Customer Ratings & Reviews

Hi Erwin, we're glad you are enjoying your new earbuds! Thanks for choosing Sony! ~Earl

Hi Highwayman,

Perfect! We're glad that you are enjoying the sound quality, fit, and user-friendly functions 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 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 TaJohn,

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

For optimum performance, make sure to install the latest software version of the headphones (via the Sony Headphones Connect app).

To achieve the best 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

For the buzzing sound that you are hearing, please refer to the troubleshooting steps on this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783928.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, 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

Hello RavikumarV,

Thank you for choosing Sony!

We couldn’t be happier to hear that the WF-1000XM5 earbuds are enhancing your office and personal calls with their exceptional noise cancelling and seamless app switching. It’s wonderful to know they’re making your communication smoother and more efficient. Your feedback truly motivates us to continue delivering quality experiences.

Best regards,
-Fred

Hi JordyM,

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

-David

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 Cgomez15, we're glad you are enjoying 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

Hi ROCCOR,

Very nice! We're glad to hear that you love the sound quality and noise canceling of the headphones. We appreciate the review and thank you for choosing Sony!

-David

Hi CastelleE,

While we're glad to hear about your great feedback with the amazing sound quality, very comfortable fit design, and superb features of your WF-1000XM5, we're really sorry if you're experiencing battery life issue. We also apologize if you're having the same problem with your WF-1000XM4. This is certainly not the news we'd like to hear from you.

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.

Full Name:
BestBuy Username:
Telephone Number:
Model Number:
Issue/Concern:

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

HI RadD,

We are pleased to hear that the WF-1000XM5 earbuds are working well for your gym sessions! It is great to know that their compact, secure fit and advanced noise cancellation provide the performance you need while on the move.

Thanks for choosing Sony.

Best regards, Eliab

Hi Manny,
Thanks for sharing your experience! We're thrilled to hear that the Sony XM5 earbuds have impressed you with their durability, secure fit, and excellent sound quality. It's fantastic to know they perform perfectly, even during sweaty sessions. Thank you for choosing Sony! -Maria

Hi PhillipCJr,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality, noise canceling function, and dedicated app (Sony Headphones Connect) of the headphones. Your feedback about the volume control function is greatly appreciated.

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 TylerH,

You made the right choice with the Sony WF-1000XM5! We're glad that you like the size of the headphones. Rest assured that there are no known battery issues with the XM5.

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.

We also would like to know more about what happened to your XM4. Please email us at socialsupport@am.sony.com with the following details:

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

-Ralph

Hi FernandoM, great! We're glad you like the sound quality of our product! Thanks for choosing Sony! ~Earl

Hi HuwM, we're glad you are enjoying our product. Thanks for choosing Sony. ~Earl

Hi Taurus,

While we are glad to know about your satisfaction with the amazing noise canceling feature, exceptional call quality and Bluetooth connectivity of your WF-1000XM5, we are really sorry if they didn't fit you well. For optimum fit, comfort and to obtain the correct sound qualities, we always recommend following the steps on these links:
https://www.sony.com/electronics/support/articles/00262839
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html

I hope this helps.

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 your purchase and for choosing Sony!

- Romeo