Customer Ratings & Reviews

Hi GarrettS,

Thank you for taking the time to review your WF-1000XM5 earbud headphones. While we're glad that you like most of the features, we regret to hear you've been running into difficulty. Your feedback is extremely important to us and is very much appreciated. When charging the unit The indicator (orange) on the charging case lights up. After charging is complete, the indicator on the charging case turns off.

Regarding the notification with voice guidance, when the remaining battery becomes low, a warning beep sounds when you put the headset into your ears or while using the headset, and the voice guidance says, “Low battery”, so charge the headset as soon as possible. When the battery becomes completely empty, a warning beep sounds, the voice guidance says, “Battery is empty”, and the headset automatically turns off.

By using the Sony Headphones Connect app, you can change the language of the voice guidance, turn on/off the voice guidance, and set the voice guidance volume. For more details about the voice guidance, please visit this help guide link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781304.html

It's unfortunate that you consider returning the unit. We want to make sure you’re taken care of.
If you still have the unit and you need further assistance regarding your concern, you can email us at socialsupport@am.sony.com with the following details:

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

Regards,
Jess

Hi Halo, Thanks for sharing your experience with the Sony XM5 wireless earbuds. We're sad to hear that you are not happy with the sound quality. Depending on the caller’s voice characteristics or the ambient environmental noises, the audio signal processing that is mounted on the headset may not work well and the call sound quality may be reduced.

If your voice sounds too loud or the sounds in your surroundings are bothering you, turn off [Capture Voice During a Phone Call] on the “Sony | Headphones Connect” app.

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

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 RadRick,

We're truly sorry to hear about your experience. We understand that your WF1000XM5s are having issues with the sound cutting out and the fitting is unstable. Please try following the steps in the links below:

To reset them: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

To perform factory reset: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

Additionally, make sure they have the latest version installed: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

Lastly, to address the fitting issue, check this out: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html?search=tip

If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details:

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


One of our technical specialists will call you back within 2 business days.


Sincerely,

Eliab
Sony Social Support

Hi BrianB, We apologize for the inconvenience you've experienced. We understand that finding the perfect fit can vary from person to person. We recommend trying different ear tip sizes and experimenting with the positioning to achieve a snug fit. If you find the touch control too sensitive, the Sony | Headphones Connect app allows you to customize or disable certain touch features to prevent accidental activations. Should you need further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Regards,
Sam

Hi GabrielS, we're sorry to hear that you had returned your Sony unit. It is recommended to set the unit to “Priority on stable connection” using the Headphone Connect app when dealing with connectivity issues. It is also recommended to follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779959.html?search=skip

We have our Support team that is always happy to assist. You may email anytime us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

Hope you consider Sony again. ~Earl

Hi MatyM,

Thank you for sharing your feedback, and we're sorry to hear that the WF-1000XM5 earbuds didn’t meet your expectations. Fit can be a challenge with earbuds since everyone’s ears are different, and we understand how frustrating it is when they don’t stay secure. 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

Regarding the touch sensitivity, you can adjust or disable certain touch controls in the Sony | Sound Connect app, which may help reduce accidental changes.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781367.html?search=Change%20the%20function%20of%20the%20touch%20sensor

If there's something we can do to help or you may need more 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/Concern:
Telephone Number:

We appreciate you taking the time to share your feedback with us as it helps us to identify any areas where we may need to improve. We are hoping you will consider Sony again in your future purchase.

Best regards,

Romeo
Sony Social Support

Hello John,

We sincerely apologize for the inconvenience you've encountered with the left earbud of your WF-1000XM5 headphones not producing audio. We would like to assist you in resolving this issue. Here are some troubleshooting steps that may help:

Reset and Initialize the WF-1000XM5, please click on the following link for detailed instructions: https://www.sony.com/electronics/support/articles/00298373.

Ensure that your WF-1000XM5 unit is updated to the latest firmware version, 4.0.2. You can find the update at the following link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561.

If you require further assistance with any steps, we kindly ask you to contact our Sony Support team for tailored help. For technical support information: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones.

Thank you for choosing Sony.
Best regards,
-Fred

Hi TFleishman,

Thank you for sharing your experience. We're truly sorry to hear that the WF-1000XM5 earbuds didn't fit comfortably in your ears, and we understand how frustrating that can be. A secure fit is essential for both comfort and getting the best sound, so we completely understand why you couldn't fully experience their performance. The box comes with several different sizes of ear tips, and we recommend trying each one to see if a different size provides a more secure and comfortable fit. Additionally, a slight rotation of the earbud in your ear can sometimes make a big difference in finding that perfect seal. We hope these recommendations help you in case you decide to give them another try.

Thank you for considering Sony products!

Regards,
Dominick

Hello Cory,

Thank you for considering Sony products.

We couldn't be more pleased to learn from your feedback, and we sincerely apologize for the sound quality issues you’re experiencing with the WF-1000XM5 earbuds.

To improve your listening experience, we strongly recommend adjusting the sound settings using the Sony | Sound Connect app.

1. Enable DSEE Extreme to upscale compressed digital music files, which can improve overall sound quality. You can check steps for this here: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0002935922.html

2. Select the Sound Quality Mode in the app. More details can be found here: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0001548871.html

3. Use the Find My Equalizer feature to generate custom settings tailored to your ear: https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP1001274108.html

4. Please check if your WF-1000XM5 earbuds are running the latest firmware, version 5.0.2. This update often includes performance improvements and sound quality enhancements. You can find information and instructions on how to update here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

If you try these steps and the sound quality issue persists, we strongly recommend that you contact our support team. They are equipped to help you further and work to solve this matter for you. You can find their contact details at: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Best regards,
-Fred

Hi egnurlaup,
Thank you for your time writing this review. We're sorry to hear that the WF1000XM5 does not fit properly on your ears. Please try some solutions below:

If you already change the earbud tips to ones that fit more snugly in your ears. Check the earbud insertion angle. Adjust the fit of the headset units to your ears. Hold and rotate the headset unit with your thumb, index, and middle finger to adjust the headset to fit your ear.
After putting the headset unit into your ear, hold the side of the headset unit with your fingers and slowly push the earbud tip into your ear canal.
Wait for about 10 seconds for the earbud tip shape to stabilize.
For reference: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

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

Hello HelenE,
We regret to hear that you are having problem connecting your new WF1000XM5 to your phone. This is usually not the case with our XM5. Please allow us to help and turn this to a better experience. For connection issues, please see this link. It will help you resolve the connection problem.

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779975.html

If the issue persists, 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 & your feedback, and thank you for choosing Sony.

Sincerely,
Marco

Hi SebastianO,
Thank you for your time writing this review. We're sorry to hear that we were not able to meet your expectations with your WF1000XM5 earbuds. This is definitely not the experience we want you to have with our product. Allow us to help turn this to a better experience.

Check that you are wearing the headset properly in your ears. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible. If the earbuds aren't fit snugly in your ears, they may feel heavier and more likely to fall out. 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.
The “Sony | Headphones Connect” app will help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc.

With regard to the touch sensor sensitivity, you can adjust the function of the touch sensor through the Sony | headphone connect app. This may help to reduce accidental activation of the controls. For more details: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779848.html

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

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

Hi JamarS,

Thanks for reaching out to us. We regret to hear that you're hearing unwanted noise on your earbud headphones. This is not the experience we want you to have. We recommend to update the headphones' software to the latest version (via Sony Headphones Connect app). Doing so may resolve the issue.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/downloads

This issue may be caused by several reasons, including radio wave interference and nearby devices may interrupt Bluetooth communication and cause sound interruptions. You can isolate this issue by following the troubleshooting steps provided on the links below.

https://www.sony.com/electronics/support/articles/00298368
https://www.sony.com/electronics/support/articles/00232102

If you hear buzzing, popping, crackling, or vibration noises from your Bluetooth headphones that sound different than the more common static or distortion sounds caused by environmental interference issues, please note we have a customer hotline that is happy to assist you and help troubleshoot any concerns you have, and your headphones has a 1-year warranty from the date of purchase.

If the issue persists after following the steps above, please email us at socialsupport@am.sony.com with the following details so we can best assist you.

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

We value you, and thank you for choosing Sony.

Sincerely,
Jess

Hi DanielW, We're sorry to hear that you are having trouble with the fitting. 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:

We value you, and thanks for choosing Sony.

Sincerely,
-Craig

Hi Keegan, We're sorry to hear that your earbuds are not working. This is definitely not what we wanted you to experience. If you haven't yet, to properly reset your device, kindly follow the steps in the link below : https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html?search=reset

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 KyleM,

We regret to hear that you are having an issue with your Sony wireless noise canceling in-ear headphones. If the WF1000XM5 headphones are still with you, please make sure they are up-to-date: https://www.sony.com/electronics/support/wf-1000xm5/software/00296561. The updates improve the general performance of the unit and resolve any possible software-related issues. You can set the quality mode of the unit to "Priority on stable connection" for a more stable connection. If still the same, you can reset and initialize the headphones to further isolate the issue:

- https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html
- https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

We take all user input seriously and will make sure your comments reach the appropriate person. Should you need further assistance, you can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Vincent

Hello BinetaR,

Thank you for considering Sony products. We're truly sorry to learn that your WF1000XM5 earbuds is not functioning properly. We strive for the highest quality standards, and we are dedicated to resolving your concerns.

Your unit comes with a one-year warranty, and we would like to better understand the issue you're experiencing with your WF1000XM5 earbuds so that we can offer you appropriate troubleshooting steps. Please contact us via email at socialsupport@am.sony.com. We kindly request that you include the following details in your message:

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

Thank you for your patience, and we look forward to assisting you further.

Best regards,
-Fred

Hello JAMSTER,

Thank you for considering Sony products. We sincerely apologize for any inconvenience you’ve encountered with your WF1000XM5 earbuds. This is certainly not the level of quality we strive for, and we are committed to addressing your concerns.

To help us better understand your situation and explore how we can assist you, please reach out to us via email at socialsupport@am.sony.com. We would appreciate it if you could include the following information in your message:

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

Thank you for your patience, and we look forward to assisting you further.

Best regards,
-Fred