Customer Ratings & Reviews

Hi PedroN,

Thanks for sharing your honest feedback on the WF-1000XM5 earbuds. We're sorry to hear that they didn't quite live up to your expectations.We appreciate your perspective, and we want to ensure you're getting the best possible experience. Sometimes, a simple adjustment to the ear tips or sound settings can make a significant difference.

If you'd like to explore this further, we recommend reach out to our customer support team directly at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Remember installing the Sony | Sound Connect app as well!

We appreciate you choosing Sony.

Sincerely,
Jenn | Sony North America.

Hi SterlingS, thanks for this excellent review of the WF-1000XM5 earbuds! We're delighted to hear that you love them and would recommend them to others!

We also appreciate you sharing your experience regarding connectivity. You've hit on a common factor—environments with a high concentration of metal, radio waves, or thick concrete can sometimes interfere with the Bluetooth signal between the earbuds and the source device. It sounds like the headset is performing exactly as expected under challenging conditions!

If the momentary loss of connection ever becomes more frequent, a quick reset or initialization often helps clear things up. You can find the steps for that on the WF1000XM5's help guide: https://helpguide.sony.net/mdr/2963/v1/en/index.html

Thanks for choosing Sony!

Best, Jenn.

Hi gonzmustang, Thank you for sharing your feedback on the Sony WF1000XM5.We understand your concerns regarding the fit and performance of the WF-1000XM5 earbuds, especially in comparison to the WH-1000XM5 over-ear headphones. For further assistance regarding the fit of the earbud tips, we suggest contacting contact our product support team through this link: https://us.esupport.sony.com/support/s/service?language=en_US.

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 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

Hi SamuelB,

We're pleased to learn that your Sony earbuds deliver outstanding sound quality and effective noise canceling for your everyday use. Thank you so much for the 4-star rating and for sharing your thoughts—even though you noticed a bit of ear fatigue and bulkiness, it's great to know the performance makes a strong impression.

Thank you for choosing Sony—wishing you a fantastic day!
DiegoV.

Hi STCFL, Fantastic! We're thrilled to hear that you find your WF-1000XM5 to be a great upgrade from the XM4, especially noting their lighter weight and improved battery life. We appreciate your comparison to AirPods and are glad that our headphones have met your expectations. Your feedback is invaluable to us, and we're delighted that you're enjoying the enhanced features of the WF-1000XM5. Thank you for choosing Sony! - Romeo

Hi DanK, Thank you for your review of the WF-1000XM5! We're glad to hear that you find them much better than the WF-1000XM3. The improvements in size, fit, and noise-canceling capabilities are significant upgrades that many users appreciate. The smaller design and tighter fit enhance comfort and stability, while the advanced noise-canceling technology provides a superior listening experience. Thanks for choosing Sony! -Sam

Hi Hell606, Thanks for commenting! We're truly delighted to hear that you love the sound quality and noise canceling features of your WF-1000XM5, especially for listening to your podcasts and music. We appreciate your feedback regarding the comfort and durability of the ear tips. Your comments are valuable to us, and we'll take them into consideration for future improvements. Thank you so much for your purchase and for choosing the best brand, Sony! - Romeo

Hi S767, we're glad you are happy with your new earbuds! Thanks for choosing Sony! ~Earl

Hi Nitro,

Fantastic! You've definitely made a great choice! We are extremely pleased to hear your satisfaction with the amazing features and superb performance of your WF-1000XM5. Your feedback with the supplied earbud tips is greatly appreciated.

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 so much for the perfect star review and for choosing Sony!

- Romeo

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

Hello Buzzy,

Thank you for considering Sony products.

We are pleased to hear that you find the sound quality of the WF-1000XM5 earbuds exceptional. However, we sincerely apologize for the difficulties you are encountering with the multipoint connectivity feature and the challenges in seamlessly transitioning between your laptop and cell phone.

To address these issues, please follow the steps below:

Update Firmware to Version 6.1.0: Ensure your earbuds are running the latest firmware to improve performance. Detailed instructions are available here:

Reset the Earbuds: Performing a reset can often resolve connectivity issues. Please refer to the following guide for instructions: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

Initialize the Earbuds: Restoring factory settings can help eliminate persistent problems. Follow the steps outlined here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

Adjust Bluetooth Settings: On Your Connected Devices: If possible, set the Bluetooth codec to AAC to reduce audio processing load.

On the Earbuds: Use the Sony | Sound Connect app to set the connection priority to "Prioritize Stable Connection."

Check for Interference: Ensure that other wireless devices, such as Wi-Fi routers or other Bluetooth devices, are not causing interference.

If the issues persist after these steps, we encourage you to contact our dedicated support team for further assistance and advanced troubleshooting. You can find all contact options and resources here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We appreciate your patience and hope to help resolve this promptly.

Best regards,
-Fred

Hi ChristinaP, Awesome! We are so glad to hear that you are happy with your new WF-1000XM5! Thank you for choosing Sony! -Carl

Hi Starns1,

You made the right choice! We're glad that you like the sound quality of your new Sony headphones. We appreciate the 5-star rating and thank you for choosing Sony!

-David

Hi YvanO, Thank you for the feedback on your experience with your new Sony WF1000XM5. We're glad to hear that you like the amazing sound these earbuds delivers. At Sony, we are always looking to improve our product quality and features. We have noted your input about the Google assistant function and will be sure to forward this feedback to the appropriate department.

And we also apologize for any inconvenience that you experienced with some of the features of your Sony WF1000XM5. For touch control sensitivity issues, please follow some of the steps and guidelines provided on this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779987.html

If the Noise Canceling function turns on/off randomly or changes unexpectedly, please follow the troubleshooting steps on this link to resolve the issue:

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00229328

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:

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 Rrddgg!
Thank you so much for your feedback! It is most rewarding to hear that you consider the WF-1000XM5 your gold standard for audio.

Thank you for putting your trust in Sony!
Warm regards,
Estefany

Hi Italianfox, we're glad you like the sound quality, noise canceling feature and comfort of our product. 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. Thanks for choosing Sony. ~Earl

Hi Puck, we're glad you like our product! Thanks for choosing Sony. ~Earl

Hi LucasG, we're glad you like the sound quality and fit of our product. We appreciate your feedback regarding the lack of Bluetooth tracking system on WF1000XM5. This unit is compatible with Fast Pair feature. In one tap, the WF1000XM5 enables quick, effortless Bluetooth pairing with your Android™ devices. You can even check to see where you last placed them. You can find this link helpful:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1001106283.html?search=fast%20pair

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:

Thanks for choosing Sony. ~Earl

Hi Carolina, Thanks for the feedback! We're glad that you like the sound quality. We recommend trying different ear tip sizes and experimenting with the positioning to achieve a snug fit. 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

Hope this helps. Thanks and regards, -Craig