Customer Ratings & Reviews

Thank you for your detailed feedback on the WF-1000XM5, Truckwithxm5. We truly appreciate hearing what works for you, and where your experience could be improved. Please find responses to each of your points below:

1. Connection Instability
We’re sorry to hear you’ve experienced frequent connection drops. True wireless earbuds can be sensitive to environmental factors (such as crowded wireless environments or physical obstacles) that affect Bluetooth stability. To help improve performance:

Ensure your earbuds and connected device have the latest firmware installed. Updates often include stability improvements.
Try resetting or re-pairing the earbuds for a fresh connection.
Keep both earbuds and device within line of sight when possible, and avoid areas with excessive wireless interference.
If these steps do not resolve the issue, please consider reaching out to support for further assistance specific to your usage scenario.

2. Battery Discharge Differential
A noticeable difference in battery consumption between the left and right earbuds can occur, as one bud often acts as the primary unit for connections and calls. However, if the imbalance is significant (e.g., one side drains much faster or cannot fully charge), it could indicate a service issue. We recommend:

Fully charging the earbuds and case.
Checking for debris in the charging contacts.
If the issue persists, contacting customer service. If battery performance is affected as described, service may be necessary, and support can provide a repair or replacement based on warranty status.

3. Noise Canceling Performance
Your feedback about the noise canceling not meeting expectations is important to us. The performance of noise canceling depends greatly on fit and seal; the foam ear tips provided come in different sizes, and finding the best size for your ears can make a substantial difference. Some users have noticed significant improvements by using the app’s “Earbud Fit Test” or by slightly adjusting how they insert the earbuds.

External factors—like the type of noise and earbud positioning—can affect results. If you continue to find the feature underwhelming after troubleshooting, we'd like to investigate further.

4. Comfort and Fit
We’re glad to hear your earbuds never fall out and are lightweight. Comfort and security are essential, and your positive remarks in this area are appreciated.

If there’s any way we can help you get the most out of your WF-1000XM5s, please contact our support team. Your feedback helps us improve both our products and support for our customers.

Thank you for giving Sony a try.

Best regards,
Gus
Sony Social Media Team

Hi Matt,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the fit of the headphones. Your feedback about the app is also appreciated. Thank you for choosing Sony!

-Ralph

Hi sguo,

Thanks for commenting. We're thrilled to know that you're satisfied with the superb Bluetooth connectivity, very comfortable fit, and long-lasting battery life of your WF1000XM5. We greatly appreciate your input about the sound quality and noise cancellation of these headphones compared to other brands.

For sound quality, to ensure you're getting the best experience, please follow the steps provided on this Help Guide link:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956

Also, when you want to prioritize the sound quality, we recommend selecting the “Priority on sound quality” mode from the “Sony | Headphones Connect” app.

Additionally, the following information on this article is important in order to maximize the noise canceling function and sound quality for music and calls.
https://www.sony.com/electronics/support/articles/00262839

I hope this helps. Thank you so much for your purchase and for choosing the best brand, Sony!

Best regards,

Romeo

Hi Maximus,

Thank you for sharing your experience! We're thrilled you enjoyed the perfect sound quality and noise canceling features of the WF1000XM5 earbuds. We're sorry to hear the fit wasn't ideal for you. Your feedback helps us improve and develop products that cater to everyone’s needs.

If you decide to explore other Sony audio options, feel free to reach out for recommendations!

Thank you for choosing Sony! We hope you find the perfect fit next time! -Maria

Hi ThatguyMo,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like sound quality, noise canceling function, and Bluetooth range of the headphones. Your feedback about its fit is greatly appreciated.

For optimum fit and comfort, make sure that you are wearing the headphones properly. You may find this link helpful:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.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 JohnnyC,

Amazing! We're glad that you are enjoying the sound quality and comfort 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 MartinR, We’re sorry to hear about your experience with the WF-1000XM5 earbuds. It’s great that they perform well during calls, but we understand how frustrating it is when the left bud loses power early. To help resolve this, we recommend visiting this link if the available operating time is short, the battery power does not last long, the battery life of the left and right headset units is different: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.html. This contain information and troubleshooting steps regarding the issue. If the issue persists, please reach out to our product support team for further assistance: Phone: 239-245-6354 Chat: 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 hope to get you back to fully enjoying your music soon. Sincerely, Maria

Hi Manolito,

It is truly wonderful to know that you’ve been loving your WF-1000XM5 earbuds for the past two years! We designed this specific model to be smaller and lighter for a more discreet fit, but we recognize that every ear is different. Your feedback regarding the size is incredibly valuable to us as we look toward future innovations in wearable comfort and performance.

Thank you for being a loyal part of the Sony family for all these years

Regards,
Dominick

Hi JacobR,

Thanks for commenting! We are extremely pleased to hear your satisfaction with the amazing sound quality and superb noise canceling feature of your WF-1000XM5. We greatly appreciate your input when playing audio with the LDAC codec. For intermittent audio or noise issues with the headphones, we always recommend following our suggested troubleshooting steps on this article:
https://www.sony.com/electronics/support/articles/00232102

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 Huhh,

Thanks for your comment. While we are pleased to know that you like our WF-1000XM5, and that you're satisfied with its amazing sound quality and superb companion app (Sony | Headphones Connect app), we are really sorry if the design of the earbuds didn't live up to your expectations and that they had to be returned. Your feedback matters to us as it helps us improve our products. We value you and your input, and we are hoping you will consider Sony again in your future purchase.

Sincerely,

Romeo

Hi, RobertJ,

Thanks for the review and the 5-stars rating! We are glad you are loving the great sound quality. Keep enjoying richer, more detailed vocals thanks to a specially designed driver unit Dynamic Driver X for wide frequency reproduction, you will experience richer vocals and enhanced fine details.

Thank you for choosing Sony, have a fantastic day!
-DiegoV

Hi Timbecausetimistooshort, Thank you for sharing your review of the WF-1000XM5. We are sorry to hear that they did not meet your expectations, especially in comparison to your Bowers & Wilkins Pi8 earbuds.
Regarding your concerns about noise cancellation, it is important to ensure that the headphones are worn properly for optimal performance. The noise canceling function can be significantly affected if the earbuds do not fit properly. For better noise cancellation, try using different sizes of ear tips and make sure that the noise-canceling function is enabled and correctly adjusted using the Sony | Headphones Connect app.
As for the sound quality and fit, you might experience differences based on personal preferences and ear shapes. Switching to different earbud tips may help achieve a better fit and could enhance both noise cancellation and sound quality. Hope this helps and thanks for choosing Sony! -Sam

That's wonderful, MelissaE! We're glad that you are enjoying 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 Dawn, That's great! We're thrilled to hear you like the excellent sound quality, noise cancellation, comfortable fit, and overall value of your Sony WF1000XM5. 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. Your recommendation means a lot to us! Thank you for choosing Sony! -Sam

Hi EdgarH Great! We're glad that you are loving your WF1000XM5 earbuds. Thank you for choosing Sony. Erin

Hi BradyL, Thank you for sharing your experience with us. While we're glad that you love the sound quality, we're sad to hear that you are having issues with the casing. This is definitely not what we wanted you to experience. We take this as feedback as it can help us improve in the future. We hope that there won't be anymore issues with your third replacement.

If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :

Full Name:
Best Buy Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the unit:

We are sorry for the inconvenience and hope to speak to you to resolve this matter.

Sincerely,
-Craig

Hi Qorw, thanks so much for your 5-star review! We're thrilled to hear the Sony - WF1000XM5 earbuds made a great companion on your trip to Japan. With their excellent sound quality and industry-leading noise cancelling, they're perfect for enjoying your music or finding some space and quiet on the go! Thank you for choosing Sony, regards. -Dominick

Hi JordyM,

Awesome! We're glad to hear that you like the sound quality of the headphones. Thank you for choosing Sony!

-David