Customer Ratings & Reviews

Hi RebeccaR, awesome! Glad you had a wonderful experience with your purchase! Enjoy your new earbuds! Thanks for choosing Sony! ~Earl

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 EverlynL, we are so happy to hear that you're enjoying the Sony - WF1000XM5! The rich sound quality and noise canceling technology of these earbuds are unbeatable. We thank you for your loyalty, and preference in our Sony products. Regards, -Dominick

Hello Happy,

Thank you for choosing Sony!

We're glad you're enjoying the WF-1000XM5 earbuds. Their advanced noise-cancelling technology really makes a difference in noisy environments. Your experience motivates us to continue delivering high-quality products.

Best regards,
-Fred

Hi Joshua, Thank you so much for the 5-star rating! We are glad to hear that you are happy with the sound quality of your new headphones! Thank you for choosing Sony! -Carl

Hello DonaldI,

Thank you for considering Sony products.

We sincerely apologize for the inconvenience you experienced with the WF-1000XM5 earbuds, particularly regarding their tendency to fall out easily and the sound quality issues that prompted your decision to return them. We value your feedback immensely, as it plays a crucial role in our continuous efforts to improve our products. Rest assured, we will share your comments with our dedicated Sony teams for their review as we work diligently to enhance our products.

Best regards,
-Fred

Hello android,

Thank you very much for your kind words. We are very pleased to hear that you are enjoying the WF1000XM5 headphones. It's great to hear that they have made such a positive impression on you. Your experience motivates us to continue delivering high-quality products. Thank you for choosing Sony!

Best regards,
-Fred

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 MichaelG, We're glad that you like the sound and app. We're also sorry if you find them uncomfortable. This is definitely not the experience we'd like you to have. Sony takes into consideration all feedback to improve the performance and quality of our products and services. We're always looking to make Sony better. For comfortable listening experience, please select the ear tips that best fit and wear them properly. Reference: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

Should you need further assistance, please email us at socialsupport@am.sony.com.

Regards,
Erin

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 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

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 TiffanyB,

We are truly sorry to experience that your WF-1000XM5 earbuds have not met the high standard of performance you’ve come to expect from your previous Sony LinkBuds.

We appreciate your honest comments regarding the case design and the grip of the earbuds. Feedback like yours is invaluable to our design team as we look to improve the ergonomics of future products.

To address the audio and call quality issues you described, we recommend the following troubleshooting steps:

1- The "piercing" sound or poor audio quality is often related to the fit or the earbud tips.

Use the "Determining the optimal earbud tips" function in the Sony | Sound Connect app. A proper airtight seal is essential for balanced sound and effective Noise Canceling.

Additionally, ensure your earbuds are updated to the latest version via the app, as firmware updates frequently include "Call Quality" improvements and tuning refinements.

2- If environmental noises like cash registers are being amplified over voices, your Ambient Sound Mode settings may need adjustment:

- Open the Sound Connect app and check your Ambient Sound Control settings. You can toggle "Focus on Voice" to help the microphones prioritize speech over high-pitched background noises.

- Adaptive Sound Control: If this feature is on, the earbuds may be switching modes automatically based on your location. Try disabling it to see if the sound remains more consistent.

3- Distortion during calls can sometimes be caused by wireless interference or a poor Bluetooth "handshake."

In the app, try setting the Service Link or Bluetooth Connection Quality to "Priority on Stable Connection."

If you continue to find the audio quality unsatisfactory after these adjustments, please reach out to our support team so we can look into this further for you:

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

Thank you for considering Sony!

Regards,
Dominick

Hello Nburn9000,

Thank you for considering Sony products.

We apologize that the WF-1000XM5 earbuds did not provide the comfortable fit you were hoping for, despite your efforts with different ear tip sizes. We understand how important a secure and comfortable fit is for an enjoyable experience. This is certainly not up to the quality standards we strive for, and we appreciate you taking the time to share your feedback. Rest assured, we will forward your comments to our dedicated Sony team for their review as we continue to work diligently to improve our products.

Best regards,
-Fred

Hi Haystack, thanks for choosing and purchasing our product. We're glad you appreciate the great sound quality and noise canceling feature of the WF1000XM5. We're sorry to hear that you have an issue with the Headphone Connect app of your Sony unit. Please make sure the firmware of the app and earbuds are up to date. You can also uninstall/reinstall the app on your smartphone. Please try rebooting your smartphone. If possible, try the Headphone Connect app with another smartphone.

You can also find this link helpful in troubleshooting issues on your earbuds:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780014.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

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

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

Hi LeonS, we're glad you like your new earbuds. Thanks for choosing Sony. ~Earl