Customer Ratings & Reviews

Hi Anton, thanks for sharing your honest feedback on the Sony - WF1000XM5! While we understand you preferred the sound and noise cancellation of the WF1000XM4, the WF1000XM5 offer some improvements in fit, weight, and call quality. Also in regards to the sound, remember you can download the Sound Connect App and customize it to your preference, you can select the "Priority on sound quality" mode and use the "equalizer" to get more bass. Here is a link where you can see the different options you have available within the app to get the most out of your new headphones:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html
Your input is truly valuable and helps us continue refining our products! Thanks for choosing Sony. Regards, -Dominick

Thank you for taking the time to share your experience and feedback, CO1319—we sincerely understand how disappointing it must be to have your WF-1000XM5 earbuds develop issues just after the warranty period ended, especially after taking great care of them. We realize that premium audio products come with certain expectations for quality and long-term reliability, and your frustration with the cost and availability of out-of-warranty service is understandable.

Regarding replacement and repair: For the WF-1000XM5, repairs or replacements (such as for one side of the earbuds) require both earbuds and the charging case to be sent to an Authorized Service Center, as these components are specifically paired for proper functionality. This means that simply ordering a standalone earbud is not possible, which contributes to the higher service cost. While the replacement fee you mentioned is accurate for out-of-warranty repairs, we recognize this can feel prohibitive compared to buying entirely new products from other brands.

Even though your product is out of warranty, we always want to help as much as we can. Our standard procedure for products outside the warranty period is to direct customers to our authorized service partners who provide paid repair and replacement services. While we don’t currently have a formal goodwill or exception program for narrowly expired warranties for these models, your case illustrates an experience we strive to improve for our customers in the future.

We value your feedback—it will be shared directly with our product and support teams so it can inform future improvements both in reliability and in service options. If you decide you’d like further assistance, or to discuss your case, please let us know so we can review your situation in greater detail to see if there are any additional support avenues available.

Thank you again for your honest feedback and for considering Sony products. Your input is important, and we regret that this experience did not meet your expectations.

Best regards,
Gus
Sony Social Media Team

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 [email protected].

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

Thank you for sharing your feedback about the WF-1000XM5, JulianP. We're genuinely sorry to hear about your experience with the fit and the need to frequently replace the earbud tips.

We understand that a secure and comfortable fit is essential for truly wireless earbuds. The WF-1000XM5 includes multiple sizes of earbud tips to help you find the best possible fit for your ears. Ensuring the tips are firmly attached and selecting the right size can make a significant difference in both comfort and stability. If the earbuds are falling out often, we recommend:

- Trying all included ear tip sizes to find the one that fits most securely.
- Firmly inserting the tips and making sure they are not loose or tilted.
- Regularly cleaning the earbud tips and ears, as the build-up of dust, moisture, or earwax can affect fit and performance.

Frequent replacement of earbud tips can sometimes be caused by moisture, sweat, or improper cleaning. Cleaning the tips gently with a dry cloth or, if needed, with a diluted neutral detergent and thoroughly drying them can prolong their lifespan. Avoid using solvents like alcohol, as they may damage the material. If you notice the tips wearing out more quickly than expected, please let us know so we can assist you further.

Your comfort and satisfaction are important to us. If after trying these steps you're still experiencing issues, please reach out to our customer support team—there may be additional solutions or tip options we can explore with you.

Thank you again for sharing your thoughts and helping us improve.

Best regards,
Gus
Sony Social Media Team

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

Hi Javier, Excellent! We're thrilled to hear you like the compact design and you find them convenient to carry and effortless to wear. 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 Jhbite, we're sorry to hear that the WF-1000XM5 headphones have not performed as you expected, especially when compared to your other earbuds. We understand it's disappointing when a new product doesn't quite live up to what you're hoping for.

We designed the WF-1000XM5 with advanced noise-canceling technology and premium sound quality in mind, aiming to provide an immersive audio experience. We'd love to learn more about what specifically led to your "just ok" impression. Your feedback is valuable as it helps us understand areas where we can improve. Thanks for considering Sony products! Best regards, -Dominick

Hi SoumikI,
Thanks for the review and for being honest about your experience with the WF-1000XM5.
We're really sorry to hear that they haven’t lived up to your expectations.

If you feel like the earbuds aren't performing quite right or if you're having a specific technical issue, please reach out to our support team: https://www.sony.net/support-contact
We’d love to take a closer look and see if there’s a way to make things right.

We value your input. Thanks for considering Sony.
Warm regards,
Estefany

Hello DouglasH,

You made the right choice! We're happy to hear that you like your new Sony headphones. We appreciate the 5-star rating and thank you for choosing Sony!

-David

Hi MahmoodN, we're glad you had a great experience purchasing our product. We hope you are enjoying your new earbuds! Thanks for choosing Sony! ~Earl

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 [email protected] 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

Hi WesleyP,

Thanks for commenting. While we are thrilled that you love your WF-1000XM5, we are really sorry if you're experiencing an issue with the battery life of your WF-1000XM4. This is definitely not experience we wanted you to have. If you haven't yet, let's try to isolate and fix the problem by following the troubleshooting steps on these articles:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000432577.html
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00266785
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00271301
https://www.sony.com/electronics/support/articles/00284577

You may also try the steps on these links to refresh the content of the headphones:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428696.html
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428697.html

And lastly, as a general recommendation, if you haven't tried yet, we recommend updating its firmware to the latest version. The firmware update improves the functionality and features of the headphones. It also provides fixes to any performance issues that you are encountering.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/downloads

If the issue persists or you may need more information/technical assistance, please feel free to email us and we'll be more than happy to assist you. You may send us an email at [email protected] with the following:

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

We value you, and thank you very much for choosing Sony!

Best regards,

Romeo
Sony Social Support

Hi JustinC, we're glad you are enjoying our product. We understand your feedback regarding the battery of your Sony unit. Please make sure the contact pins fit properly when you put the earbuds on the case. Please follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.html?search=battery

If you require any additional support with regard to this product, please email us at [email protected] 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 BrandonF, thanks for choosing and purchasing our product. We're sorry to hear that you have issues with your Sony unit. For low sound level, please follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780052.html?search=low%20volume

When wearing the unit for better fit, you can follow this link:

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

If you require any additional support with regard to this product, please email us at [email protected] with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl

Hi Lima,

Thanks for commenting. The WF-1000XM5 supports a multipoint connection. You can switch easily between two audio sources without going through the standard Bluetooth reconnection process. For more details, check out the following article:
https://www.sony.com/electronics/support/articles/00249936

Should you need more assistance, please feel free to contact us and we'll be more than happy to assist you. You may send us an email at [email protected] with the following:

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

Thank you very much for your purchase, and thank you for choosing Sony!

Best regards,

Romeo

Hi Kate, We are happy that our WF1000XM5 wireless in-ear headphones are the best headphones for you and that you are super impressed with their call quality. Thank you for your purchase. Enjoy! Vincent

Hi Nickname, Thank you for the 5-star rating! We're glad to hear you love the easy Bluetooth pairing and overall features of your Sony WF1000XM5. Thanks for choosing Sony! -Sam

Hi PhilH,

We sincerely apologize if you're experiencing battery life issues with your Sony headphones. This is not the experience we intended for you. It's possible that you may be referring to a different model, as the WF-1000XM5 was released in July 2023. To troubleshoot your battery life/audio issue, please refer to the following article:
https://www.sony.com/electronics/support/articles/00204551

We want to ensure you're taken care of and assist with your unit. Can we contact you directly for assistance? If so, please email the following information to [email protected]:

- Full Name
- BestBuy Username
- Telephone Number
- Sony Headphones' Model Number
- Issue/Concern

Apologies if you've already provided some of this information in your review or to customer service. We aim to have accurate details for effective communication.

We appreciate you being a Sony customer. Sorry for any inconvenience, and we hope to speak directly to resolve this matter.

Thank you for allowing us to assist you.

Sincerely,

Romeo
Sony Social Support

Hi AhmetC,

Thanks for sharing your review and experience with the WF-1000XM5. Your feedback about its comfort 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 [email protected] 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