Customer Ratings & Reviews

Hi STRALE, thanks for choosing and purchasing our product. We're glad you like the sound quality of your new earbuds. We understand your feedback regarding the noise canceling feature of your Sony unit. 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:

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 for choosing Sony! ~Earl

Hi AveryW,

Awesome! Thanks for commenting! We are very happy to hear your satisfaction with the amazing sound quality and exceptional noise canceling feature 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 Xvibn, we're glad you like the sound quality and noise canceling feature of our product. We're sorry to hear that you have an issue during phone calls with your Sony unit. 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:

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

Hi Sergio,

Thank you for the positive review! We're very happy to hear you like the amazing sound quality and excellent sound customization using the Sony Headphones Connect app. We also want to know more about the phone swapping concern you're having so we can better assist you. Please email us at socialsupport@am.sony.com with the following details:

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

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 PeggyW,

Thank you for the 5-star rating and we're glad to hear that your grandson is happy with his new Sony headphones. Thank you for the purchase and choosing Sony!

-David

Hi TechNoggins,

Thank you for your comment. We sincerely apologize if our WF-1000XM5 did not meet your expectations. This is certainly not the feedback we hoped to receive. For optimum fit, comfort and to maximize the noise canceling function and sound quality for music and calls of the headphones, we always recommend following the steps on this article:
https://www.sony.com/electronics/support/articles/00262839

If there's something we can do to help or you may need 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:

We value you & your input, and thanks for choosing Sony.

Best regards,

Romeo
Sony Social Support

Hi Derose,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality of the headphones. Your feedback about the glossy design, charging case, and fit is greatly appreciated.

For optimum fit and comfort, make sure that you are wearing the headphones properly. Put the headset unit with the (left) mark into your left ear and the headset unit with the (right) mark into your right ear. The left headset unit has a tactile dot. Adjust the fit of the headset to your ears.
Twist the headset unit to fit it snugly into the ear canal, and adjust the positioning of the headset unit until it fits comfortably. Wait for about 10 seconds for the earbud tip shape to stabilize.

You may also find these steps helpful:

-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.

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 Rafael,

Great! We're glad that you like the sound quality and noise canceling function 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 AlexT,
Thank you for your time writing this review. While we are glad you like the WF1000XM5, we're sorry to hear the trouble you are experiencing when pairing the earbuds to your iPhone. Allow us to help troubleshoot the issue.

The WF1000XM5 work well with both Android and Iphone devices. For optimum performance, ensure that the headphones software is updated as it includes key features, applications, bug fixes, and feature improvements. Please try some solutions below to troubleshoot if pairing with a Bluetooth device cannot be done.

Bring the headset and the Bluetooth device within 1 m (3.2 ft) from each other.
If there is a device nearby that has been connected with the headset using LE Audio before, the device may be automatically connected with the headset when the headset enters pairing mode. Turn off the Bluetooth setting of the device with the connection history, and then pair the headset with a new device.
Restart the connected device such as a smartphone or a computer you use, and pair the headset and the device again.
Charge the charging case.
Reset the headset.
Initialize the headset, and pair the headset and the device again.
For more troubleshooting steps, please check this article link:
https://www.sony.com/electronics/support/articles/00298364?utm_source=glean

Should you need further assistance, feel free to contact us by sending an email to socialsupport@am.sony.com with the following:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

Sony values customers opinion as we always strive to provide the best experience possible. Rest assured that your feedback will not go unnoticed and will pass this to the rest our team. Thanks again for purchasing Sony. - Kris

Hi Greg,

We are sorry that you are having issues with your Sony wireless noise canceling headphones. If the sound level is low, please make sure to turn up the volume of both the headphones and the connected device. You can also connect the Bluetooth device to the headset once again. For more steps, you can follow the guide here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780052.html. With regard to your concern about the noise canceling feature, you can follow the suggestions here to further isolate the issue: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html.

We take all user input seriously and will make sure your comments reach the appropriate person. If you are still having the same issue, you can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Vincent

Hi SeanG,

Amazing! We're glad 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

Thank you for sharing your feedback about the WF-1000XM5, LewisM. We're delighted to hear that you've had a positive experience with the product and that it continues to perform well even after being dropped several times. At Sony, we strive to design our true wireless earbuds not only for exceptional sound quality and innovation, but also with durability in mind, so your experience with their resilience is especially appreciated.

We recognize that the WF-1000XM5 is an investment, and we are grateful for your trust in choosing an original Sony product. Your acknowledgement of its value serves as encouragement for our continuous efforts to deliver original and high-quality devices. If you have any suggestions or need support, please don't hesitate to reach out. Thank you again for being part of the Sony community and for sharing your experience with us.

Best regards,
Gus
Sony Social Media Team

Hi NoahJ, That's great! We're very happy to hear you like the incredible noise cancelling feature of your new Sony WF1000XM5. 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. Thank you for choosing Sony! -Sam

Hi Alexa1,

We regret to hear that you were not satisfied with the WF1000XM5. Your feedback is extremely important to us and is very much appreciated.

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. It is recommended to wear the headset properly.

Thanks for sharing your review and we hope you will consider Sony for your future purchases.

-Ralph

Hi TSRoll, we're glad you like the sound quality of our product. We're sorry to hear that that you have issues with your Sony unit. This is not the experience we want you to have. We'd like to review your file to better assist you. Please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl

Hi Great,

Thank you for your purchase and we are honored to have customers like you. We're happy to hear that you like your new Sony headphones. Thank you for choosing Sony and enjoy your headphones!

-David

Hi Eddie, while we are glad that you are enjoying the sound quality, we regret that you're having an issue with your headphones. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn your experience around.

If the headphones randomly disconnects, please ensure that the headset and the Bluetooth device within 1 m (3.2 ft) from each other. Bluetooth communications may be disabled, or noise or audio dropout may occur under the following conditions.
When there is an obstacle, such as a part of the body, metal, or a wall, between the antenna of the headset and the playback device. In this case, moving the playback device closer to the antenna of the headset may improve the Bluetooth communications. The antenna of each left or right headset unit is built into the part shown in the dotted line below

If you experience crackling, buzzing, popping, or vibration noises on your Bluetooth® headphones, follow these troubleshooting steps and check if it resolves the issue.
Reset the headphones.
Initialize the headphones.
Pair the headphones with your device.
We also recommend updating the firmware to latest version which is Version 3.3.1. Please launch the Connect app to check and verify the firmware.
Reference: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561
https://www.sony.com/electronics/support/articles/00235161?utm_source=glean

If you still experience noise issues from your headphones after following the steps, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin

Hi Suriel,

You made the right choice upgrading to the 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 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 Shubert,

We regret to hear that you were not completely satisfied with the headphones. Your feedback is extremely important to us and is very much appreciated. For optimum fit and comfort, it is recommended to wear the headphones properly. Twist the headset unit to fit it snugly into the ear canal, and adjust the positioning of the headset unit until it fits comfortably. The most suitable size of the earbud tips for left and right ears may be different. The “Sony | Headphones Connect” app allows you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc.

Thanks again for sharing your review and we hope you will consider Sony for your future purchases.

-Ralph

Hello DeuceB,
Awesome! Thank you for sharing your experience and it's nice to know that you are enjoying your WF1000XM5. We're glad that you were able to utilized the Sony app to customize the settings to your liking. Thank you for choosing Sony! - Marco