Customer Ratings & Reviews

Hi BlakeS, thank you for sharing your positive feedback on the sound quality and noise cancellation of the WF-1000XM5 earbuds, and for highlighting your concern about the firmness of the ear tips.

Your experience is appreciated—achieving the best fit is essential for both comfort and optimal sound and noise cancellation performance. Sony has provided several recommendations and options for users who find the supplied ear tips too firm or uncomfortable:

- The WF-1000XM5 comes with multiple sizes and types of foam ear tips in the box. It’s recommended to try all included sizes to find the best fit.
- For those who find the foam tips a bit firm, a good technique is to gently roll or compress the foam tip between your fingers before placing it in your ear, which allows the foam to expand for a tighter and more comfortable seal. Some users also note that the foam tips may develop a “break-in period,” softening and conforming better with regular use and warmth from the ear.
- The Sony | Headphones Connect app includes a fit test feature, allowing you to verify ear tip selection and seal digitally, which can help to further optimize your experience.
- Regular cleaning of the tips and checking for the best fit can also help maintain comfort and sound performance.

Sony values your feedback and is committed to ensuring your comfort and satisfaction. If you continue having difficulty with the standard tips, please consider reaching out to Sony Support for guidance on obtaining alternative tips or further assistance.

Thank you for choosing Sony!

Best regards,
Gus
Sony Social Media Team

Hi JLM523!
Thanks for sharing your feedback with us.
It is most rewarding to hear that you are liking the sound quality and the convenient case for your WF-1000XM5! We also appreciate you mentioning the variety of earbud tips provided in the box.

Regarding the noise cancellation, while the WF-1000XM5 offers active noise cancellation (ANC) that effectively reduces ambient sounds, it may not completely block out very loud, low frequency noises, such as those from construction sites, for example.

To improve your noise canceling experience, we recommend using the Sony | Sound Connect app to customize the ANC settings based on your environment.

Thanks for choosing Sony. We hope this helps!
Best regards,
Estefany

Hello BestBuyer11,
Thank you for your feedback and we are happy that you are enjoying the awesome sound quality and noise canceling feature of our XM5. Try changing the rubber tip of the earbuds from the smallest to the largest size so you see which one will fit snugly into your ears. Thank you for choosing Sony! - Marco

Thank you for sharing your feedback, FeAnMa.

We are so pleased to hear that you find the WF-1000XM5 earbuds to be very efficient and that you are happy with the top-notch noise cancellation. We designed these earbuds to provide a premium listening experience with industry-leading noise canceling, and it's rewarding to know that they are meeting your expectations.

We also appreciate your honest comments regarding the comparison to other brands and the value for the money. We will be sure to share your feedback with our product development team.

Thank you again for choosing Sony and for sharing your experience.

Best regards, Gus, Sony Social Media Team

Hello Jaeger,

We're thrilled to hear that you decided to purchase the WF1000XM5 again due to its overall design and exceptional sound quality. Your enthusiasm for our products means a lot to us! We’re also excited about what’s coming next and hope you’ll love our future models just as much. Thank you for choosing Sony!

Best regards,
-Fred

Hi GerardD,

Thanks for commenting! We're extremely pleased to hear about your satisfaction with the amazing sound quality, very comfortable fit design, long-lasting battery life, and exceptional noise canceling feature of your WF-1000XM5. Thank you very much for your purchase and for choosing the best brand, Sony!

Best regards,

Romeo

Hi ecast, Glad you're loving the sound quality and ease of use with the noise canceling feature on your Sony WF-1000XM5 earbuds! Thanks for sharing your feedback! We appreciate it and are thrilled you're enjoying the experience! -Jess

Thank you for the fantastic review, AirNava!

We’re so glad to hear you’re enjoying the excellent, crispy sound of your WF-1000XM5, even while running in the rain! It’s great to know the water resistance is keeping up with your workouts. Thank you for choosing Sony!

Best regards, Gus, Sony Social Media Team

Hello Straitpaper,

Thank you for choosing Sony!

We're pleased to learn that you’re enjoying the WF1000XM5’s sound quality and found setup so easy. It’s fantastic to know you’re adapting to the hand gestures and consider them a great product. Your feedback is greatly appreciated!

Best regards,
-Fred

Hi HowardO!
We are immensely pleased to hear that you appreciate the design and the high-quality sound of your new WF-1000XM5 earbuds. It’s wonderful to know that Sony continues to be your go-to choice!

Thank you for putting your trust in Sony!
Best regards,
Estefany

Hi KIMF,

Thanks for the great feedback on the WF-1000XM5 earbuds! We're glad to hear that they deliver the full spectrum of your music, letting you enjoy that powerful bass.

The WF-1000XM5 earbuds are designed to provide a rich and immersive listening experience, so it's awesome that they're a perfect fit for you.

Thanks for choosing Sony!

Sincerely,
Jenn | Sony North America.

Hi ChristinaP, Awesome! We are so glad to hear that you are happy with your new WF-1000XM5! Thank you for choosing Sony! -Carl

Hi, EnriqueL,

Thanks for the review and the 5-stars rating! We appreciate the feedback and it surely can be taken in consideration for future references. We are really happy to hear how much you are enjoying your Sony Earbuds and the amazing Sound quality!

Thanks for choosing Sony, have a wonderful day!
-DiegoV

Hi S767, we're glad you are happy with your new earbuds! Thanks for choosing Sony! ~Earl

Hi Starns1,

You made the right choice! We're glad that you like the sound quality of your new Sony headphones. We appreciate the 5-star rating and thank you for choosing Sony!

-David

Hi Carolina, Thanks for the feedback! We're glad that you like the sound quality. We recommend trying different ear tip sizes and experimenting with the positioning to achieve a snug fit. You can 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. Please follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html

Hope this helps. Thanks and regards, -Craig

Hi TamR,

Thank you for providing such detailed feedback regarding your experience with the Sony WF-1000XM5. We genuinely appreciate you highlighting the touch features and improved music quality, but we also want to address your concerns regarding the Active Noise Cancellation (ANC), the fit, and the battery life to ensure you're getting the premium experience these earbuds are designed to deliver.

The effectiveness of ANC is heavily dependent on the "airtightness" of the seal in your ear canal. Since you mentioned they feel bulkier than your previous pair, it’s possible the earbud tips currently in use aren't providing the optimal seal for your ear shape.

- Try the "Determines Optimal Earbud Tips" Test: We recommend using the Sony | Sound Connect app to run a seal test. This function measures the air-tightness of your current tips and can tell you if you should try a different size to better block out cabin noise.

- The "Twist" Technique: When inserting the earbuds, gently pull up on the top of your ear, insert the tip, and twist the earbud into place. This helps the noise-isolating foam expand correctly within the canal.

You can find the full step-by-step guide for a perfect fit here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html

Regarding your flight to the mainland, the WF-1000XM5 is rated for up to 8 hours with ANC on. However, certain high-intensity settings can drain the battery faster than expected (specifically if using high-resolution codecs like LDAC™ or features like "Speak-to-Chat").

- Check your Bluetooth Codec: If you are using LDAC™ (for Hi-Res audio) in a high-interference environment like an airplane, the battery life can drop to approximately 5 hours. Switching the Connection Quality to "Priority on Stable Connection" in the app can significantly extend playback time.

- Adjust Features: Features like DSEE Extreme™ (which upscales compressed music) and Speak-to-Chat consume additional power. Turning these off during long flights when they aren't needed can help you reach that 8-hour mark.

For more details on managing power-hungry settings, please refer to this guide: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.html

We hope these steps help you achieve the premium experience you expect. Thank you for considering Sony!

Best regards,
Dominick

Hi Nitro,

Fantastic! You've definitely made a great choice! We are extremely pleased to hear your satisfaction with the amazing features and superb performance of your WF-1000XM5. Your feedback with the supplied earbud tips is greatly appreciated.

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 Puck, we're glad you like our product! Thanks for choosing Sony. ~Earl

Hi YvanO, Thank you for the feedback on your experience with your new Sony WF1000XM5. We're glad to hear that you like the amazing sound these earbuds delivers. At Sony, we are always looking to improve our product quality and features. We have noted your input about the Google assistant function and will be sure to forward this feedback to the appropriate department.

And we also apologize for any inconvenience that you experienced with some of the features of your Sony WF1000XM5. For touch control sensitivity issues, please follow some of the steps and guidelines provided on this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779987.html

If the Noise Canceling function turns on/off randomly or changes unexpectedly, please follow the troubleshooting steps on this link to resolve the issue:

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00229328

If you are unable to resolve your concern, 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! -Sam