Customer Ratings & Reviews

Hello Kaaronbrown,

Thank you for your feedback. We're sorry to hear that the microphone performance on your WF-1000XM5 earbuds didn't meet your needs for conference calls, and that you had to return them.

We designed the WF-1000XM5 with a high-quality microphone system that includes AI-based noise reduction to isolate your voice. However, the effectiveness of this feature can vary depending on the specific environment and the platform you're using for your calls. Our goal is to provide a clear voice experience, and we are constantly working to improve our products.

We appreciate you giving the earbuds a try and for sharing your honest feedback. Your comments are valuable and will be shared with our product team for future improvements.

Thanks for choosing Sony!

Sincerely,
Jenn | Sony Social Media Team.

Hi MusicFan,

While we are pleased you are satisfied with the smaller design of our WF-1000XM5, we sincerely apologize if its noise canceling and sound quality didn't live up to your expectations, and that it had to be returned. This is certainly not the experience we wanted you to have. The following information is important in order to maximize the noise canceling function and sound quality for music and calls of the WF-1000XM5:
https://www.sony.com/electronics/support/articles/00262839

We greatly appreciate your feedback, and we are hoping that you will consider Sony again in your future purchase.

Best regards,

Romeo
Sony Social Support

Hi DominicP, Thank you for giving the WF1000XM5 a perfect rating! We're glad to hear that your new Sony WF1000XM5 worked as advertised, providing you with performance and quality you expected. 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 GaryR,

Thanks for reaching out to us. We regret to know that you're not having the best experience with your WF-1000XM5 and you find them uncomfortable during use. This is not the experience we want you to have.

To ensure optimal performance, as well as to obtain the best fit and prevent the headset from falling out, change the earbud tips to ones that fit more snugly in your ears. If you feel earbud tips are difficult to put into your ears, change the size of earbud tips or squeeze earbud tips lightly before wearing the headset. When wearing them, gently pull up on the top of your ears, put the earbud tips in your ear canal, and then twist the earbuds into place. This makes sure the earbuds are firmly in the ear canal.

Please make sure to follow the guide from this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00262839

If you still have the unit, please let us know so we can turn your experience around. You may send us an email at socialsupport@am.sony.com with the following details:

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

Sincerely,
Jess

Hi Great,
Thank you for your time writing this review. We regret to hear that you returned the WF1000XM5 because it does fit your ears well and that you are not impressed with the audio quality. It's unfortunate that we did not got the chance to assist you with your concerns as we have troubleshooting steps that may help resolved the issues that you having with the earbuds. We appreciate your feedback and hope that you will still consider Sony on your future purchases. Thanks again for shopping Sony. - Kris

Hi DLM2,

Thank you for bringing this to our attention, and we are really sorry for the inconvenience. It is unfortunate to know that you had encountered some issues with your WF-1000XM5 and that it had to be replaced three times. This is certainly not the experience we were hoping you would have. Despite the problem, we are glad to know that you love the amazing performance of your WF-1000XM3 and exceptional noise canceling function of the WF-1000XM5. We want to make sure you’re taken care of and help check on your headphones. May we contact you directly to assist you? If so, please email the below information to socialsupport@am.sony.com. Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.

Sony Case Number:
Full Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

We value you being a Sony customer. Sorry for the inconvenience and hope to speak directly to try to resolve this matter.

Thank you for letting us help assist you.

Sincerely,

Romeo
Sony Social Support

Hola MariaG, ¡Gracias por elegir Sony! ¡Disfruta! Vincent

Hi DavidB87,

Fabulous! We are truly delighted to know about your satisfaction with the exceptional quality 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 DavidD, Great! We're glad that you like the sound quality. The WF-1000XM5 feature 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 favourite artists. The WF-1000XM5 headphones raise the bar for distraction-free listening and clarity. Thank you for choosing Sony. Erin

Hi Pjsmooth,

You made the right choice! We're thrilled 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

Hi CarlosD, Awesome! We're very happy to hear that you loved your new Sony WF1000XM5 and that you've noticed the improvements and upgraded features we've made. 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 MiguelG, great! We're glad you like our product! 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

Thanks for commenting, DeneilW!

You've made a great choice! We are very happy to know your satisfaction with the superb performance 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 very much for recommending our WF-1000XM5 and for choosing Sony!

- Romeo

Wonderful, RichardW! We're glad that you made the upgrade with our new XM5 Wireless earbuds. 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! -Craig

That's great, AbrahamR! We're glad that you are happy with 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 modquad, we sincerely apologize for the persistent audio issues you're experiencing with your WF-1000XM5 earbuds, including the constant cutting out and connection difficulties.

To assist you in troubleshooting the issue further, consider the following tips: First, check for any potential interference from other wireless devices, such as Wi-Fi routers, microwaves, or other Bluetooth devices, as they can disrupt the WF-1000XM5's connection; testing your headphones in a different environment may help identify if the problem persists. Additionally, if you have access to another smartphone, tablet or computer, try connecting your WF-1000XM5 to that device to determine whether the issue lies with the headphones or the original device you were using.

If these steps do not resolve the issue, we strongly recommend reaching out to our technical support team. You can find their contact information here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for being a valued Sony customer and for letting us know about this issue.
Best regards,
Estefany

Hi HonorioT, Perfect! We're happy to hear this feedback. 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

Hey Matthew,

Thanks for the perfect star review! 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.

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

Thank you so much for choosing Sony!

- Romeo

Hi Alijandro, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the fit and noise canceling feature of your Sony unit. It is recommended changing 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. Please follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html?search=earbud

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:

~Earl