Customer Ratings & Reviews

Thank you for your feedback, Cbano42!

We are so pleased to hear that you are enjoying the Excellent sound quality of your WF-1000XM5 earbuds. Delivering that high-fidelity audio experience is our top priority!

We also appreciate you bringing the issue with the right earbud intermittently going blank to our attention. That is certainly not the seamless experience we intend, and having to re-insert it into the charger is frustrating. This is often a temporary issue that can be resolved with a specific troubleshooting step, such as cleaning the charging contacts on both the earbud and the case, or performing a reset of the earbuds.

We would like to help you resolve this permanently. Please reach out to our support team directly at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones so our specialists can guide you through these quick fixes and ensure both earbuds work reliably for you.

Best regards, Gus, Sony Social Media Team

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.

Thank you for sharing your fantastic review, Case!

We are absolutely thrilled to hear that the WF-1000XM5 earbuds are a "perfect fit" for you and that you find them so much better! The fit and comfort were key design goals for this model, and it's incredibly rewarding to know that the efforts to make them smaller and include multiple sizes of our noise-isolating foam tips are delivering a superior wearing experience.

Thank you again for choosing Sony!

Best regards, Gus, Sony Social Media Team

Hello Larry,

Thank you for considering Sony products.

We sincerely apologize for the discomfort you experienced with the WF-1000XM5 earbuds, which ultimately led to your decision to return them. This is certainly not up to the quality standards we strive for, and we take your concerns very seriously. Please be assured that we will forward your comments to our dedicated Sony team for a thorough review as we continue to work diligently to improve our products.

Best regards,
-Fred

Hi Danny,

Thank you so much for the incredible review! We are thrilled to hear that the WF-1000XM5 are the best earbuds you've ever owned and that you're finding the controls so easy and intuitive to use.

Thanks for choosing Sony.

Best regards,
Eliab

Hi MindBinder369!
It is fantastic to know that you're so happy with the WF-1000XM5 headphones.
We put a lot of work into the details, so hearing you say that everything is "very well done" and that they're "Industry Leading and ahead of the competition" really makes our day.
We know the size can be a little tricky, so thanks for sharing that insight.

We truly appreciate you taking the time to share your thoughts and for the amazing recommendation!

Thank you for choosing Sony!
Best regards,
Estefany

Hi Pioneerelite,

Amazing! We're glad that you are enjoying the sound quality 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

Hi Giovanni,
Thanks so much for sharing your feedback on the WF-1000XM5. It's fantastic to hear that you're loving the sound quality.
We're genuinely sorry, however, that the fit isn't quite working out for you, especially during activities like running or working out.

To help you get that perfect seal and stability you need for active use, we strongly recommend you experiment with the different sizes of ear tips included in the box. Even a slight change in size can make a huge difference in stability and overall seal.

We hope this suggestion helps you get the secure fit you need!

Thanks for considering Sony and for your feedback.
Warm regards,
Estefany

Hello QN710,

Thank you for choosing Sony!

It makes us really happy to hear that you're enjoying the beautiful sound quality and excellent noise cancellation of your WF1000XM5 earbuds, especially in a loud environment. We appreciate you taking the time to share your experience.

Best regards,
-Fred

Thank you for the fantastic review, user447997!

We are so glad you're enjoying the amazing sound and top-tier noise canceling on your WF-1000XM5 earbuds. It’s great to know they’re hitting the mark for you.

Thanks for choosing Sony!

Best regards, Gus, Sony Social Media Team

Hi LuffymanYT,

We're excited to hear that the Sony WF-1000XM5 headphones were a worthwhile investment for you and that the sound quality is a major upgrade from your previous pair.

Your feedback is truly appreciated. Thank you for choosing Sony!

Best regards,
Dominick

Hello Kitt,

Thank you for choosing Sony!

We're beyond pleased to hear that you're enjoying your WF-1000XM5 earbuds! It's great to know the noise cancelling has made such a positive impression and is working excellently for you. It’s rewarding to hear that our product has positively impacted your experience.

Best regards,
-Fred

Hi Tabi, we're glad you like the sound quality 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 WF1000XM5 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! ~Earl

Hi SamanthaR, This is great! We're also glad that your husband loves the WF1000XM5. We appreciate your feedback and thank you for choosing Sony. Erin

Thank you for your fantastic review, DanPC.

We are so pleased to hear that you are enjoying the premium sound of your new WF-1000XM5 earbuds. It's truly rewarding to know that you are taking advantage of the customization options to tailor the sound to your preferences. We designed these earbuds to deliver a personalized and exceptional listening experience, and it's great to know we've succeeded.

Thank you again for choosing Sony!

Best regards, Gus, Sony Social Media Team

Hi JovanyT, thanks for choosing and purchasing our product. We're glad you like the sound quality and fit of the WF1000XM5. We're sorry to hear that you have an issue with the audio playback and noise canceling feature of your Sony unit. Please set the earbuds to “Priority on stable connection” using the Headphone Connect app. Disable Speak-to-Chat feature. The Speak-to-Chat mode starts automatically when you talk to someone. The headset pauses or mutes the music being played. It may sound like the sound skips when this occurs, but it is not a malfunction. Please follow this link for more details:

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

If the noise canceling effects are not sufficient, please follow this link to isolate the issue:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html?search=noise%20canceling%20

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:

~Earl

Hello Alex,
Great! It's nice to hear that you are comfortably using our WF1000XM5 and are pleased with the sound quality as well. Thank you for choosing Sony! - Marco

Hi Joey,

That's awesome! You've definitely made a great choice! We are very happy to know that you're well-pleased with the amazing performance 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 rating and for commending Sony!

- Romeo

Hi JohnW, thank you for sharing your experience! We're glad to hear you really enjoy the noise cancellation and magnificent sound quality of the Sony - WF1000XM5. But we're sorry to learn you experienced audio drops while using them. We understand this can be frustrating.

Here are a few steps and recommendations that can help to solve the problem:

1- Try to rotate the earbuds depending on the shape of your ear. Covering the microphone can affect the performance causing audio dropouts.
2- Set the headset to [Prioritize Stable Connection]. You can do this by using the Sony Headphones connect app.
3- If you're enjoying music from your smartphone, the situation may be improved by closing unnecessary apps or restarting your smartphone
4- Turn off the Adaptive Sound Control setting. This can be found on the Sony Headphones Connect app too.

If you'd like to know more troubleshooting steps and recommendations you can visit the link below:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779959.html?search=skips%20

If the issue persists, please do not hesitate to contact our technical support team via:
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for considering Sony products!

Best regards,
Dominick

Hi Beastgun7, Thank you for your fantastic review of the WF-1000XM5! We're thrilled to hear that you are enjoying the sound quality of our product. We appreciate your feedback regarding the design of the earbuds. While the WF-1000XM5 does not include wings like some other brands, we are always looking for ways to improve our products based on customer feedback. We're glad to know that overall, you are really happy with the product. Enjoy your listening experience and thanks for choosing Sony! - Romeo