Customer Ratings & Reviews

Hello BinetaR,

Thank you for considering Sony products. We're truly sorry to learn that your WF1000XM5 earbuds is not functioning properly. We strive for the highest quality standards, and we are dedicated to resolving your concerns.

Your unit comes with a one-year warranty, and we would like to better understand the issue you're experiencing with your WF1000XM5 earbuds so that we can offer you appropriate troubleshooting steps. Please contact us via email at socialsupport@am.sony.com. We kindly request 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

Hi GabrielS, we're sorry to hear that you had returned your Sony unit. It is recommended to set the unit to “Priority on stable connection” using the Headphone Connect app when dealing with connectivity issues. It is also recommended to follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779959.html?search=skip

We have our Support team that is always happy to assist. You may email anytime us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

Hope you consider Sony again. ~Earl

Hello JAMSTER,

Thank you for considering Sony products. We sincerely apologize for any inconvenience you’ve encountered with your WF1000XM5 earbuds. This is certainly not the level of quality we strive for, and we are committed to addressing your concerns.

To help us better understand your situation and explore how we can assist you, please reach out to us via email at socialsupport@am.sony.com. We would appreciate it if you could include the following information 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

Hi SebastianO,
Thank you for your time writing this review. We're sorry to hear that we were not able to meet your expectations with your WF1000XM5 earbuds. This is definitely not the experience we want you to have with our product. Allow us to help turn this to a better experience.

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. If the earbuds aren't fit snugly in your ears, they may feel heavier and more likely to fall out. 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.

With regard to the touch sensor sensitivity, you can adjust the function of the touch sensor through the Sony | headphone connect app. This may help to reduce accidental activation of the controls. For more details: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779848.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

Hello HelenE,
We regret to hear that you are having problem connecting your new WF1000XM5 to your phone. This is usually not the case with our XM5. Please allow us to help and turn this to a better experience. For connection issues, please see this link. It will help you resolve the connection problem.

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779975.html

If the issue persists, 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 & your feedback, and thank you for choosing Sony.

Sincerely,
Marco

Hi Keegan, We're sorry to hear that your earbuds are not working. This is definitely not what we wanted you to experience. If you haven't yet, to properly reset your device, kindly follow the steps in the link below : https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html?search=reset

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 JamarS,

Thanks for reaching out to us. We regret to hear that you're hearing unwanted noise on your 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 Headphones Connect app). Doing so may resolve the issue.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/downloads

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.

If the issue persists after following the steps above, please email us at socialsupport@am.sony.com with the following details so we can best assist you.

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

We value you, and thank you for choosing Sony.

Sincerely,
Jess

Hi DanielW, We're sorry to hear that you are having trouble with the fitting. 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

I hope this helps.

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 best assist you.

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

We value you, and thanks for choosing Sony.

Sincerely,
-Craig

Hi DernardC, thank you for taking the time to share your feedback regarding the WF-1000XM5 earbuds. We sincerely apologize for any disappointment you’ve experienced with the audio quality and noise cancellation features. We appreciate your insights as they help us to improve our products.

To enhance your listening experience, we recommend ensuring that your earbuds are properly fitted for optimal sound quality and noise isolation. Additionally, you may want to try adjusting the sound settings through the Sony | Sound Connect app, which allows you to customize your audio preferences to better suit your taste.

If you require further assistance or have any questions, please do not hesitate to reach out to our technical support team. https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
We are here to help and want to ensure you have the best possible experience with our products.

Thank you for being a valued Sony customer and for letting us know about this issue.
Sincerely,
Estefany

Hi KyleM,

We regret to hear that you are having an issue with your Sony wireless noise canceling in-ear headphones. If the WF1000XM5 headphones are still with you, please make sure they are up-to-date: https://www.sony.com/electronics/support/wf-1000xm5/software/00296561. The updates improve the general performance of the unit and resolve any possible software-related issues. You can set the quality mode of the unit to "Priority on stable connection" for a more stable connection. If still the same, you can reset and initialize the headphones to further isolate the issue:

- https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
- https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

We take all user input seriously and will make sure your comments reach the appropriate person. Should you need further assistance, you can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Vincent

Hi RandyS, We apologize for the inconvenience you have experienced with your WF-1000XM5. It is certainly not the experience we intended for our customers. Let's try to resolve this charging case issue by following the troubleshooting steps on this link: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239145.html

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

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

Sincerely,
Sam

Hi DianaG,

We are really sorry if the design of our WF-1000XM5 didn't live up to your expectations. Also, we apologize if these headphones didn't fit you well. 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

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 EricS,

We regret to know that you're not having the best experience with your WF-1000XM5 and it hasn't performed to your standards. This is not the experience we want you to have. Your feedback is extremely important to us and is very much appreciated. We recommended updating the firmware of the headphones (via the Sony Sound Connect app) for optimum performance. The software update improves the general performance of the unit and includes key features, applications, and bug fixes.

By using the Sony Sound Connect app, you can make few adjustments to your headphones settings to suit your needs. This will give you more control over your headphones and their performance. For more details, you may refer to this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00286844

To ensure optimal performance, as well as to obtain the best fit and prevent the headset from falling out, change the earbud tips to ones that fit more snugly in your ears. If you feel earbud tips are difficult to put into your ears, change the size of earbud tips or squeeze earbud tips lightly before wearing the headset. When wearing them, gently pull up on the top of your ears, put the earbud tips in your ear canal, and then twist the earbuds into place. This makes sure the earbuds are firmly in the ear canal.

Please make sure to follow the guide from this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00262839

Should you need further assistance, please let us know so we can turn your experience around. Sony 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

You may also send us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Jess

Hi ZachG,

You made the right choice with the Sony WF-1000XM5! We're thrilled that you are enjoying the noise canceling function, Adaptive Sound Control, sound quality, battery life, and dedicated app (Sony Headphones Connect) 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

Hello AngelD13,
We regret to hear that you are not pleased with the audio quality of our WF1000XM5 nor it did not meet your standards. This is usually not the case with our XM5. Our XM5 is equipped with 360 Reality Audio. 360 Reality Audio is a new music experience using Sony’s 360 three-dimensional audio technology. With the help or use of a music streaming service (charged) app that supports 360 Reality Audio on your smartphone or tablet equipped with iOS or Android. By optimizing the sound field and the acoustic feature of headset with the “Sony | Headphones Connect” app, you can enjoy a more realistic sense of reality.

Also, our XM5 has two sound quality modes.
Priority on sound quality: Prioritizes the sound quality.
- When you want to prioritize the sound quality, select “Priority on sound quality”.

Priority on stable connection: Prioritizes the stable connection (default).
- If the connection is unstable, such as when producing only intermittent sound, select “Priority on stable connection”.

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


If you need assistance with your XM5, please let us know so we can turn this to a better experience. Kindly email us at socialsupport@am.sony.com with the following details:

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


We're more than happy to assist you.

Sincerely,
Marco