Customer Ratings & Reviews

Hey Matthew,

Thanks for the perfect star review! 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.

If there's something we can do to help or you may need an information/technical assistance with our product, please feel free to contact 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:

Thank you so much for choosing Sony!

- Romeo

Hi HonorioT, Perfect! We're happy to hear this feedback. 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 Alijandro, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the fit and noise canceling feature of your Sony unit. It is recommended changing 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=earbud

If the noise canceling effects are not sufficient, please follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html?search=noise%20canceling

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 MattG,

Fabulous! You've made a great choice! We are extremely pleased to know that you are very happy with the amazing performance 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 so much for the perfect star review and for choosing Sony!

- Romeo

Hi Jorge,

While we're glad that you like most of the features, we regret to learn that you're hearing unwanted noise on your Sony earbud headphones. This is not the experience we want you to have. We recommend to update the headphones' software to the latest version (via Sony Sound Connect app). Doing so may resolve the issue.

This issue may be caused by several reasons, including radio wave interference and nearby devices may interrupt Bluetooth communication and cause sound interruptions. You can isolate this issue by following the troubleshooting steps provided on the links below.

https://www.sony.com/electronics/support/articles/00298368
https://www.sony.com/electronics/support/articles/00232102

If you hear buzzing, popping, crackling, or vibration noises from your Bluetooth headphones that sound different than the more common static or distortion sounds caused by environmental interference issues, 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.

Should you need further assistance regarding your concern, please feel free to contact 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:
Best Buy Username:
Model Number:
Issue:
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

Regards,
Jess

Hi DannyC,

You made the right choice! 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 JoseC, We are sorry to hear that you're experiencing issues with the WF-1000XM5 earbuds. For the soundstage concern, it might be helpful to adjust the equalizer settings in the Sony Headphones Connect app to better suit your preferences.

Regarding the earbuds falling out, it is crucial to ensure that you are using the correct size of ear tips. The WF-1000XM5 comes with multiple sizes of ear tips, and finding the right fit can significantly improve comfort and stability. Here are some steps you can follow to improve the fit:

Try Different Ear Tip Sizes: The earbuds come with small, medium, and large ear tips. Experiment with different sizes to find the one that fits snugly in your ears without causing discomfort.

Proper Insertion: Insert the earbuds into your ears and twist them slightly until they feel secure. The headphone section should be horizontal for a better fit.

Check the Fit: Make sure the ear tips are straight and not at an angle to prevent them from detaching and falling out.

May we contact you to help? 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.

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

Regards,
Carl

Hi Techie3694, we're glad you like the sound quality of our product. We're sorry to hear that you have issues with your Sony unit. You only need to use the Headphones Connect app to get the best experience out of this unit. Please check this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html?search=headphones

Please check this link when wearing the unit:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html?search=wearing%20

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 GhostX007,

Thank you for considering Sony products.

We appreciate your feedback regarding the WF-1000XM5 and are delighted to know you enjoyed them overall. Regardless, we sincerely apologize for any inconvenience you experienced while using the noise cancellation feature during calls.

To assist us in gathering more information regarding this matter and to 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:

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

Best regards,
-Fred

That's wonderful, Robbe! 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 Nammmmmm,

You made the right choice! 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 Realist, thanks for choosing and purchasing our product. We're sorry to hear that you have issues with your Sony unit. We'd like to turn your opinion around regarding the WF1000XM5.

We appreciate your feedback regarding the 360 Reality Audio (spatial) and the case of the WF1000XM5. You can optimize apps for 360 Reality Audio by following this link:

https://www.sony.com/electronics/support/articles/00233342?utm_source=glean

For more information regarding the 360 Reality Audio, please check this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779845.html?search=360

If the noise canceling effects are not sufficient, please follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html?search=noise%20canceling%20

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 Raloe213,

You made the right choice with the Sony WF-1000XM5! 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 WilliamB,

You made the right choice! 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 Jira,

Awesome! Thank you for reaching out to us today! We're always happy to hear from you. We're glad to hear that you love the features of your new Sony headphones. 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. Thank you for choosing Sony and we hope you enjoy your headphones from here on out. Have a great day!

-David

Hi RobinR,

Thank you for your honest review. We are sorry to hear that the WF-1000XM5 did not meet all of your expectations. We'd love to make sure that you are getting the best experience out of your wireless earbuds.

May we contact you to help? 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.

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

Regards,
Carl

Hi AryabrataV, we're truly sorry to hear that the WF-1000XM5 earbuds didn't provide the comfort you expected, especially compared to your LinkBuds S. We understand that comfort is incredibly important, particularly for extended listening.

Since you found the WF-1000XM5 to be too large, we'd like to recommend exploring our other earbud options that prioritize a more compact and ergonomic design. If you prefer an in-ear style but with a smaller footprint than the WF-1000XM5, the WF-C700N are a great option known for their lightweight and snug fit.
We appreciate your feedback and it helps us improve our products.

Thank you for being a valued Sony customer and for your feedback.
Sincerely,
Estefany

Hi G403, Thanks for the 5-star rating. We're happy that you are enjoying your new Song Wireless 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. Thank you for choosing Sony and we hope you enjoy your headphones from here on out. Have a great day! -Craig

Hi MMMM,

We are really sorry if our WF-1000XM5 didn't fit you well and that it had to be returned. 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

Your feedback matters to us as it helps us improve our products. We are sorry for the inconvenience, and we hope that you'll consider Sony again in your future purchase.

Sincerely,

Romeo

Hi Dean,

We appreciate the positive feedback.Thank you for your purchase and we are honored to have customers like you. We're glad to hear that you like the luxury experience of the Sony headphones. 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. Thank you for choosing Sony and we hope you enjoy your headphones from here on out. Have a great day!

-David