Customer Ratings & Reviews

Hi GarrettP,
Thank you for your time writing this review. We're sorry to hear that we were not able to meet your full expectations with your WF-1000XM5 headphones. Allow us help turn this to a better experience.

Please try some solutions below if unwanted noise is heard from the headphones:
When the Noise Canceling or Ambient Sound Control is On, the vibration of walking, running, or shaking your neck may be transmitted from your body and cause noise. This is normal, and not a malfunction. To avoid this, turn Off the Noise Canceling or Ambient Sound Control.
For more details, please refer to these links below:
https://www.sony.com/electronics/support/articles/00298368?utm_source=glean
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783928.html?utm_source=glean

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

Hi user782323,

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 JamesE,

While we're happy you like most of the features, we're sorry to know if the available operating time is short or the battery power does not last long. Check the Available operating time in your model's Help Guide for operating times of the headphones on a fully-charged battery.
Ref: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781965.html

If you set the following functions, the available operating time of the battery becomes short.

• Equalizer
• DSEE Extreme
• Speak-to-Chat
• Function to launch the voice assistant by your voice
• Sound quality mode during Bluetooth playback: Priority on sound quality
• Service Link
• Head Gesture

If you run the above settings at the same time, the available operating time of the battery becomes even shorter.

For additional information, refer to this helpful link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00271301

We also recommended updating the firmware of the headphones (via the Sony Headphones Connect app) for optimum performance. If you need further assistance, you may 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 Azure, We're sorry to hear about your disappointment with our new Sony WF1000XM5 wireless earbuds. We understand you are used to the performance of your other earphones, however we could have help you resolve your concerns should you've reach out to us. We hope you'd still consider our products in your future purchases. Thanks and regards, -Craig

Hi ZaneW, nice! We're happy to hear that you like our product! Thanks for choosing Sony! ~Earl

Hi Rich50, we're glad you like your new earbuds! Thanks for choosing Sony! ~Earl

Hi Toshiba,

That's amazing! You definitely made a great decision in purchasing the WF-1000XM5! We are so happy to know your satisfaction with its superb performance. 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 the perfect star review and for choosing Sony!

- Romeo

Hello PabloP,

We truly apologize for the inconvenience you've faced with your earbuds. We understand that battery life problems can be incredibly frustrating. To help you resolve this issue, we recommend the following steps:

The available operating time is short, the battery power does not last long, the battery life of the left and right headset units is different.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.html?search=short

Firmware Update to Version 4.0.2
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

Resetting the headset
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

Initializing the headset to restore factory settings
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

If you require assistance with any steps, we invite you to contact Sony Support for tailored help. For technical support information, please visit the following link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones.

Thank you for choosing Sony.
Best regards,
-Fred

Hi JingquanF, we're glad you like our product! We appreciate your 5-star rating of it! Thanks for choosing Sony! ~Earl

Hi RottenApple, Thank you for the feedback on your experience with your Sony WF1000XM5. While we're glad you like the excellent sound quality, we regret to hear about the battery issue you're having. This is definitely not the news that we would like to hear. Please follow the troubleshooting steps on this link if the available operating time is short or the battery power does not last long:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.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 JeremyL,

While we are thrilled to hear that you love the sound quality of your WF-1000XM5, we are really sorry if they 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 these articles:
https://www.sony.com/electronics/support/articles/00262839
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

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 & your feedback, and thanks for choosing Sony.

Sincerely,

Romeo
Sony Social Support

Hi Deemoe, Awesome! Thank you for considering the Sony WF1000XM5 True Wireless Noise Cancelling 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.

Let us know what you think when you get it. You won't be disappointed! -Sam

Hi DRPerkins,

Thank you for the review and your feedback is greatly appreciated. Thank you for choosing Sony!

-David

Hi James, Thank you for giving the WF1000XM5 a perfect rating! We're very pleased to hear that you love everything about these 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! -Sam

Hi Fortniteluvr,

Thank you for the review. The sound quality will depend in the source, battery and environment that you're playing. You can use the Sony headphones connect app to adjust the sound settings of the headphones for better audio experience.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00269130

For us to better assist you, please email us at socialsupport@am.sony.com with the following details:

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

-David

Hi Bennie,

We regret to hear that you are not satisfied with the headphones. 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

Additional troubleshooting steps are also available on this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779964.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

Hi Timotheus,

Thanks for commenting, and we appreciate your feedback. If there's anything 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:

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 your purchase and for choosing Sony!

Best regards,

Romeo