Customer Ratings & Reviews

Hi JasonW,

While we are glad to hear your good feedback with the superb sound quality of our WF-1000XM5, we are really sorry if it 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 RadRick,

We're truly sorry to hear about your experience. We understand that your WF1000XM5s are having issues with the sound cutting out and the fitting is unstable. Please try following the steps in the links below:

To reset them: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

To perform factory reset: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

Additionally, make sure they have the latest version installed: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

Lastly, to address the fitting issue, check this out: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html?search=tip

If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details:

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


One of our technical specialists will call you back within 2 business days.


Sincerely,

Eliab
Sony Social Support

Hi Edward,

We are really sorry if the sound quality of your WF-1000XM5 didn't live up to your expectations. This is certainly not the news we'd like to hear from you. For the sound quality, 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, you may not obtain the correct sound qualities, noise canceling effects, or call performance. Please refer to the following instructions to maximize the noise canceling function and sound quality of your headphones for music and calls:
https://www.sony.com/electronics/support/articles/00262839
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html

I hope this helps.

If there's something we can do to help or you may need more 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:

We value you, and thank you for your purchase.

Sincerely,

Romeo
Sony Social Support

Hi TerriK, We're sorry to hear about your frustration. This is definitely not what we wanted you to go through. Our support team could have helped you resolve your concerns. We hope you'd still consider our products in your future purchases. Thanks and regards, -Craig

Hi Sleep, we're glad you love 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 for choosing Sony! ~Earl

Hello John,

We sincerely apologize for the inconvenience you've encountered with the left earbud of your WF-1000XM5 headphones not producing audio. We would like to assist you in resolving this issue. Here are some troubleshooting steps that may help:

Reset and Initialize the WF-1000XM5, please click on the following link for detailed instructions: https://www.sony.com/electronics/support/articles/00298373.

Ensure that your WF-1000XM5 unit is updated to the latest firmware version, 4.0.2. You can find the update at the following link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561.

If you require further assistance with any steps, we kindly ask you to contact our Sony Support team for tailored help. For technical support information: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones.

Thank you for choosing Sony.
Best regards,
-Fred

Hi AdamS,

We are really sorry if the supplied earbud tips of our WF-1000XM5 didn't live up to your expectations. The New Noise Isolation Earbud Tips are made from an exclusive material that improves fitting and increases comfort. The earbuds come in four sizes, including a new extra small version. For optimum fit, comfort, and in order to maximize the noise canceling function and sound quality of these headphones, we always recommend following the steps on this article:
https://www.sony.com/electronics/support/articles/00262839

And to troubleshoot Noise Canceling issues when using the WF-1000XM5 earbud headphones, please refer to the following link:
https://www.sony.com/electronics/support/articles/00298372

We truly appreciate your feedback. If there's anything we can do to help or you may need more 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:

We value you, and thank you for choosing Sony.

Sincerely,

Romeo
Sony Social Support

Hi BrianB, We apologize for the inconvenience you've experienced. We understand that finding the perfect fit can vary from person to person. We recommend trying different ear tip sizes and experimenting with the positioning to achieve a snug fit. If you find the touch control too sensitive, the Sony | Headphones Connect app allows you to customize or disable certain touch features to prevent accidental activations. Should you need further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Regards,
Sam

Hi there,

While we are glad to hear that our WF-1000XM5 fits you well, we are really sorry if you are experiencing an issue when using them for hands-free calls. This is certainly not the news we'd like to hear from you. If you haven't tried yet, please perform our suggested troubleshooting steps on this article and see if it resolves the problem:
https://www.sony.com/electronics/support/articles/00298371

You may also try resetting and initializing your headphones to further isolate the issue:
https://www.sony.com/electronics/support/articles/00298373

Should you need more assistance or information with our product, please email us at socialsupport@am.sony.com with the following details so we can better assist you.

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

We value you, and thank you for choosing Sony.

Sincerely,

Romeo
Sony Social Support

Hi JohnM,

We are really sorry if you are having issues with your WF-1000XM5. This is certainly not the news we'd like to hear from you. We want to make sure you’re taken care of and help check on your headphones. May we contact you directly to assist you? 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.

Sony Case Number:
Full Name:
Best Buy Username:
Telephone Number:
Model Number: WF-1000XM5
Issue/Concern:

We value you being a Sony customer. Sorry for the inconvenience and hope to speak directly to try to resolve this matter.

Thank you for letting us help assist you.

Sincerely,

Romeo
Sony Social Support

Hi HectorDm We appreciate the feedback and we apologize for the inconvenience. This is definitely not what we wanted your to experience. We'd like to know what issues have you encountered with the app so we can assist. As for the pads, are you referring to the ear tips? You can detach the ear tips from the ear bud when cleaning.

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 Chris, We're sorry to hear that you are not impressed with the fittings. This is definitely not what we wanted you to experience. We understand you've tried all the ear tips however, we'd like you to visit the link below: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html?search=wearing There are few steps you can perform to improve or to obtain the proper fit for your ears. As for the connectivity, delete the headset pairing information on your iPhone and perform pairing again. Hope this helps. Thanks and regards, -Craig

Hi JohnB, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the comfort and sound quality of your Sony unit. We would like to turn your opinion around regarding our industry-leading noise canceling earbuds. You can 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. Please follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html

Let's isolate the issue on the sound quality by switching the settings and checking the sound quality mode with the “Sony | Headphones Connect” app. Please make sure the unit is set on Priority on sound quality: Prioritizes the sound quality. Please check these links for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781983.html?search=sound%20quality

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html?search=sound%20quality

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 MatyM,

Thank you for sharing your feedback, and we're sorry to hear that the WF-1000XM5 earbuds didn’t meet your expectations. Fit can be a challenge with earbuds since everyone’s ears are different, and we understand how frustrating it is when they don’t stay secure. 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

Regarding the touch sensitivity, you can adjust or disable certain touch controls in the Sony | Sound Connect app, which may help reduce accidental changes.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781367.html?search=Change%20the%20function%20of%20the%20touch%20sensor

If there's something we can do to help or you may need more information with our product, please email us at socialsupport@am.sony.com with the following details so we can best assist you.

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

We appreciate you taking the time to share your feedback with us as it helps us to identify any areas where we may need to improve. We are hoping you will consider Sony again in your future purchase.

Best regards,

Romeo
Sony Social Support

Hi JohnR,

We are really sorry if our WF-1000XM5 didn't live up to your expectations and that it had to be returned. This is certainly not the news we'd like to hear from you. For low sound quality, we always recommend performing the steps on this Help Guide link to solve this issue:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html

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 GarrettS,

Thank you for taking the time to review your WF-1000XM5 earbud headphones. While we're glad that you like most of the features, we regret to hear you've been running into difficulty. Your feedback is extremely important to us and is very much appreciated. When charging the unit The indicator (orange) on the charging case lights up. After charging is complete, the indicator on the charging case turns off.

Regarding the notification with voice guidance, when the remaining battery becomes low, a warning beep sounds when you put the headset into your ears or while using the headset, and the voice guidance says, “Low battery”, so charge the headset as soon as possible. When the battery becomes completely empty, a warning beep sounds, the voice guidance says, “Battery is empty”, and the headset automatically turns off.

By using the Sony Headphones Connect app, you can change the language of the voice guidance, turn on/off the voice guidance, and set the voice guidance volume. For more details about the voice guidance, please visit this help guide link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781304.html

It's unfortunate that you consider returning the unit. We want to make sure you’re taken care of.
If you still have the unit and you need further assistance regarding your concern, you can email us at socialsupport@am.sony.com with the following details:

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

Regards,
Jess

Hi Halo, Thanks for sharing your experience with the Sony XM5 wireless earbuds. We're sad to hear that you are not happy with the sound quality. Depending on the caller’s voice characteristics or the ambient environmental noises, the audio signal processing that is mounted on the headset may not work well and the call sound quality may be reduced.

If your voice sounds too loud or the sounds in your surroundings are bothering you, turn off [Capture Voice During a Phone Call] on the “Sony | Headphones Connect” app.

For optimum performance, make sure to install the latest software version of the headphones (via the Sony Headphones Connect app).

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 Joseph,

We are really sorry if our WF-1000XM5 didn't live up to your expectations. This is certainly not the news we'd like to hear from you. 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. To isolate the problem, please follow our suggested troubleshooting steps on this Help Guide link:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html

If there's something we can do to help or you may need more 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:

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

Sincerely,

Romeo

Hi DarionS, thanks for choosing and purchasing our product. We're glad you like it. We're sorry to hear that you have an issue charging your Sony unit. Please make sure the headset units are stored securely in the supplied charging case. If the headset units are floating in the charging case, the headset units may not be charged. Please isolate the issue by following these links:

https://www.sony.com/electronics/support/articles/00298367?utm_source=glean

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780016.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 egnurlaup,
Thank you for your time writing this review. We're sorry to hear that the WF1000XM5 does not fit properly on your ears. Please try some solutions below:

If you already change the earbud tips to ones that fit more snugly in your ears. Check the earbud insertion angle. Adjust the fit of the headset units to your ears. 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.
Wait for about 10 seconds for the earbud tip shape to stabilize.
For reference: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

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