Customer Ratings & Reviews

Hi modquad, we sincerely apologize for the persistent audio issues you're experiencing with your WF-1000XM5 earbuds, including the constant cutting out and connection difficulties.

To assist you in troubleshooting the issue further, consider the following tips: First, check for any potential interference from other wireless devices, such as Wi-Fi routers, microwaves, or other Bluetooth devices, as they can disrupt the WF-1000XM5's connection; testing your headphones in a different environment may help identify if the problem persists. Additionally, if you have access to another smartphone, tablet or computer, try connecting your WF-1000XM5 to that device to determine whether the issue lies with the headphones or the original device you were using.

If these steps do not resolve the issue, we strongly recommend reaching out to our technical support team. You can find their contact information here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for being a valued Sony customer and for letting us know about this issue.
Best regards,
Estefany

Hi MiguelG, great! We're glad you like our product! 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! ~Earl

Thanks for commenting, DeneilW!

You've made a great choice! We are very happy to know your satisfaction with the superb 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 recommending our WF-1000XM5 and for choosing Sony!

- Romeo

Wonderful, RichardW! We're glad that you made the upgrade with our new XM5 Wireless earbuds. 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! -Craig

Thank you for your feedback, TomS!

We are sorry to hear that the WF-1000XM5 earbuds did not meet your sound quality expectations and that you feel they were surpassed by competing brands.

We are continuously working to improve and refine the audio performance of our products, and we appreciate you sharing your comparison, as this feedback is valuable to our engineering teams.

Thanks for considering Sony products.

Best regards, Gus, Sony Social Media Team

That's great, AbrahamR! We're glad that you are happy with your new Sony WF1000XM5 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. We also appreciate your comment about the ear tips. Rest assured it won't go unnoticed as it can help us improve in the future. Thanks for choosing Sony! -Craig

Hi HonorioT, Perfect! We're happy to hear this feedback. 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

Hey Matthew,

Thanks for the perfect star review! 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 something we can do to help or you may need an 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 so much for choosing Sony!

- Romeo

Hi Alijandro, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the fit and noise canceling feature of your Sony unit. It is recommended changing 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. Please follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html?search=earbud

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

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

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

Thank you for your feedback, DavidW. We are truly sorry to hear that the WF-1000XM5 didn't provide the secure fit or the sound quality you were expecting, and we're especially sorry to hear that you lost them.

Achieving a proper seal with the included foam tips is essential for both the bass response and keeping the earbuds securely in place. If the tips aren't compressed before insertion or aren't the right size for your ear canal, the bass can sound thin and the earbuds may slip out. We appreciate you sharing your experience, as it helps us improve our future designs. Thank you for choosing Sony.

Best regards, Gus, Sony Social Media Team

Hi MattG,

Fabulous! You've made a great choice! We are extremely pleased to know that you are very happy 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 so much for the perfect star review and for choosing Sony!

- Romeo

Hi DannyC,

You made the right choice! 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 EricV,

Thank you for sharing your honest thoughts on the Sony XM5 earbuds. We're sorry to hear they didn't fully meet your expectations. Here are a few suggestions that might help enhance your experience:

1. We recommend adjusting the equalizer settings in the Sony Headphones Connect app to tailor the sound to your preferences. Sometimes a few tweaks can significantly improve clarity and balance. https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html?search=equalizer

2. 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, you may not obtain the correct sound qualities, noise canceling effects, or call performance.
If any of this is the case, try the following the outlined steps on these link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html

3. Keeping the earbuds up to date can improve overall performance, including sound quality and ANC. Check the app for any available updates. https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

If the problem persists after trying these steps, we recommend reaching out to our product support team via phone call at 239-245-6354 or chat through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US Hours of Operation: Monday - Friday 9:00 am - 9:00 pm ET Saturday - Sunday 10:00 am - 8:00 pm ET

We truly appreciate your feedback and we hope this information helps.

Wishing you a better listening experience ahead!

Sincerely,
Maria

Hi Techie3694, we're glad you like the sound quality of our product. We're sorry to hear that you have issues with your Sony unit. You only need to use the Headphones Connect app to get the best experience out of this unit. Please check this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html?search=headphones

Please check this link when wearing the unit:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html?search=wearing%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

Hi Jorge,

While we're glad that you like most of the features, we regret to learn that you're hearing unwanted noise on your Sony earbud headphones. This is not the experience we want you to have. We recommend to update the headphones' software to the latest version (via Sony Sound Connect app). Doing so may resolve the issue.

This issue may be caused by several reasons, including radio wave interference and nearby devices may interrupt Bluetooth communication and cause sound interruptions. You can isolate this issue by following the troubleshooting steps provided on the links below.

https://www.sony.com/electronics/support/articles/00298368
https://www.sony.com/electronics/support/articles/00232102

If you hear buzzing, popping, crackling, or vibration noises from your Bluetooth headphones that sound different than the more common static or distortion sounds caused by environmental interference issues, please note we have a customer hotline that is happy to assist you and help troubleshoot any concerns you have, and your headphones has a 1-year warranty from the date of purchase.

Should you need further assistance regarding your concern, 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:
Best Buy Username:
Model Number:
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

Regards,
Jess

Hi LeeC, thank you for taking the time to share your thoughts with us. We're sorry to hear you're having trouble with your WF-1000XM5 earbuds staying in your ears. We understand how frustrating it can be when earbuds don't fit securely, especially when you're enjoying the sound quality.

The WF-1000XM5s come with several sizes of earbud tips. We recommend trying the different sizes included in the box to see if a different tip provides a more stable and comfortable fit for you.
For more information regarding this topic, please visit the following link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html

Thank you for being a valued Sony customer and for letting us know about this issue.
Best regards,
Estefany

That's wonderful, Robbe! We're glad that you are impressed with the new Sony XM5 Wireless 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. Thank you for choosing Sony! -Craig

Hi Nammmmmm,

You made the right choice! 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 Raloe213,

You made the right choice with the Sony 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 for choosing Sony!

-Ralph

Hi Realist, thanks for choosing and purchasing our product. We're sorry to hear that you have issues with your Sony unit. We'd like to turn your opinion around regarding the WF1000XM5.

We appreciate your feedback regarding the 360 Reality Audio (spatial) and the case of the WF1000XM5. You can optimize apps for 360 Reality Audio by following this link:

https://www.sony.com/electronics/support/articles/00233342?utm_source=glean

For more information regarding the 360 Reality Audio, please check this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779845.html?search=360

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

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