to hear from someone who really knows audio.

Thanks for chsoosing Sony.
-Aldair

Hi Eric1, Great! We're glad that you like the sound and noise canceling function. Thank you for choosing Sony. Erin

Hi Ricardo,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality and weight of the headphones. Your feedback about the Sony Headphones Connect app and design is greatly appreciated. Thank you for choosing Sony!

-Ralph

Hi EnriqueC, we're glad you like the sound quality, noise canceling feature and comfort of our product! 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 choosing Sony! ~Earl

We appreciate the 5-star rating, AdambF! We're glad you're happy with your purchase. Make sure to keep your device's firmware up to date to enjoy all its features. Thanks for choosing Sony! -Craig

Hi DominicM,

We are excited to hear you feel the Sony WF-1000XM5 are the best ear buds you can buy! We put a tremendous amount of research and technology into our Active Noise Cancelling, and your feedback that it's superior to other premium models is a fantastic testament to its performance. Thank you for your wonderful 5-star review and for trusting Sony!

Regards,
Dominick

Hi Billy,

Thanks for commenting! We are very happy to hear your satisfaction with the amazing sound quality, very lightweight design, and long-lasting battery life of your WF-1000XM5. We greatly appreciate your feedback when using the noise canceling feature of these headphones. To ensure that you get the most out of your WF-1000XM5, we recommend updating its firmware to the latest version. The software includes key features, applications, bug fixes, and feature improvements. It also provides fixes to any performance issues you are encountering. For more information, please visit the link below:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/downloads

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.

Should you need more 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:

Thank you so much for choosing Sony!

Best regards,

Romeo
Sony Social Support