Customer Ratings & Reviews

Hello user729855,

Thank you for considering Sony products.

We sincerely apologize that the WF1000XM5 earbuds failed to live up to your expectations. It’s disappointing to hear about the fit issues and the sound quality concerns you experienced. This certainly doesn’t reflect the high standards we aim to deliver.

Please know that your feedback is very important to us, and we will share your comments with our dedicated Sony team for further review as we continue improving our products.

Thank you for sharing your experience and for your understanding.

Best regards,
-Fred

Hi Bates117, perfect! We are truly happy to know that you love your WF-1000XM5 and that you're satisfied with its very comfortable fit design. Thank you so much for sharing your great experience with these headphones and for choosing the best brand, Sony! - Romeo

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

Hi EricB, Thanks for the positive feedback. We're glad you like the sound quality. Enjoy and thanks for choosing Sony. -Craig

Hi JoeyW, perfect! You've certainly made a great choice! We are extremely pleased that it suits your needs and expectations. Thank you very much for sharing your excellent experience with your WF-1000XM5 and for choosing Sony! - Romeo

Hi sgvjon, thanks for choosing and purchasing our product. Hope you are enjoying your new headphones! Thanks for choosing Sony! ~Earl

Hello TSB3,

Thank you for considering Sony products.

We sincerely apologize for the inconvenience you have experienced with the WF1000XM5 earbuds. We understand how important durability and a secure fit are for your daily use. We would like to gather more details to assist you further and help find a suitable solution.

Please contact our support team at the following link for personalized assistance: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Best regards,
-Fred

Hi Javier, Excellent! We're thrilled to hear you like the compact design and you find them convenient to carry and effortless to wear. 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

Hi Fatimacazares, thanks for commenting. We're thrilled to hear about your satisfaction with the reasonable price of your WF1000XM5. We're sorry if its call quality didn't live up to your expectations. Please ensure that the earbuds fit snugly in your ears. If the earbuds do not fit your ears, the phone call quality may decrease. Here are some important factors to consider:
• Make sure that headphones are worn properly.
• Make sure that the earbuds are firmly and completely attached. If you are using the supplied earbuds (EP-NI1010), lightly turn over the earbud tips to make sure that the sound output hole is completely covered by the earbud tip.
• Use the earbud tips that best fit with your ears. Measure the air-tightness of the earbud tips and find the optimal size of earbud tips using the Sony | Headphones Connect app.

For more details, please refer to the following articles:
https://www.sony.com/electronics/support/articles/00298371
https://www.sony.com/electronics/support/articles/00262839

I hope this helps you, and thanks for choosing Sony!

Best regards,

Romeo

Thank you for the feedback, Isaiah!

We appreciate you sharing your thoughts on the pricing. Hearing how you feel about the price point versus the value is really helpful, and we will make sure your comments are passed along to our team.

If you ever need a hand with settings or want to check out some optimization tips, feel free to connect with our support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for choosing Sony!

Best regards,
Gus, Sony Social Media Team

Hello DouglasH,

You made the right choice! We're happy to hear that you like your new Sony headphones. We appreciate the 5-star rating and thank you for choosing Sony!

-David

Hi, Jamgar,

Thanks for the review. 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.

Thanks for considering Sony products, have a nice day.
-DiegoV

Hi JustinC, we're glad you are enjoying our product. We understand your feedback regarding the battery of your Sony unit. Please make sure the contact pins fit properly when you put the earbuds on the case. Please follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.html?search=battery

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:

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! ~Earl

Hi WesleyP,

Thanks for commenting. While we are thrilled that you love your WF-1000XM5, we are really sorry if you're experiencing an issue with the battery life of your WF-1000XM4. This is definitely not experience we wanted you to have. If you haven't yet, let's try to isolate and fix the problem by following the troubleshooting steps on these articles:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000432577.html
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00266785
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00271301
https://www.sony.com/electronics/support/articles/00284577

You may also try the steps on these links to refresh the content of the headphones:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428696.html
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428697.html

And lastly, as a general recommendation, if you haven't tried yet, we recommend updating its firmware to the latest version. The firmware update improves the functionality and features of the headphones. It also provides fixes to any performance issues that you are encountering.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/downloads

If the issue persists or you may 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 very much for choosing Sony!

Best regards,

Romeo
Sony Social Support

Hi S22UltraOwner,

Thank you for sharing your experience with us! We’re sorry to hear the fit didn’t meet you and your wife's expectations. We really wished we could turn your opinion around regarding our Sony WF1000XM5.

It is recommended to follow this guide when wearing your Sony WF-1000XM5: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

We appreciate you giving our product a try and value your input, as it helps us continue to improve. If you decide to explore our products in the future or need any assistance, please don’t hesitate to reach out to us at socialsupport@am.sony.com.

Thank you once again for your understanding, and we hope you will consider Sony for your future purchases!

Sincerely,
Maria

Hi Kate, We are happy that our WF1000XM5 wireless in-ear headphones are the best headphones for you and that you are super impressed with their call quality. Thank you for your purchase. Enjoy! Vincent

Hi JoseG, Fantastic! We're very pleased to hear that the Sony WF1000XM5 headphones have lived up to your expectations. Thanks for choosing Sony! -Sam

Hi sour,

Awesome! You've made a great choice! We are very happy to know your satisfaction with the customizable settings through the Sony Headphones Connect app and very responsive touch control function 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 Nickname, Thank you for the 5-star rating! We're glad to hear you love the easy Bluetooth pairing and overall features of your Sony WF1000XM5. Thanks for choosing Sony! -Sam

Hi BrandonF, thanks for choosing and purchasing our product. We're sorry to hear that you have issues with your Sony unit. For low sound level, please follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780052.html?search=low%20volume

When wearing the unit for better fit, you can follow this link:

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

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