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

Hi DanielD,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality and noise canceling function of the headphones. Your feedback about the touch sensor is greatly appreciated. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app).

When tapping the touch sensor multiple times, tap it quickly with an interval of about 0.3 seconds between taps. Tap the center of the touch sensor with the pad of your index finger. If the surface of your index finger is wet, greasy, dirty, too dry, etc., the headset may not respond well to tapping. If the touch sensor is in the following states, it may not work or may react incorrectly:

-It is wet with water, sweat, etc.
-It is touched by hair, wet towels, etc.

For more information, please refer to these links:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781367.html

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783366.html

For noise issues, please refer to the troubleshooting steps on this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783928.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 TorresG,

Thanks for commenting. While we are thrilled to know about your satisfaction with the amazing sound quality of your WF-1000XM5, we are really sorry you're experiencing Bluetooth connection issues while your headphones are placed in the charging case. This is certainly not the news we'd like to hear from you. To avoid this problem, please ensure that your headphones are placed correctly into the charging case so they turn off automatically. Place the left headset unit (the one with the tactile dot) back into the left hole of the charging case, and place the right headset unit back into the right hole of the charging case. Each headset unit will be positioned correctly in the charging case due to the built-in magnet. You may also try cleaning the contact points on the charging case and earbud headphones to further troubleshoot the issue. For more details, please refer to the following links:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779810.html?search=when%20not%20use
https://www.sony.com/electronics/support/articles/00249895

I hope this helps.

Should you need more assistance or information with our product, please email us at socialsupport@am.sony.com with the following details so we can best assist you.

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

Thank you for choosing Sony!

Best regards,

Romeo
Sony Social Support

Hi Techsupport88, We really appreciate your detailed review! It’s great to hear you’re enjoying your Sony XM5 earbuds and that the sound quality, noise cancellation, and comfort meet your expectations. Sony is committed to delivering top-notch audio experiences, and we’re glad you’re happy with your earbuds. Thank you for choosing Sony! Enjoy! -Maria

Hi AngelA,

Perfect! We're glad that you like the noise canceling function, comfort, and weight 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 Niko, Thank you for sharing such an excellent shopping experience. We are also glad that you are happy with your purchase and you are enjoying everything about your new WF-1000XM5. Your assessment with the battery life noise canceling feature is spot on! The best noise canceling and despite the smaller size, these earbuds headphones are rated for eight hours of playback with noise canceling between charges. Thank you so much for choosing Sony! -Jess

Hello Bill,

Thank you for choosing Sony!

We're elated to hear that you are enjoying your WF1000XM5 earbuds, especially the effective noise cancelling and amazing sound quality. Thank you for your positive feedback!

Best regards,
-Fred

Hi AlfonsoR,

Great! We're thrilled that you like the battery life and sound quality of the headphones. Thank you for choosing Sony!

-Ralph

Hi JAGame,

Thanks for commenting! We are extremely pleased to hear your satisfaction with the very comfortable fit and smaller design of your WF-1000XM5. We greatly appreciate your feedback with the sound quality of these headphones compared the previous model. 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 your purchase and for choosing Sony!

- Romeo

That's wonderful, RicardoM! 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

Perfect! You've definitely made a great choice, Ashley! We are extremely pleased to know about your satisfaction with the very comfortable fit design, exceptional sound quality, and amazing noise canceling feature of your WF-1000XM5. Thank you very much for sharing your awesome experience and for choosing Sony! - Romeo

Hi BlakeS, thank you for sharing your positive feedback on the sound quality and noise cancellation of the WF-1000XM5 earbuds, and for highlighting your concern about the firmness of the ear tips.

Your experience is appreciated—achieving the best fit is essential for both comfort and optimal sound and noise cancellation performance. Sony has provided several recommendations and options for users who find the supplied ear tips too firm or uncomfortable:

- The WF-1000XM5 comes with multiple sizes and types of foam ear tips in the box. It’s recommended to try all included sizes to find the best fit.
- For those who find the foam tips a bit firm, a good technique is to gently roll or compress the foam tip between your fingers before placing it in your ear, which allows the foam to expand for a tighter and more comfortable seal. Some users also note that the foam tips may develop a “break-in period,” softening and conforming better with regular use and warmth from the ear.
- The Sony | Headphones Connect app includes a fit test feature, allowing you to verify ear tip selection and seal digitally, which can help to further optimize your experience.
- Regular cleaning of the tips and checking for the best fit can also help maintain comfort and sound performance.

Sony values your feedback and is committed to ensuring your comfort and satisfaction. If you continue having difficulty with the standard tips, please consider reaching out to Sony Support for guidance on obtaining alternative tips or further assistance.

Thank you for choosing Sony!

Best regards,
Gus
Sony Social Media Team

Hi SalvadorS, We're thrilled to hear that you're enjoying the exceptional sound, comfort, and outstanding performance of the WF-1000XM5! It's great to know that they're perfect for your work, exercise, and relaxation needs. Thank you for choosing Sony! - Romeo

Hi krony58, we're glad you like the fit and sound quality of our product. We appreciate your feedback regarding the build of the WF1000XM5. Thanks for choosing Sony. ~Earl

Hi Bigab2,

We're glad to hear you're enjoying the great sound and noise-canceling performance of your WF-1000XM5 earbuds! We're confident you'll continue to be impressed with their quality and performance for years to come. We appreciate you sharing your initial feedback with us.

Thanks for choosing Sony.
Best regards,
Eliab

Hi ZiggyBoo,

Thank you for your fantastic 5-star review of the WF-1000XM5 headphones! We're delighted to hear that you find them to be exceptional with excellent customization features. We appreciate your insights regarding the pricing and your feedback on the touch controls. For more details about the touch sensor functionality, please check out the Help Guide link below:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781367.html?search=volume

We truly appreciate your support and thank you for choosing Sony!

Best regards,
Romeo

Hi JoelO, we're glad you like the noise canceling feature and battery life of our product. Thanks for choosing Sony. ~Earl

Thanks for the 5-star rating, Bestbuy1! We're pleased to hear that you are impressed with the sound quality and noise cancelling feature of the 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 feedback regarding the app. This can help us improve our products in the future. Enjoy and thank you for choosing Sony! - Craig

Hi JuanL, Thank you for the positive review! We're delighted to hear that you're enjoying the exceptional sound quality and comfortable fit of your Sony WF1000XM5. Thanks for choosing Sony! -Sam