Customer Ratings & Reviews

Hi GoNEWhere, thanks for choosing and purchasing our product. We understand your feedback regarding the touch sensor of your Sony unit. You can configure the options of touch sensor using the Headphone Connect app. You can follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781367.html?search=touch%20sensor

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:

Hi EricB, Thanks for the positive feedback. We're glad you like the sound quality. Enjoy and thanks for choosing Sony. -Craig

Hi NETGEAR, That's awesome! We're very happy to hear that you're enjoying both your Sony WF1000XM4 and WF1000XM5 and using them for different chores. 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 D0rian211,

We regret to hear that you are not satisfied with the headphones. Sony's commitment to customer satisfaction is our top priority.

For optimum performance, it is recommended to wear both earbuds properly. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible. 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. 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 Sound Connect” app will help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc.

Additionally, you can use the Equalizer/CLEAR BASS setting of the Sony app to fine-tune the sound quality to your needs.

For more information, please refer to these links:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html

Hope this helps. In case you need further assistance, please email the below information to socialsupport@am.sony.com.

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

Hi FreddieO, thanks for choosing and purchasing our product. We're happy that you like the sound quality of the WF1000XM5. We're sorry to hear that you have an issue with the voice quality during calls on your Sony unit. When you use the video calling application, open the settings* of the video calling application, and check that the speaker or microphone setting is specified as [Headset (WF-1000XM5 Hands-Free)]**. When the settings of the video calling application cannot be checked or calling connections [Headset (WF-1000XM5 Hands-Free)] cannot be selected, select [Headset (WF-1000XM5 Hands-Free)] on the settings of your computer to make connections. Please isolate the issue by following this link:

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

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

That's awesome, Tendrils! We're glad you are happy with your purchase. Enjoy and thanks for choosing Sony. -Craig

Hi Pilotjs152,

We regret to hear that you are not satisfied with the WF1000XM5. Your feedback is extremely important to us and is very much appreciated. 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

You also have the option to adjust the Equalizer/CLEAR BASS setting of the Sony Headphones Connect app to tailor-fit the sound quality to your needs. For more information, please refer to this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.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 HonestOpinion, thank you for taking the time to share your thoughts about the WF-1000XM5 earbuds. We sincerely apologize for the inconvenience you've experienced with them. Your feedback is invaluable to us and helps us improve our products.

We recommend trying different earbud tips, as finding the right fit can greatly enhance comfort and stability. We appreciate your understanding and hope you have a better experience with the earbuds.

Thanks for considering Sony products and for your feedback.
Sincerely,
Estefany

Hi ALLENZ470,

Thanks for sharing your review and experience with the headphones. We're glad that you like the comfort of the headphones. Your feedback about the sound quality is greatly appreciated.

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.

Hint: The function that determines the optimal earbud tips for you measures the air-tightness of the earbud tips and determines whether or not the headset units are being worn in your ears correctly. Select a size that fits comfortably.

You also have the option to adjust the equalizer function of the Sony Headphones Connect app to tailor-fit the sound quality to your needs. For more information, please refer to this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.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 Bates117, perfect! We are truly happy to know that you love your WF-1000XM5 and that you're satisfied with its very comfortable fit design. Thank you so much for sharing your great experience with these headphones and for choosing the best brand, Sony! - Romeo

Hi JoseR,

Thank you for your review. We are sorry to hear that you are experiencing discomfort and issues with the fit on your WF-1000XM5. These headphones come with multiple ear tip sizes to help users find the best fit, but we understand that this might not work for everyone. We recommend trying different sizes and ensuring they are properly inserted for optimal comfort and security. For more information, please visit the following article:
https://www.sony.com/electronics/support/articles/00262839

Regarding the bass performance, the WF-1000XM5 is designed to deliver high-quality sound with a balanced audio profile. However, personal preferences for bass can vary. You might find it helpful to use the Sony | Sound Connect (Formerly Sony | Headphones Connect) app, which allows you to adjust the equalizer settings to enhance the bass to your liking. I hope this helps.

Sony also has just the ticket! Reach out to our new Product Enthusiast. They are Sony fans, just like you, who can help you troubleshoot/setup your headphones issue. Connect with them on the link below, just click on Chat with an Enthusiast.
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Should you need more information/technical assistance, please email us at socialsupport@am.sony.com with the following details and we'll be more than happy to assist you.

Name:
BestBuy Username:
Model Number:
Issue:
Telephone Number:

We value your input and are committed to improving our products based on customer feedback. Thank you for bringing this to our attention.

Sincerely,

Romeo
Sony Social Support

Hi MahmoodN, we're glad you had a great experience purchasing our product. We hope you are enjoying your new earbuds! Thanks for choosing Sony! ~Earl

Hi Fatimacazares, thanks for commenting. We're thrilled to hear about your satisfaction with the reasonable price of your WF1000XM5. We're sorry if its call quality didn't live up to your expectations. Please ensure that the earbuds fit snugly in your ears. If the earbuds do not fit your ears, the phone call quality may decrease. Here are some important factors to consider:
• Make sure that headphones are worn properly.
• Make sure that the earbuds are firmly and completely attached. If you are using the supplied earbuds (EP-NI1010), lightly turn over the earbud tips to make sure that the sound output hole is completely covered by the earbud tip.
• Use the earbud tips that best fit with your ears. Measure the air-tightness of the earbud tips and find the optimal size of earbud tips using the Sony | Headphones Connect app.

For more details, please refer to the following articles:
https://www.sony.com/electronics/support/articles/00298371
https://www.sony.com/electronics/support/articles/00262839

I hope this helps you, and thanks for choosing Sony!

Best regards,

Romeo

Hi sgvjon, thanks for choosing and purchasing our product. Hope you are enjoying your new headphones! Thanks for choosing Sony! ~Earl

Hi JoeyW, perfect! You've certainly made a great choice! We are extremely pleased that it suits your needs and expectations. Thank you very much for sharing your excellent experience with your WF-1000XM5 and for choosing Sony! - Romeo

Hello CarlosV,

Thank you for considering Sony products.

We are truly sorry to hear you're running into difficulties with your WF-1000XM5 earbuds, specifically regarding connection, comfort, and fit. We certainly regret the frustration this has created.

To address the connection issues, please follow these key troubleshooting steps:

1. Firmware Update to Version 5.0.2: Install the latest software for stability improvements. https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

2. Reset the Headset: This can clear temporary bugs without erasing pairing information. https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

3. Initialize (Factory Reset): Use this step to fully restore the headset settings if the reset doesn't work. (Note: This will delete all pairing information.) https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

A secure fit is essential for both comfort and sound quality, and we want to help you get the best experience possible. We recommend you contact our support team directly. They can provide personalized advice and further assistance to help you find a proper fit and ensure you are getting the most out of your earbuds.

You can reach our support team here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Fred

Awesome, Ninja2234! We're glad that you are happy with your new Sony WFXM5 Wireless earbuds. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best truly wireless noise-cancelling performance on the market1. With a specially designed driver unit, for wide frequency production, deep bass and clear vocals, these headphones are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. Thanks for choosing Sony! -Craig

Hi MatthewM,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality of the headphones. It's unfortunate that the headphones were not perfect for your lifestyle. Your feedback is extremely important to us and is very much appreciated. We hope you will still consider Sony for your future purchases.

-Ralph