Customer Ratings & Reviews

HI Deviceaid , We regret that the noise canceling did not meet your expectation. This is definitely not the experience we'd like you to have. We'd love to help and turn your experience around. If the noise canceling is not sufficient, please try the following steps below:

Make sure the noise canceling function is turned on.
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.

Ref: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html and
https://www.sony.com/electronics/support/articles/00298372?utm_source=glean



If this does not help, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin

Hello DameanB,

Thank you for sharing your comments on the sound quality of the WF1000XM5. We sincerely value your feedback, as it plays a vital role in helping us improve our products. We regret that the audio experience did not fulfill your expectations. Please be assured that we will take your feedback into consideration as we continue to improve our products.

Thank you for choosing Sony.

Best regards,
-Fred

Hi Jaymac,

Fabulous! We are so happy to know your satisfaction with the exceptional features and amazing sound quality 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 so much for your awesome review and for choosing Sony!

- Romeo

Hi GavinT,

We feel privileged to know that the Sony WF1000XM5 are the best headphones you’ve ever owned. Thank you for your continued love and support of Sony products!

Regards,
Dominck

Hi ManuelC,

It is great to hear that you are so happy with your WF-1000XM5 headphones! We truly appreciate your high recommendation to others, and we are glad that the quality and performance have made such a positive impression on you.

Thank you for making Sony part of your daily listening.

Best regards,
Dominick

Hi JodyMarcin,
Thanks so much for the review! It brings us great joy to hear that your son is loving his new gift.

The WF-1000XM5 are designed with high resolution audio and top tier noise canceling to block out distractions.

Thank you for putting your trust in Sony!
Best regards and a Happy New Year to you,
Estefany

Hi Chaitanya, Thank you for your feedback on the WF-1000XM5 earbuds! We're thrilled to hear that you find them perfect in many aspects. We appreciate your suggestion regarding the design of the earbuds. Your input is valuable to us as we continuously strive to improve our products. If you have any further comments or need assistance, please feel free to reach out. Thank you for choosing Sony! -Sam

Hi KilluaPrime,

Fantastic! We are truly happy to hear your satisfaction with the amazing sound quality, industry-leading noise canceling feature, and superb performance 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 the perfect star review and for choosing Sony!

- Romeo

Hi Matt,

Fantastic! You've definitely made a great choice! We are truly delighted to hear your satisfaction with the amazing sound quality 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

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 Johnny, Fantastic! You've made an excellent choice! We're thrilled to hear you're pleased with the amazing sound quality, exceptional noise canceling feature, and reasonable price of your WF-1000XM5. Thank you very much for your purchase and for choosing Sony! - Romeo

Hi Sable2U, we're glad you like the sound quality and noise canceling feature of our product! Thanks for choosing Sony! ~Earl

Hi Vamsi, That's awesome! We're very pleased to hear you like the excellent noise cancellation of your new Sony WF1000XM5. The WF1000XM5 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

Hello JoseR,
Great! It's nice to hear that you are satisfied with your purchase and with the audio quality of our WF1000XM5 earbuds. You can now enjoy clear phone calls and awesome music. Thank you for choosing Sony! - Marco

Hi RamonO,

We feel privileged to know that Sony is always your top choice for earbuds! We are thrilled that the WF-1000XM5 continues that tradition for you. It’s wonderful that you can experience our industry-leading noise cancellation and the incredible detail provided by the Dynamic Driver X, which are both designed to deliver an unparalleled listening experience.

Thank you for choosing Sony!

Regards,
Dominick

Hi RamonO,
Thank you for being a loyal fan of our earbuds!
We are honored to hear that Sony is always your top choice. It’s great to know that we’ve earned your preference and that you’re happy with your latest pair.

We appreciate you choosing Sony!
Best regards,
Estefany

Hi Awall, Thanks for sharing your experience with the Sony XM5 Wireless earbuds. We're sad to hear that you are not fully impressed with the noise canceling feature. To help improve the noise canceling feature, kindly check the steps in the article below : https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html

Hope this helps. Thanks and regards, -Craig

Hi RedFalcon57, That's awesome! We are glad to hear that your new Sony WF1000XM5 wireless in-ear headphones are the best headphones you have ever used. Thank you for your purchase. Enjoy! Vincent

Thanks for commenting, GAT26.

We are happy to hear your satisfaction with the amazing sound quality and fast charging feature of your WF-1000XM5. We are sorry if you are experiencing an issue when using it for calls. The earbuds may not work as designed if they are not worn properly, or the size of the earbud tips doesn't match the size of your ear canals. In order to maximize the noise canceling function and sound quality for music and calls, please refer to the following link:
https://www.sony.com/electronics/support/articles/00262839

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 for choosing Sony!

Best regards,

Romeo
Sony Social Support

Hi MichaelF,

We are sorry to hear that the noise canceling on your WF-1000XM5 has been disappointing, especially since you’ve had such a positive experience with our over-ear headphones.

Because the WF-1000XM5 uses a different driver and processor than previous models, the noise-canceling performance is heavily dependent on a specific set of factors. Before deciding on a different pair, we recommend trying these steps to see if the performance improves:

1. Optimize the Seal: Earbuds require a perfect airtight seal to block noise. In the Sony | Sound Connect app, use the "Determines Optimal Earbud Tips" tool. This will test your current fit and tell you if you should switch to a different size tip for either ear.

2. Proper Insertion: The foam tips on this model should be slightly compressed with your fingers before insertion. Once in your ear, hold them for a few seconds to let the foam expand. This creates the vacuum seal necessary for the noise canceling to work effectively.

3. Disable Adaptive Sound: Check the app to ensure "Adaptive Sound Control" is turned off. If this is on, the earbuds might be automatically switching to Ambient Mode (letting noise in) because they detect you are walking or moving.

If the issue persists, please reach out to our support team here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thank you for considering Sony!

Best regards,
Dominick