Customer Ratings & Reviews

Hi S22UltraOwner,

Thank you for sharing your experience with us! We’re sorry to hear the fit didn’t meet you and your wife's expectations. We really wished we could turn your opinion around regarding our Sony WF1000XM5.

It is recommended to follow this guide when wearing your Sony WF-1000XM5: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

We appreciate you giving our product a try and value your input, as it helps us continue to improve. If you decide to explore our products in the future or need any assistance, please don’t hesitate to reach out to us at socialsupport@am.sony.com.

Thank you once again for your understanding, and we hope you will consider Sony for your future purchases!

Sincerely,
Maria

Hi Spencer,

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 its fit is greatly appreciated. For optimum fit and comfort, make sure that you are wearing both earbuds properly. 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.

For more information, please refer to this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.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 MichaelG, We're glad that you like the sound and app. We're also sorry if you find them uncomfortable. This is definitely not the experience we'd like you to have. Sony takes into consideration all feedback to improve the performance and quality of our products and services. We're always looking to make Sony better. For comfortable listening experience, please select the ear tips that best fit and wear them properly. Reference: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

Should you need further assistance, please email us at socialsupport@am.sony.com.

Regards,
Erin

Hi JoseG, Fantastic! We're very pleased to hear that the Sony WF1000XM5 headphones have lived up to your expectations. Thanks for choosing Sony! -Sam

Hi Joshua, Thank you so much for the 5-star rating! We are glad to hear that you are happy with the sound quality of your new headphones! Thank you for choosing Sony! -Carl

Hello CarlosV,

Thank you for considering Sony products.

We are truly sorry to hear you're running into difficulties with your WF-1000XM5 earbuds, specifically regarding connection, comfort, and fit. We certainly regret the frustration this has created.

To address the connection issues, please follow these key troubleshooting steps:

1. Firmware Update to Version 5.0.2: Install the latest software for stability improvements. https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

2. Reset the Headset: This can clear temporary bugs without erasing pairing information. https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

3. Initialize (Factory Reset): Use this step to fully restore the headset settings if the reset doesn't work. (Note: This will delete all pairing information.) https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

A secure fit is essential for both comfort and sound quality, and we want to help you get the best experience possible. We recommend you contact our support team directly. They can provide personalized advice and further assistance to help you find a proper fit and ensure you are getting the most out of your earbuds.

You can reach our support team here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Sincerely,
-Fred

Hi HonestOpinion, thank you for taking the time to share your thoughts about the WF-1000XM5 earbuds. We sincerely apologize for the inconvenience you've experienced with them. Your feedback is invaluable to us and helps us improve our products.

We recommend trying different earbud tips, as finding the right fit can greatly enhance comfort and stability. We appreciate your understanding and hope you have a better experience with the earbuds.

Thanks for considering Sony products and for your feedback.
Sincerely,
Estefany

Hi LeonS, we're glad you like your new earbuds. Thanks for choosing Sony. ~Earl

Hi RebeccaR, awesome! Glad you had a wonderful experience with your purchase! Enjoy your new earbuds! Thanks for choosing Sony! ~Earl

Hi Fjd93, Thanks for the feedback. While we're happy that you like the features of the earbuds, we're sad that you are not impressed with the sound quality and fittings, causing you to return them. There is actually a literature available in our support site that can help or show you how to properly wear the earbuds : https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html Also, your earbuds came with multiple set of ear tips you can choose from and in addition the “Sony | Headphones Connect” app can help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc. Again, we apologize for inconvenience and your feedback can help us improve in the future. We hope you'd still consider our products in your next purchases. Thanks for choosing Sony! -Craig

Hi EricB, Thanks for the positive feedback. We're glad you like the sound quality. Enjoy and thanks for choosing Sony. -Craig

Hi Morel,

You made the right choice upgrading to the Sony WF-1000XM5! We're glad that you like the fit of the headphones. We also understand your concern about the battery life. Rest assured that there are no known battery issues with the WF-1000XM5.

If you still have the WF-1000XM4, make sure to follow the troubleshooting steps on this link to help resolve the battery issue:

https://www.sony.com/electronics/support/articles/00284577

If still not resolved, please 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 D0rian211,

We regret to hear that you are not satisfied with the headphones. Sony's commitment to customer satisfaction is our top priority.

For optimum performance, it is recommended to wear both earbuds properly. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible. 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. 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 Sound Connect” app will help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc.

Additionally, you can use the Equalizer/CLEAR BASS setting of the Sony app to fine-tune the sound quality to your needs.

For more information, please refer to these links:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.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 Alaska907,

Thank you for sharing your experience with the Sony WF-1000XM5. We're truly sorry to hear that the earbuds didn't provide the fit and comfort you were hoping for. Everyone's listening needs and ear shapes can be different, and while the WF-1000XM5 includes multiple ear tip sizes designed to help with comfort and secure fit, we understand they may not have been the right match for you.

Your feedback is valuable to us, as it helps us improve future designs. We appreciate you giving them a try and hope you'll consider us again in the future for your audio needs.

Thanks for considering Sony products!

Regards,
Dominick

Hi GoNEWhere, thanks for choosing and purchasing our product. We understand your feedback regarding the touch sensor of your Sony unit. You can configure the options of touch sensor using the Headphone Connect app. You can follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781367.html?search=touch%20sensor

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:

That's awesome, Tendrils! We're glad you are happy with your purchase. Enjoy and thanks for choosing Sony. -Craig

Hi NETGEAR, That's awesome! We're very happy to hear that you're enjoying both your Sony WF1000XM4 and WF1000XM5 and using them for different chores. 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

Hi JoseR,

Thank you for your review. We are sorry to hear that you are experiencing discomfort and issues with the fit on your WF-1000XM5. These headphones come with multiple ear tip sizes to help users find the best fit, but we understand that this might not work for everyone. We recommend trying different sizes and ensuring they are properly inserted for optimal comfort and security. For more information, please visit the following article:
https://www.sony.com/electronics/support/articles/00262839

Regarding the bass performance, the WF-1000XM5 is designed to deliver high-quality sound with a balanced audio profile. However, personal preferences for bass can vary. You might find it helpful to use the Sony | Sound Connect (Formerly Sony | Headphones Connect) app, which allows you to adjust the equalizer settings to enhance the bass to your liking. I hope this helps.

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

Should you need more information/technical assistance, please email us at socialsupport@am.sony.com with the following details and we'll be more than happy to assist you.

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

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