Customer Ratings & Reviews

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 socialsupport@am.sony.com 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 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 socialsupport@am.sony.com.

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

Hello MarkT,

Thank you for considering Sony products.

We apologize for the inconvenience you’re experiencing with the noise canceling and ambient sound modes switching unexpectedly on your WF-1000XM5 earbuds, as well as the issue with “Hey Siri” on iOS. We understand how frustrating this can be and want to help you resolve these problems.

To address these concerns, we recommend the following steps:

Firmware Update to Version 6.1.0: Installing the latest software can improve performance and functionality. You can find detailed instructions here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

Reset the Headset: This clears temporary bugs without deleting pairing information. Instructions are available here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

Initialize (Factory Reset): If resetting doesn’t help, a factory reset may be necessary. Please note this will erase all pairing information. Instructions can be found here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

After these steps, please follow the instructions to activate the voice assist function (Siri) here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781979.html?search=siri

Additionally, we suggest disabling Adaptive Sound Control, as this feature automatically switches between noise canceling and ambient sound based on your activity or location, which might cause the mode flipping. Details on how to disable this feature are here: https://www.sony.com/electronics/support/articles/00229328

If the issues persist, our dedicated support team is ready to assist you with advanced troubleshooting. You can reach them through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We want to get this resolved for you!

Best regards,
-Fred

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 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 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 sour,

Awesome! You've made a great choice! We are very happy to know your satisfaction with the customizable settings through the Sony Headphones Connect app and very responsive touch control function 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 your purchase and for choosing Sony!

- Romeo

Hi NoahM,

Thank you for taking the time to share your feedback regarding the WF-1000XM5 earbuds.

We appreciate you providing detailed comments on the perceived build quality, fit, sound performance, and the transparency mode functionality. We are truly sorry to hear that you experienced difficulties with these aspects of the product.

We will certainly ensure your valuable comments are shared directly with our product development team for thorough review as we continuously strive to improve future products.

Thank you for considering Sony products!

Regards,
Dominick

Hi Matt,
We're really sorry to hear that you're not having a great experience with the WF-1000XM5 earbuds. We totally understand how frustrating it can be when something does not fulfill your expectations, especially after enjoying the WH-1000XM4 for so long.

For a better fit, we recommend trying out some of the various ear tips available, as they can make a big difference. Also, It's worth mentioning that you can actually fine-tune the noise cancelling feature through the Sony | Sound Connect app to see if that helps with the performance.

If you still have concerns or need assistance, please don’t hesitate to reach out to our technical support team at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for considering Sony products and for your feedback.
Sincerely,
Estefany

Hi Protector,
Thank you so much for sharing your feedback with us. We're really sorry to hear that your WF-1000XM5 earbuds didn’t fit well and that one side stopped working.

For the fit, we recommend trying the different ear tip sizes included in the box, sometimes a different size can make a big difference in comfort and staying in place.

For the side that stopped working, we’d like to help get this fixed for you. Please reach out to our support team with your product details and we’ll guide you through troubleshooting steps.

Find their contact information here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for considering Sony and bringing this issue to our attention.
Warm regards,
Estefany

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 socialsupport@am.sony.com:

- 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

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

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 Pablok, thanks for choosing and purchasing our product. We're glad you like the sound quality of the WF1000XM5. We're sorry to hear that you have an issue with your Sony unit. Please isolate the issue by following this link:

https://www.sony.com/electronics/support/articles/00235161?utm_source=glean

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. 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 socialsupport@am.sony.com 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 Silver, great! We're glad you love our product! 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. Thanks for choosing Sony. ~Earl

Hi WilliamH,

Fantastic! We are extremely pleased it suits your needs. We are sorry if you are experiencing some audio/sound cuts out issue. The following article may help resolve this problem:
https://www.sony.com/electronics/support/articles/00232102

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

Hi CodyR,

Thanks for commenting! We are truly happy to know that you love the amazing sound quality and very comfortable fit design of your WF-1000XM5. We are really sorry if you had encountered a Bluetooth connection issue, and we are glad that you were able to fix it by configuring the settings of the headphones. For any sound cuts out or noise issues with your earbud headphones, please refer to the following article:
https://www.sony.com/electronics/support/articles/00232102

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.

If there's something we can do to help or you may need more 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 Athleticfemale,

Thanks for commenting. While we are glad to hear your satisfaction with the amazing sound quality of your WF-1000XM5, we are really sorry if they didn't fit you well. 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

I hope this helps.

Should you need more assistance or information with our product, please email us at socialsupport@am.sony.com with the following details so we can best assist you.

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

Thank you for choosing Sony.

Best regards,

Romeo
Sony Social Support

Hi Greg,

While we are glad to hear your satisfaction with the exceptional sound quality of our WF-1000XM5, we are really sorry if you are experiencing an issue with the battery on the left earbud and microphone quality when using it for phone calls. This is certainly not the news we'd like to hear from you. If you still have your unit, please perform our suggested troubleshooting steps on these articles to isolate and hopefully fix the problem:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.html
https://www.sony.com/electronics/support/articles/00298371
https://www.sony.com/electronics/support/articles/00298368

I hope this helps.

Should you 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 socialsupport@am.sony.com with the following:

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

We value you, and thank you for your purchase.

Sincerely,

Romeo
Sony Social Support