Customer Ratings & Reviews

Hi AngelLW,

Thank you for your 4-star review of the Sony WF-1000XM5 Truly Wireless Noise-Cancelling Earbuds! We're delighted to hear that you find the sound quality amazing and believe others "won't go wrong" with them.

We also appreciate you bringing up the distortion issue you've experienced, particularly with your S24 Ultra in crowded areas like New York City. This is valuable feedback. For this concern we can recommend checking the Sony | Sound Connect app, where there's an option to "Bluetooth Connection Quality." You can often choose between "Prioritize Sound Quality" (which uses higher-bitrate codecs like LDAC) and "Prioritize Stable Connection." Selecting the latter might reduce instances of distortion in busy areas by optimizing the connection for stability.

We hope the information comes in useful, thanks for choosing Sony!
DiegoV

Hi JockoMags, we're glad you are enjoying your new earbuds! Thanks for choosing Sony! ~Earl

Hi TheRunesmen,

Thanks for the fantastic review! We're thrilled to hear you're enjoying the WF-1000XM5 earbuds' superb sound quality!

We appreciate you sharing your experience with the eartips. Finding the perfect fit is key to comfort, and we're so glad that you were able to resolve the issue by switching them out—the earbuds come with a variety of sizes precisely so every user can find a secure and comfortable fit for their ears.

Thanks for choosing Sony!

Sincerely,
Jenn | Sony Social Media Team.

Hi Vermalix, Thank you for the awesome review! We're very pleased to hear you like the incredible noise cancellation, excellent sound and built quality, and long battery life of your 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. We appreciate the recommendation and thank you for choosing Sony! -Sam

Hi krony58, we're glad you like the fit and sound quality of our product. We appreciate your feedback regarding the build of the WF1000XM5. Thanks for choosing Sony. ~Earl

Perfect! You've definitely made a great choice, Ashley! We are extremely pleased to know about your satisfaction with the very comfortable fit design, exceptional sound quality, and amazing noise canceling feature of your WF-1000XM5. Thank you very much for sharing your awesome experience and for choosing Sony! - Romeo

Hi Alex,

You made the right choice with the Sony WF1000XM5! We're thrilled that you are enjoying the size and sound quality of the headphones. 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!

-Ralph

Hi TorresG,

Thanks for commenting. While we are thrilled to know about your satisfaction with the amazing sound quality of your WF-1000XM5, we are really sorry you're experiencing Bluetooth connection issues while your headphones are placed in the charging case. This is certainly not the news we'd like to hear from you. To avoid this problem, please ensure that your headphones are placed correctly into the charging case so they turn off automatically. Place the left headset unit (the one with the tactile dot) back into the left hole of the charging case, and place the right headset unit back into the right hole of the charging case. Each headset unit will be positioned correctly in the charging case due to the built-in magnet. You may also try cleaning the contact points on the charging case and earbud headphones to further troubleshoot the issue. For more details, please refer to the following links:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779810.html?search=when%20not%20use
https://www.sony.com/electronics/support/articles/00249895

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 lost687,

You made the right choice upgrading to the Sony WF-1000XM5! We're glad that you like the size, weight, fit, and 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 Sauced9x0, Thank you for sharing your experience with the WF-1000XM5 earbuds. We're thrilled to hear that you found the sound quality to be on point. Regarding water resistance, the WF-1000XM5 earbuds have an IPX4 rating, which means they are protected against water splashing from any direction. It's impressive that your earbuds survived a trip through the dryer, although we recommend avoiding such situations to prevent potential damage. The touch sensor issue on your right earbud might be a result of the exposure to water and heat. For future reference, if your earbuds get wet, use a soft dry cloth to wipe off any water, remove the earbud tips, and shake the earbuds gently to remove any water from the sound conduits and microphone parts. Let them dry at room temperature. For more details, please refer to this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781399.html

We also appreciate your feedback about the "Find My iPhone" feature. While the WF-1000XM5 does not currently support this, we value customer suggestions and continuously strive to improve our products. Thanks for choosing Sony! -Sam

Hi Solomon,

Perfect! We're glad that you are enjoying the sound quality of the headphones. It's also great that you were assisted professionally. Thank you for choosing Sony!

-Ralph

Hi jfh007, Thank you for the positive review! We're very pleased to hear you appreciate the excellent sound quality and a more compact design of your new Sony WF1000XM5. The WF-1000XM5 features cutting-edge technology to deliver premium sound quality and the best truly wireless noise-cancelling performance on the market1. With a specially designed driver unit, for wide frequency production, deep bass and clear vocals, these headphones are designed to immerse you in a sound so good, it feels like you’re in the studio with your favorite artists. Thanks for choosing Sony! -Sam

Hello CodyS,

Thank you for choosing Sony!

We're very glad to hear that you love the WF1000XM5 earbuds. It's fantastic to know that you're enjoying the exceptional sound quality and comfort they provide. Your experience motivates us to continue delivering high-quality products.

Best regards,
-Fred

Hi TracyW,

Thank you for taking the time to share your feedback on the WF-1000XM5 earbuds. We truly value your detailed review. We understand that you are experiencing connection issues between your phone and the earbuds. While this is not a widespread concern, it can arise due to various factors such as interference from other devices, software glitches, or even the distance between the two. Here are some suggestions that may enhance the stability of your connection:

1. Update Firmware: Ensure that your earbuds and phone have the latest firmware updates installed. Manufacturers often release updates to fix bugs and improve performance.
2. Reset Bluetooth Connection: Try resetting the Bluetooth connection on both your phone and the earbuds. This can sometimes resolve connectivity issues.
3. Reduce Interference: Keep other electronic devices that might cause interference away from your phone and earbuds.
4. Proximity: Ensure that your phone and earbuds are within a reasonable range and there are no physical obstructions between them.
Check for App Updates: If you are using a companion app for the earbuds, make sure it is updated to the latest version.
5. Check for App Updates: If you are using a companion app for the earbuds, make sure it is updated to the latest version.

If the steps provided do not resolve your issue, please reach out to us by following the instructions below so we can assist you more effectively.

Please provide the following information:

- Name:
- Best Buy Username:
- Sony TV Model Number:
- Question/Concern:
- Telephone Number:

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

We hope this information is helpful, and we appreciate your choice of Sony!

Best regards,

Romeo

Hi Skii,

Thank you for being a loyal member of the XM series family! We're thrilled to hear that you love the improved sound and smaller design of the WF-1000XM5 earbuds. We appreciate your feedback and understand that personal preference plays a big role in finding the perfect fit.

Thanks for choosing Sony.

Best regards,
Eliab

Hi Someone,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality, fit, and charging case of the headphones. Your feedback about the noise canceling function is greatly appreciated. For optimum performance, make sure to install the latest software version of the headphones (via the Sony Headphones Connect app).

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. If any of this is the case, try the following.

-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.
-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.

Aside from having the right fit, the other steps on this link may help you have a better experience with the noise canceling function:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.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 ClassyC,

Thank you for the purchase! We're glad to hear that you like the comfortable design and clear call quality of the headphones. Thank you for choosing Sony and enjoy your headphones!

-David

Hi DanielL. We're excited to hear you enjoy your Sony buds about their performance and functionality!. We want to thank you for bringing this to our attention. Here are a few tips that can resolve the disconnection issue. Ensure that the firmware is up-to-date via the Sony Headphones Connect app, performing a factory reset on the earbuds, and adjusting the Bluetooth Connection Quality setting to prioritize a stable connection. Refer to the next link for better reference: https://helpguide.sony.net/mdr/2963/v1/en/index.html .Hope this helps!. Thanks for choosing Sony. -Milton

Hello Atherl, thanks for these amazing five stars!

We're thrilled to hear you're enjoying the exceptional sound quality and excellent battery life of your WF-1000XM5 earbuds.

Thanks for choosing Sony!

Sincerely,
Jenn.