Customer Ratings & Reviews

Hola FreyberG,

Lamentamos saber de su experiencia con los auriculares XM5. Nos esforzamos por brindar una excelente experiencia con nuestros productos, por lo que nos encantaría investigar más a fondo para mejorar su experiencia. Para que podamos ayudarle mejor, por favor envíenos un correo electrónico a socialsupport@am.sony.com con los siguientes detalles:

Nombre:
Nombre de usuario de Best Buy:
Número de modelo:
Problema:
Número de teléfono:

Uno de nuestros especialistas técnicos le devolverá la llamada en un plazo de 2 días hábiles.

Atentamente,

Eliab
Soporte Social de Sony

Hi Brad,

Thank you for the review and we are sorry to hear what happened. In this case, Please allow us to help you and make this a better experience. Initialize the headset to restore factory settings this could resolve the issue. Here's the link on how to.

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

We also suggest updating the software of your headphones. A firmware update improves the functionality and features of your device. It can provide fixes to any performance issues that may occur.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

For us to better assist you, please email us at socialsupport@am.sony.com with the following details:

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

-David

Hello AlecH,

Thank you for considering Sony products.

We appreciate your feedback and are sorry to hear about the issue you're experiencing with your WF-1000XM5 earbuds not turning on automatically when removed from the case. To help resolve this, we recommend the following steps:

1. Confirm proper placement: Make sure the earbuds are securely and correctly placed in their respective slots (left in the left, right in the right) until they click or seat firmly.

2. Ensure the case is charged: The earbuds need the case’s battery to automatically turn on when removed. If the case is depleted, this feature will not work properly.

3. Update the firmware to version 5.0.2 here:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

4. Reset the headset by following these instructions:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

5. Initialize the headset to restore factory settings:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

If you encounter any recurring issues after completing the steps provided, please be aware that your unit is protected by a 1-year limited manufacturer's warranty. To help us assist you more effectively, we kindly request that you reach out to us at socialsupport@am.sony.com and include the following information:

- Name: 
- BestBuy Username: 
- Model Number: 
- Description of the Issue: 
- Telephone Number: 

We greatly appreciate your patience and understanding as we work to resolve this matter. 

Best regards,
-Fred

Hi Chel, We regret to hear about the battery issue you're having with your Sony WF1000XM5. This is definitely not the news that we would like to hear. Please follow the troubleshooting steps on this link to better isolate the issue:

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00229323

If you are unable to resolve your concern, feel free to reply contact our product support team through this link: https://us.esupport.sony.com/support/s/service?language=en_US.

Or email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Sam

Hi JasonW,

While we are glad to hear your good feedback with the superb sound quality of our WF-1000XM5, we are really sorry if it didn't fit you well and that it had to be returned. 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

Your feedback matters to us as it helps us improve our products. We are sorry for the inconvenience, and we hope that you'll consider Sony again in your future purchase.

Sincerely,

Romeo

Hi Edward,

We are really sorry if the sound quality of your WF-1000XM5 didn't live up to your expectations. This is certainly not the news we'd like to hear from you. For the sound quality, 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, you may not obtain the correct sound qualities, noise canceling effects, or call performance. Please refer to the following instructions to maximize the noise canceling function and sound quality of your headphones for music and calls:
https://www.sony.com/electronics/support/articles/00262839
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html

I hope this helps.

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:

We value you, and thank you for your purchase.

Sincerely,

Romeo
Sony Social Support

Hi Hendel,

We are really sorry if our WF-1000XM5 didn't live up to 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 noise canceling, please refer to the suggested troubleshooting steps on this link to isolate the issue:
https://www.sony.com/electronics/support/articles/00298372

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 TerriK, We're sorry to hear about your frustration. This is definitely not what we wanted you to go through. Our support team could have helped you resolve your concerns. We hope you'd still consider our products in your future purchases. Thanks and regards, -Craig

Hi Sleep, 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. Thank you for choosing Sony! ~Earl

Hi AdamS,

We are really sorry if the supplied earbud tips of our WF-1000XM5 didn't live up to your expectations. The New Noise Isolation Earbud Tips are made from an exclusive material that improves fitting and increases comfort. The earbuds come in four sizes, including a new extra small version. For optimum fit, comfort, and in order to maximize the noise canceling function and sound quality of these headphones, we always recommend following the steps on this article:
https://www.sony.com/electronics/support/articles/00262839

And to troubleshoot Noise Canceling issues when using the WF-1000XM5 earbud headphones, please refer to the following link:
https://www.sony.com/electronics/support/articles/00298372

We truly appreciate your feedback. If there's anything 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:

We value you, and thank you for choosing Sony.

Sincerely,

Romeo
Sony Social Support

Hi there,

While we are glad to hear that our WF-1000XM5 fits you well, we are really sorry if you are experiencing an issue when using them for hands-free calls. This is certainly not the news we'd like to hear from you. If you haven't tried yet, please perform our suggested troubleshooting steps on this article and see if it resolves the problem:
https://www.sony.com/electronics/support/articles/00298371

You may also try resetting and initializing your headphones to further isolate the issue:
https://www.sony.com/electronics/support/articles/00298373

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 better assist you.

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

We value you, and thank you for choosing Sony.

Sincerely,

Romeo
Sony Social Support

Hi JohnM,

We are really sorry if you are having issues with your WF-1000XM5. 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.

Sony Case Number:
Full Name:
Best Buy Username:
Telephone Number:
Model Number: WF-1000XM5
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 HectorDm We appreciate the feedback and we apologize for the inconvenience. This is definitely not what we wanted your to experience. We'd like to know what issues have you encountered with the app so we can assist. As for the pads, are you referring to the ear tips? You can detach the ear tips from the ear bud when cleaning.

If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :

Full Name:
Best Buy Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the unit:

We are sorry for the inconvenience and hope to speak to you to resolve this matter.

Sincerely,
-Craig

Hi Chris, We're sorry to hear that you are not impressed with the fittings. This is definitely not what we wanted you to experience. We understand you've tried all the ear tips however, we'd like you to visit the link below: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html?search=wearing There are few steps you can perform to improve or to obtain the proper fit for your ears. As for the connectivity, delete the headset pairing information on your iPhone and perform pairing again. Hope this helps. Thanks and regards, -Craig

Hi Kelso,
Thank you for taking the time to share your feedback on the WF-1000XM5. We're sorry to hear that you're experiencing noise cancelling and battery issues with the unit.
We'd like to help troubleshoot this with you. Please follow these steps:

- Ensure the earbuds are running the latest firmware version through the Sony | Sound Connect app. https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561
- Disable Adaptive Sound Control feature on the app.
- Try different ANC settings in the Sound Connect app.
- If you haven't done this yet, consider initializing the earbuds to restore factory settings. You will find the steps here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

If the problem persists after trying these steps, we recommend that you reach out directly to our technical support team. Their contact information can be found here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Best regards,
- Stephanie

Hi JohnB, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the comfort and sound quality of your Sony unit. We would like to turn your opinion around regarding our industry-leading noise canceling earbuds. 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

Let's isolate the issue on the sound quality by switching the settings and checking the sound quality mode with the “Sony | Headphones Connect” app. Please make sure the unit is set on Priority on sound quality: Prioritizes the sound quality. Please check these links for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781983.html?search=sound%20quality

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html?search=sound%20quality

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

Hi JohnR,

We are really sorry if our WF-1000XM5 didn't live up to your expectations and that it had to be returned. This is certainly not the news we'd like to hear from you. For low sound quality, we always recommend performing the steps on this Help Guide link to solve this issue:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html

Your feedback matters to us as it helps us improve our products. We are sorry for the inconvenience, and we hope that you'll consider Sony again in your future purchase.

Sincerely,

Romeo

Hi Joseph,

We are really sorry if our WF-1000XM5 didn't live up to your expectations. This is certainly not the news we'd like to hear from you. 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. To isolate the problem, please follow our suggested troubleshooting steps on this Help Guide link:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html

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:

We value you & your feedback, and thank you for your purchase.

Sincerely,

Romeo

Hi ThomasT,

We are very sorry to hear about the issues you're experiencing with the charging case for your WF-1000XM5 headphones and your difficult return experience with Best Buy. We understand how frustrating this must be, especially as a loyal customer.

Please know that we stand behind the quality of our products, and a malfunctioning charging case is not the experience we intend for our customers. We recommend you contact Sony's customer support directly at https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones. We can help you troubleshoot the issue or, if needed, explore warranty service options to get the issue resolved.

We appreciate the understanding. Thanks for considering Sony, have a nice day.
DiegoV

Hi DarionS, thanks for choosing and purchasing our product. We're glad you like it. We're sorry to hear that you have an issue charging your Sony unit. Please make sure the headset units are stored securely in the supplied charging case. If the headset units are floating in the charging case, the headset units may not be charged. Please isolate the issue by following these links:

https://www.sony.com/electronics/support/articles/00298367?utm_source=glean

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780016.html?search=charging

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