Customer Ratings & Reviews

Hi ihasbestbuy,

We are sorry to hear you're occasionally experiencing grainy audio with your WF-1000XM5 earbuds, as this is definitely not the intended experience. We appreciate you troubleshooting it by rebooting.

This symptom is sometimes related to an interference issue. Please try the following steps, which often resolve intermittent audio quality drops:

Disable DSEE Extreme: If you are using the Sony | Headphones Connect app, try turning off the DSEE Extreme feature to see if it stabilizes the connection and audio processing.

Prioritize "Stable Connection": In the Sony | Headphones Connect app, go to the Sound tab and set the Bluetooth Connection Quality to "Priority on Stable Connection" instead of "Priority on Sound Quality." This often prevents drops or static, especially in high-interference environments.

If the issue persists, please check for and install any available firmware updates via the app.

Thank you for your feedback.
Best regards,
Eliab

Hi mhjmi,

Fabulous! We are truly delighted to know about your satisfaction with the amazing sound quality, exceptional noise canceling function, and smaller design of your WF-1000XM5.

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

Hi Dmr25!
Thanks so much for the great review and for sharing your experience with us.
We are excited to hear that your new WF-1000XM5 earbuds are a hit and that you're loving the color and comfortable fit. It’s wonderful to know they are working out so well for your daily listening!

We appreciate you choosing Sony!
Best regards,
Estefany

Hi Cruz,

We're glad that you like the sound quality of the headphones. It's unfortunate that you are having connectivity issues. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Headphones Connect app). Check that both earbuds are placed correctly on the charging case. Each headset unit will be set to the correct position in the charging case by the built-in magnet. Resetting and initializing the headset may also help resolve those issues. Please refer to the steps on these links:

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

Note: For the WF1000XM4, refer to these links for steps to reset and initialize the headset:

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428696.html
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428697.html

Hope this helps. If still not resolved or 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 JETLIKNIGHT,
Thank you for your honest feedback! We are pleased to learn you’re giving the WF-1000XM5 a try.

Sometimes, a little adjustment is all it takes to find the perfect fit. We recommend experimenting with the different sizes of ear tips included in the box to help improve comfort and ensure a secure fit.

Thanks for choosing Sony and for your feedback.
Sincerely,
Estefany

Hello MasonB,

Thank you for choosing Sony!

We're very glad to hear that you're appreciating the exceptional sound quality and stylish design of the WF-1000XM5. You're absolutely right; downloading the Sony Sound Connect App allows you to customize your audio experience even further. We hope you continue to enjoy your new earbuds!

Best regards,
-Fred

Hi, Tdnb,

Thanks for the review and for letting us know your concerns about the Earbuds. It really matters to us, as Sony always strives to deliver the best quality products. We can definitely take in consideration the details provided, and pass the feedback to the appropriate department.

Thank you for choosing Sony, have a nice day!
-DiegoV

Hi FriendlyGhost, Thank you for the great review! We're glad you like the more compact design, comfortable fit, and amazing sound quality of your Sony WF1000XM5. Thanks for choosing Sony! -Sam

Hi EnriqueH,

Amazing! We're glad that you like the sound quality, noise canceling function, and battery life 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

HI RadD,

We are pleased to hear that the WF-1000XM5 earbuds are working well for your gym sessions! It is great to know that their compact, secure fit and advanced noise cancellation provide the performance you need while on the move.

Thanks for choosing Sony.

Best regards, Eliab

Hi AnthonyC, Thanks for the wonderful feedback! We're glad you're happy with your purchase. Make sure to keep your device's firmware up to date to enjoy all its features. Thanks for choosing Sony! -Craig

Hi MatthewS, thanks for sharing your wonderful experience! We're thrilled to hear you're enjoying the astonishing sound quality with premium noise cancellation, and the customizable audio experience of the Sony - WF1000XM5. Thank you so much for choosing Sony and enjoy your new earbuds! Regards, -Dominick

Hi OmarR, Great! We're very happy to hear that you're satisfied with the amazing sound quality of the WF1000XM5. We appreciate the recommendation and thanks for choosing Sony! -Sam

Hi Damon, we're glad you are enjoying your new earbuds! Thanks for choosing Sony. ~Earl

Hi MKing,

While we are glad to hear your satisfaction with the amazing sound quality and exceptional noise canceling feature of your WF-1000XM5, we are really sorry if you're experiencing some issues. We understand your disappointment and want to ensure you receive the best possible experience with our product. We value your feedback about the earbud tips, companion app, price, and touch control function of the headphones. To ensure you're getting the most out of your WF-1000XM5, we suggest updating its firmware to the latest version. The update enhances the headphones' functionality and features while addressing any performance issues you might be experiencing. For more details, please visit the link below:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/downloads

As for the earbud tips, the earbud tips deteriorate through long-term use and storage. If the earbud tips deteriorate, they cannot achieve proper sound qualities or noise canceling effects. If the earbud tips are damaged and need replacing, please contact your nearest Sony dealer. You can also obtain replacement accessories from Sony Parts and Accessories website. Visit Sony support website > scroll down and select Parts & Accessories.

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.

Full Name:
BestBuy Username:
Telephone Number:
Model Number:
Additional Information regarding your experience with the WF-1000XM5:

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 Tyler, thanks for commenting! We're happy to learn about your satisfaction with the amazing sound quality and very comfortable fit design of your WF1000XM5. Thank you very much for your purchase and for choosing the best brand, Sony! - Romeo

Hi KennethS,
Thank you so much for sharing your great experience with us! Glad to hear you are enjoying the amazing sound quality and comfortable fit of your WF1000XM5 earbuds. Your satisfaction means a lot to us. Thanks for choosing Sony! - Kris

Hi Gedeco, awesome! We're glad you like the comfort and sound quality of our product! Thanks for choosing Sony! ~Earl

Hi MinaN,

Thanks for commenting! We are so happy to hear your satisfaction with the amazing sound & quality of the WF-1000XM5. We greatly appreciate your input with the companion app.

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.

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:

Thank you for your purchase and for choosing Sony!

- Romeo

Hi RicardoR, awesome! We're glad you like the sound quality and comfort of your new earbuds! Thanks for choosing Sony. ~Earl