Customer Ratings & Reviews

Hi Raba, we're glad you like the ease of use and sound quality of our product. We understand your feedback regarding the fit of your Sony unit. 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 check this link for more details:

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

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:

Thanks for choosing Sony! ~Earl

Thank you for sharing your fantastic review, TristanG!

We are absolutely thrilled to hear that you find your WF-1000XM5 earbuds to be seriously killer and that "these things rip!"

We are glad they are providing you with an outstanding audio experience. We also appreciate your note that while they are great, they are not intended as Personal Protective Equipment (PPE).

Thank you again for choosing Sony!

Best regards, Gus, Sony Social Media Team

Hi Chica,

Awesome! We're glad to hear that you like the headphones. We appreciate the recommendation and thank you for choosing Sony!

-David

Hi TKPanda,

Thanks for commenting. While we're glad that you love our WF-1000XM5 and that you're satisfied with its amazing noise canceling feature & superb sound quality, we're really sorry if they didn't fit you well. Also, we apologize if the battery life didn't live up to your expectations. This is certainly not the news we'd like to hear from you. For optimum fit, comfort and to keep the headphones from falling out, we always recommend following the steps on this article:
https://www.sony.com/electronics/support/articles/00262839

As for the battery life, the available usage hours may be different depending on the settings of various functions and conditions of use. For more details, refer to the following Help Guide link:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.html

We value you & your feedback, and thanks for choosing Sony.

Sincerely,

Romeo

Hi AlexanderA,

You made the right choice upgrading to the Sony WF1000XM5! We're glad that you are enjoying these amazing headphones. Thank you for choosing Sony!

-Ralph

Hi Victoria,

Perfect! We're thrilled that you like the fit and noise canceling function 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 fatoh, we're glad you are enjoying our industry-leading noise canceling headphones. 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 choosing Sony! ~Earl

Hello Customer,

Thank you for choosing Sony!

We're honored to hear that the WF1000XM5 earbuds stand out as some of the best you've had in years. Your praise for the ambient sound and noise cancellation truly motivates us to continue delivering exceptional audio experiences. Thank you for sharing your positive thoughts!

Best regards,
-Fred

Hi Cynthia,
Thank you for such a great review! Glad to hear you like the comfortable fit and amazing sound quality of your WF1000XM5 earbuds. Thanks for choosing Sony! - Kris

Hi Aaron,

Thank you for the purchase! We're glad to hear that you like the headphones. We do apologize for the inconvenience. Your feedback is noted. Thank you for choosing Sony!

-David

Hi Sean, we're glad you like the sound quality of our product! Thanks for choosing Sony! Enjoy! ~Earl

Hello FELIPEA,

Thank you for choosing Sony!

We're excited to hear that the WF1000XM5 are the best earbuds you've invested in. It's fantastic to know they've made such a strong impression that you'd buy them again or even upgrade. Thank you for sharing your experience!

Best regards,
-Fred

Hi KristofferG,

Perfect! We're thrilled that you are enjoying the noise canceling function and sound quality of the headphones. Thank you for choosing Sony!

-Ralph

Hi KelsM, we're glad you are enjoying our product. We understand your concern regarding the noise canceling feature of your Sony unit. 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%20

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:

Thanks for choosing Sony. ~Earl

Hello JaneanA,
Perfect! Thank you for sharing your listening experience with our XM5 Earbuds. We are truly delighted to hear that you appreciate the audio quality and noise canceling capability of the earbuds. Thank you for choosing Sony! - Marco

Hi Goldenboy, fantastic! We're truly delighted to hear about your satisfaction with the amazing noise canceling feature and exceptional sound quality of your WF-1000XM5. Thank you so much for the perfect star review and for choosing the best brand, Sony! - Romeo

Hi Jamgar, thank you for sharing your feedback, and we're sorry to hear that the noise cancellation performance of the WF-1000XM5 did not meet your expectations, especially during your flight. We appreciate your positive comments about the earbuds' portability and sound quality.

Noise Cancellation can be influenced by several factors, and we want to help you get the best experience possible. Here are a few troubleshooting steps you might find helpful:

- Ensure the earbuds fit properly in your ears with the best size earbud tips for each ear, as improper fit can significantly reduce noise canceling effectiveness. The Sony | Headphones Connect app can help you measure air-tightness and find the optimal tip size.
- Confirm that Noise Canceling mode is activated, not Ambient Sound mode. You can toggle this directly on the earbuds or in the app.
- Try turning off the Adaptive Sound Control feature in the app, as it can automatically adjust noise cancellation based on detected activity, sometimes switching modes unexpectedly.
- If you’ve already checked these settings, you can reset or initialize the earbuds as a next step—returning them to factory settings to resolve potential software glitches.
- It’s important to note that while the WF-1000XM5 provides strong noise cancellation, it is most effective for low-frequency sounds such as engine noise from vehicles or planes, but some higher-frequency sounds may not be fully canceled.

If you continue to experience issues after trying these steps, please reach out to our support team for further assistance, as we’re committed to ensuring your satisfaction with our products.

Thank you again for your honest feedback—it helps us improve our products and service.

Best regards,
Gus
Sony Social Media Team

Hi KillerBee, we're glad you like our product. We understand your feedback regarding the mic of your Sony unit. Please follow this link to when dealer with phone call issues:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779964.html?search=call

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:

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 your purchase and for choosing Sony! ~Earl

Hi ChristineP,

You made the right choice! We're glad 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 Alex, Thank you for the feedback on your experience with your Sony WF1000XM5. While we're glad you like the great sound quality and noise canceling feature, we regret to hear that these earbuds didn't fit great on you. We understand that finding the perfect fit can vary from person to person. We also recommend experimenting with the positioning to achieve a snug fit. If you've already tried changing the eartips to another size and you're still having issues with fit, we suggest trying out third-party eartips. Hope this helps and thanks for choosing Sony! -Sam