Customer Ratings & Reviews

Hello Kaaronbrown,

Thank you for your feedback. We're sorry to hear that the microphone performance on your WF-1000XM5 earbuds didn't meet your needs for conference calls, and that you had to return them.

We designed the WF-1000XM5 with a high-quality microphone system that includes AI-based noise reduction to isolate your voice. However, the effectiveness of this feature can vary depending on the specific environment and the platform you're using for your calls. Our goal is to provide a clear voice experience, and we are constantly working to improve our products.

We appreciate you giving the earbuds a try and for sharing your honest feedback. Your comments are valuable and will be shared with our product team for future improvements.

Thanks for choosing Sony!

Sincerely,
Jenn | Sony Social Media Team.

Hi wingridden, nice! Glad you like your new earbuds! Thanks for choosing Sony! ~Earl

Hi ScottA,

Thank you for the review. We're glad to hear that you like the build design of the headphones.Our WF-1000XM5 earbuds feature a shape that perfectly matches the human ear with an ergonomic design for a more stable fit. We’ve designed the WF-1000XM5 utilizing extensive ear-shape data collated since introducing the world’s first in-ear headphones in 1982. Our continuous evaluation of different ear shapes and sensitivities has helped us design an ideal earbud shape, secure and comfortable for almost everybody. New Noise Isolation Earbud Tips are made from an exclusive material that improves fitting and increases comfort thanks to reduced pressure in the ear due to a newly designed shape. The earbuds come in four sizes, including a new extra small version so you can find the perfect fit for your ears to maximize sound quality and minimize outside noise.

For further assistance, please email us at socialsupport@am.sony.com with the following details:

Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:

-David

Hi StephaniePB, we're glad your son likes his new earbuds! 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 Superajc2, Thank you for the great review! We're so happy to hear you like the ease of use, superb sound, and overall features and performance of your Sony WF1000XM5. 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! -Sam

Thanks for commenting, Suresh!

We are truly happy to hear your satisfaction 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 so much for the perfect star review and for commending Sony!

- Romeo

Hi Misterc,

Thank you for your feedback regarding the WF-1000XM5 headphones. We're sorry to hear that you're encountering issues with the app on your iPhone. The Sony | Sound Connect app (formerly known as Sony | Headphones Connect) is designed to enhance your experience by allowing you to easily connect your Bluetooth headphones to your smartphone and customize your audio settings. Features include Ambient Sound Control, surround effect customization, and an equalizer function.

To ensure smooth functionality, we recommend checking that you have the latest version of the app installed and that your iPhone's software is also up to date. If the issue persists or if you require further information or technical support, please feel free to reach out to us at socialsupport@am.sony.com. To assist you more effectively, kindly provide the following details:

- Name:
- Username:
- Model Number:
- Description of the Issue:
- Telephone Number:

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

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

Thanks for commenting, Andrade!

You've definitely made a great choice! We are very happy to hear your satisfaction with the smaller & lightweight design and customizable settings/controls using the Sony Headphones Connect app of the WF-1000XM5. 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 very much for the perfect star review and for choosing Sony!

- Romeo

Hi ZachB,

You've made a great choice! We are truly happy to hear your satisfaction with the amazing performance & quality and reasonable price of your WF-1000XM5. We greatly appreciate your recommendation!

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 MusicFan,

While we are pleased you are satisfied with the smaller design of our WF-1000XM5, we sincerely apologize if its noise canceling and sound quality didn't live up to your expectations, and that it had to be returned. This is certainly not the experience we wanted you to have. The following information is important in order to maximize the noise canceling function and sound quality for music and calls of the WF-1000XM5:
https://www.sony.com/electronics/support/articles/00262839

We greatly appreciate your feedback, and we are hoping that you will consider Sony again in your future purchase.

Best regards,

Romeo
Sony Social Support

Hi GaryR,

Thanks for reaching out to us. We regret to know that you're not having the best experience with your WF-1000XM5 and you find them uncomfortable during use. This is not the experience we want you to have.

To ensure optimal performance, as well as to obtain the best fit and prevent the headset from falling out, change the earbud tips to ones that fit more snugly in your ears. If you feel earbud tips are difficult to put into your ears, change the size of earbud tips or squeeze earbud tips lightly before wearing the headset. When wearing them, gently pull up on the top of your ears, put the earbud tips in your ear canal, and then twist the earbuds into place. This makes sure the earbuds are firmly in the ear canal.

Please make sure to follow the guide from this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00262839

If you still have the unit, please let us know so we can turn your experience around. You may send us an email at socialsupport@am.sony.com with the following details:

Name:
Best Buy Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
Jess

Hi Great,
Thank you for your time writing this review. We regret to hear that you returned the WF1000XM5 because it does fit your ears well and that you are not impressed with the audio quality. It's unfortunate that we did not got the chance to assist you with your concerns as we have troubleshooting steps that may help resolved the issues that you having with the earbuds. We appreciate your feedback and hope that you will still consider Sony on your future purchases. Thanks again for shopping Sony. - Kris

Hi DominicP, Thank you for giving the WF1000XM5 a perfect rating! We're glad to hear that your new Sony WF1000XM5 worked as advertised, providing you with performance and quality you expected. 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. Thank you for choosing Sony! -Sam

Hi DLM2,

Thank you for bringing this to our attention, and we are really sorry for the inconvenience. It is unfortunate to know that you had encountered some issues with your WF-1000XM5 and that it had to be replaced three times. This is certainly not the experience we were hoping you would have. Despite the problem, we are glad to know that you love the amazing performance of your WF-1000XM3 and exceptional noise canceling function of the WF-1000XM5. 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.

Sony Case Number:
Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

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

Hola MariaG, ¡Gracias por elegir Sony! ¡Disfruta! Vincent

Hi DavidD, Great! We're glad that you like the sound quality. The WF-1000XM5 feature 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 favourite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity. Thank you for choosing Sony. Erin

Hi DavidB87,

Fabulous! We are truly delighted to know about your satisfaction with the exceptional quality 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 so much for the perfect star review and for choosing Sony!

- Romeo

Hi Pjsmooth,

You made the right choice! We're thrilled that you are enjoying the sound quality 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 CarlosD, Awesome! We're very happy to hear that you loved your new Sony WF1000XM5 and that you've noticed the improvements and upgraded features we've made. 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. Thank you for choosing Sony! -Sam