Customer Ratings & Reviews

Hi TylerG, we're glad you like the sound quality and noise canceling feature of the product. We're sorry to hear that had an issue with the earbud tips of your Sony unit. We really wished we could turn your opinion around regarding our WF1000XM5. It is recommended to 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.

We have our Support team that is always happy to assist. You may email us anytime at socialsupport@am.sony.com

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. We hope you consider Sony again. Thank you. ~Earl

Hello ChristopherB,

Thank you for choosing Sony!

We're glad to hear that you're enjoying your WF-1000XM5 headphones, especially their easy tracking and seamless switching between sound settings! It's great to know our design makes everyday use more convenient. We're also pleased that the audio quality has exceeded your expectations. We hope you continue to enjoy the versatility and performance of your WF-1000XM5 headphones!

Best regards,
-Fred

Hi AnnaF,
Thanks for reaching out about the WF-1000XM5 earbuds and your experience using them at work. We understand how important it is to be able to use a single earbud and still have full control, especially for pausing your audio.

You're right, the left earbud on its own can't pause playback. The pause function and the automatic in-ear detection are both tied to the right earbud. So when you take out the left earbud, the audio continues to play, which we know isn't ideal for your situation.

It's a great piece of feedback. We're always looking for ways to improve our products, and customer input like yours is incredibly valuable.

If you’d like to learn more about this, feel free to check out the following link, we put together extra details there that might be helpful: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781982.html

We know this isn't the solution you were hoping for, but we hope this helps clarify why the earbuds work the way they do.

Thanks for considering Sony products and for your thoughtful input.
Sincerely,
Estefany

Hi KAK2, nice! We're glad you like your new earbuds! Thanks for choosing Sony! Enjoy! ~Earl

Hi KaramA,

We're thrilled you're enjoying the incredible sound and noise cancellation of the WF-1000XM5 earbuds! It's great to know you're taking advantage of the customizable settings.

Thanks for choosing Sony.

Best regards,
Eliab

Thank you for your review, Consumer.

We are sorry to hear that the WF-1000XM5 earbuds are not meeting your expectations regarding volume and bass, and that you are experiencing difficulty with them falling out of your ears. This is definitely not the comfortable, high-performance experience we intend to deliver.

The fit of earbuds is crucial for both comfort and audio performance, especially bass response and noise canceling effectiveness. We recommend trying the following:

Change Ear Tips: The WF-1000XM5 comes with multiple sizes of noise isolation earbud tips. Please experiment with the different sizes (L, M, S, and SS) to find the one that creates the tightest, most secure seal in your ear canal. A good seal is essential for maximizing bass and volume.


Check the App EQ: If you still desire more volume and bass, you can adjust the equalizer settings directly within the Sony | Headphones Connect app to customize the sound profile to your preference.

If you continue to experience discomfort or poor sound quality after trying different tips and EQ settings, please contact our support team directly. They can provide more personalized guidance to ensure you get the reliable performance and fit these earbuds are designed to deliver:

Sony Support Contact: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We appreciate you bringing these issues to our attention.

Best regards, Gus, Sony Social Media Team

Hi killzoomer, it is so great to know that you love your new earbuds! Thanks for choosing Sony! ~Earl

Hi RobertoI,

Fantastic! We are thrilled to know that you love your WF-1000XM5, and that you are satisfied with its very comfortable fit design, ease of use, and exceptional sound quality. 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 Clyde,

You made the right choice upgrading to the Sony WF1000XM5! We're glad that you like the fit, comfort, and sound quality of the headphones. Your feedback about the Sony app is greatly appreciated. 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 Daniel,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality and fit of the headphones. It's unfortunate that the left earbud is not working properly.

For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Headphones Connect app).

You may also find these steps helpful:

-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.

-When the charging ports of the headset units or the charging case get dirty, the headset units may not be charged. Clean the charging ports with a soft dry cloth.

-The left or right headset unit works as the main headset unit, so it consumes the rechargeable battery faster than the other unit. There is a difference in charging time between the left and right headset units, but this is not a malfunction. The left or the right headset unit can be the “main headset unit” depending on the usage environment.

Resetting and initializing the headset may also help resolve the issue:

Resetting the headset
-Set the headset units into the charging case. Leave the charging case lid open.
-Press and hold the reset button on the back of the charging case for about 20 seconds or more. After about 15 seconds, the indicator (orange) on the charging case flashes for about 5 seconds. Then, the indicator on the charging case turns off and the headset will be reset. Note: Do not release your finger from the reset button on the charging case while the indicator (orange) is flashing. If you release your finger, the headset will be initialized.
-Check that the indicator turns off and then release your finger.

If the headset does not operate correctly even after resetting, initialize the headset to restore factory settings.

Initializing the headset
-Set the headset units into the charging case. Leave the charging case lid open.
-Press and hold the initialize button on the back of the charging case for about 15 seconds or more.
The indicator (blue) on the charging case repeatedly flashes twice in a row, and then the indicator (orange) starts flashing.
-Release your finger within 5 seconds after the indicator (orange) on the charging case starts flashing. When the initializing is complete, the indicator (green) on the charging case flashes 4 times.

This operation resets volume settings, etc. to the factory settings, and deletes all pairing information. In this case, delete the pairing information for the headset from the connected device and then pair them again.

Hope this helps. If still not resolved or you need further assistance, please 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 GerardD,

Thanks for commenting! We're extremely pleased to hear about your satisfaction with the amazing sound quality, very comfortable fit design, long-lasting battery life, and exceptional noise canceling feature of your WF-1000XM5. Thank you very much for your purchase and for choosing the best brand, Sony!

Best regards,

Romeo

Hello MaryH,

Thank you for choosing Sony!

We're glad you're enjoying the sound quality of your WF-1000XM5 earbuds! We apologize for any inconvenience you may have experienced. To enhance both the fit and your overall listening experience, we suggest experimenting with the various sizes of ear tips provided with the earbuds.

We also recommend checking out Sony's official video for tips on how to properly fit and wear your earbuds for enhanced comfort. You can watch it here: https://youtu.be/geivoMDgPtc?si=4E2-wASR0GssPpbo.

We hope these tips help you get the most out of your listening experience. Thank you for sharing your feedback!

Best regards,
-Fred

Hi JasonT,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the battery life of the headphones. It's unfortunate that you are not satisfied with the fit and noise canceling function. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).

Aside from changing the earbud tips, make sure that you are wearing both earbuds properly. 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. If you touch the touch sensor, the headset may operate. If you feel it is difficult to put the earbud tips into your ears, squeeze the earbud tips lightly before wearing the headset. You may find this link helpful:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

The noise canceling effects may not be achieved depending on how the headset units are worn.
If you use the video function of your smartphone or other devices to record and check how the headset units are worn in your ears, you can understand its feel when worn and get closer to discover the correct way to wear the headset.

The noise canceling function is effective in low frequency ranges such as airplanes, trains, offices, near air-conditioning, and is not as effective for higher frequencies, such as human voices. When the Adaptive Sound Control on the Sony Sound Connect app is turned on, the wearer's actions, like walking or running, are detected. The noise canceling function is automatically adjusted and the Ambient Sound Mode may be activated according to these actions. To make the most of the noise canceling function, turn off the Adaptive Sound Control, and try to turn on the noise canceling function manually when you need it.

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 EsetaS,
Thank you for sharing your experience with us! Nice to hear you love the noise canceling features of your WF1000XM5. We're sorry if the volume lacks a little. Please refer to this link with steps to troubleshoot if the sound is low: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780052.html

Should you need further assistance, feel free to contact us by sending an email to socialsupport@am.sony.com with the following:
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 Metalatino, We're so happy to hear you're enjoying all the improvements we made of these earbuds headphones. Also, we are glad to know you appreciate the design and comfortably in your ears while keeping out external sounds. The slippery headsets can be easily removed from the case by simply tilting & lifting the headsets horizontally from the inside outward. ref: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

Thank you for taking the time to write such an in-depth review of your experience with your WF-1000XM5! Enjoy! -Jess

Hello BestBuyer11,
Thank you for your feedback and we are happy that you are enjoying the awesome sound quality and noise canceling feature of our XM5. Try changing the rubber tip of the earbuds from the smallest to the largest size so you see which one will fit snugly into your ears. Thank you for choosing Sony! - Marco

Hi Saiyan,

We couldn't be happier to hear that you are enjoying the excellent sound and noise cancellation of the Sony WF-1000XM5!

Achieving a very balanced sound alongside our industry-leading noise cancellation technology was a key focus, and we are delighted that you recognize these core strengths.

Thank you very much for choosing Sony and sharing your five-star review!

Regards,
Dominick

Hi ChristopherJ,

Thanks for sharing your 5-star review and experience with the WF1000XM5. We're glad that you like the noise canceling function and sound quality of the headphones. Your feedback about the supplied ear tips is greatly appreciated.

For optimum fit and comfort, make sure that you are wearing the headphones properly. You may find this link helpful:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

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!

-Ralph

Hi Andrew,

We’re sorry to hear your experience about the active noise cancellation with the WF1000XM5 earbuds. To get the most out of noise cancelling, make sure the earbuds create a secure fit in your ear—adjusting the ear tip size can really help. It’s also a good idea to check if noise cancelling is set to its highest level trough the Sony Sound Connect app. As well, a firmware update might be needed, which you can confirm in the Sony Sound Connect app, you can find more information in the following link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561 If you’re still hearing a lot of background noise, gently cleaning the earbud microphones may also improve performance.

Thank you for considering Sony products.

Best regards
DiegoV.

Hi JoVi724, it brings us great joy to hear you're enjoying your WF-1000XM5 earbuds! We truly appreciate you taking the time to share your thoughts.
We also appreciate your valuable feedback regarding the connection and longevity of your previous WF-1000XM4s. We're constantly working to improve our products and your input is incredibly helpful.

We designed the WF-1000XM5 with incredible noise cancellation and crystal-clear call quality to enhance your listening experience.

Thanks for choosing Sony!
Best regards,
Estefany