Customer Ratings & Reviews

Hi Spencer, thanks for choosing and purchasing our product. We understand your feedback regarding the ambient mode and noise canceling feature of your Sony unit. If the noise canceling effects are not sufficient, please follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html?search=noise%20canceling

We're sorry to hear that you have an issue with the fit of the WF1000XM5. 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 check this link for more information:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html?search=wearing

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 JordyM,

Awesome! We're glad to hear that you like the sound quality of the headphones. Thank you for choosing Sony!

-David

Hi ihasbestbuy,

We are sorry to hear you're occasionally experiencing grainy audio with your WF-1000XM5 earbuds, as this is definitely not the intended experience. We appreciate you troubleshooting it by rebooting.

This symptom is sometimes related to an interference issue. Please try the following steps, which often resolve intermittent audio quality drops:

Disable DSEE Extreme: If you are using the Sony | Headphones Connect app, try turning off the DSEE Extreme feature to see if it stabilizes the connection and audio processing.

Prioritize "Stable Connection": In the Sony | Headphones Connect app, go to the Sound tab and set the Bluetooth Connection Quality to "Priority on Stable Connection" instead of "Priority on Sound Quality." This often prevents drops or static, especially in high-interference environments.

If the issue persists, please check for and install any available firmware updates via the app.

Thank you for your feedback.
Best regards,
Eliab

Hi ManuelT,

You made the right choice upgrading to the WF-1000XM5! We're thrilled that you are enjoying the sound quality and comfort 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 Gman,

We're glad that you like the charging case, size, fit, and dedicated app (Sony Headphones Connect) of the headphones. It's unfortunate that you were not complete satisfied with its performance. Your feedback is extremely important to us and is very much appreciated. Thanks for sharing your review and we hope you will consider Sony for your future purchases.

-Ralph

Hi Rtera64,

While we are glad to hear about your satisfaction with the outstanding sound quality of your WF-1000XM5, we are really sorry if you are having connectivity issues. This is certainly not the experience we want for you. To resolve this problem, let's attempt to isolate and address it by following the troubleshooting steps on this article:
https://www.sony.com/electronics/support/articles/00298364
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779975.html

And as a general recommendation, to get the most out of your WF-1000XM5, we recommend updating its firmware to the latest version. The software includes key features, applications, bug fixes, and feature improvements. For more information, please visit the link below:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/downloads

Should you need more information/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:

I hope this helps!

Best regards,

Romeo
Sony Social Support

Hi KenA,

We appreciate you taking the time to share your feedback; we're happy to hear you find the WF-1000XM5 earbuds comfortable and that the noise cancellation is performing so well for your daily 8-9 hour use! Regarding the battery life, please note that features like ANC, DSEE Extreme, and high-quality codecs like LDAC can reduce the operating time, which is rated up to 8 hours with ANC on. To address the intermittent connection, please try navigating to the Sony | Headphones Connect app and changing the Bluetooth Connection Quality setting to Prioritize Stable Connection under the Sound tab, which often resolves minor dropouts. If the connection issue persists, a simple headset reset may be necessary: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html.


Thanks for choosing Sony.

Best regards, Eliab

Hi Manny,
Thanks for sharing your experience! We're thrilled to hear that the Sony XM5 earbuds have impressed you with their durability, secure fit, and excellent sound quality. It's fantastic to know they perform perfectly, even during sweaty sessions. Thank you for choosing Sony! -Maria

Hi Alex, we're glad you are enjoying our product. We appreciate your feedback regarding the battery life of your Sony unit. If the available operating time is short, the battery power does not last long, the battery life of the left and right headset units is different, please follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.html?search=operating

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:

Thanks for choosing Sony. ~Earl

Hi, RobertJ,

Thanks for the review and the 5-stars rating! We are glad you are loving the great sound quality. Keep enjoying richer, more detailed vocals thanks to a specially designed driver unit Dynamic Driver X for wide frequency reproduction, you will experience richer vocals and enhanced fine details.

Thank you for choosing Sony, have a fantastic day!
-DiegoV

Hi Thad,

Thanks for commenting! We are extremely pleased to hear your satisfaction with the amazing sound quality and very comfortable fit design of these headphones. We greatly appreciate your feedback with the setup and when wearing them with hat. 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 NebiyuA, thank you so much for the 5-star review! We're thrilled to hear the Sony - WF1000XM5 are the best earbuds you've had. It's great to know the battery life stands out for you. With up to 8 hours of playback (and up to 24 hours with the case), plus quick charging, these earbuds are built to keep up with your day. The industry-leading noise cancellation, crystal-clear sound and comfortable design offers you a premium listening experience in every way. Thank you for your support and for choosing Sony! Best regards, -Dominick

Hi AlexA,

Thank you for the 5-star rating and we're happy to hear that you like the quality of the headphones for your everyday use! We appreciate the positive feedback and thank you for choosing Sony!

-David

Hi QuentinT, Awesome! We're so pleased to hear that the Sony WF1000XM5 delivers an excellent phone call clarity. To ensure optimal listening experience, please set these earbuds 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

Hope this helps and thanks for choosing Sony! -Sam

Hi Alex,

Fantastic! You've made a great choice! We are truly delighted to hear your satisfaction with the amazing sound quality and industry-leading noise canceling feature of these headphones. 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 recommending our WF-1000XM5 and for choosing Sony!

- Romeo

Hi Steven,
Thank you so much for sharing your wonderful experience with us!
We're so glad to hear you're loving your WF1000XM5 earbuds and got a great deal! Thank you for choosing Sony! Enjoy your immersive audio experience! -Maria

Hi Qorw, thanks so much for your 5-star review! We're thrilled to hear the Sony - WF1000XM5 earbuds made a great companion on your trip to Japan. With their excellent sound quality and industry-leading noise cancelling, they're perfect for enjoying your music or finding some space and quiet on the go! Thank you for choosing Sony, regards. -Dominick

Hi JuancR, Awesome! We're thrilled to hear you like the amazing sound and clarity of your new Sony WF1000XM5. We recommend trying different ear tip sizes and experiment with the positioning to achieve a snug fit. 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! -Sam

Hi Rizzay,

Thanks for sharing your 5-star review and experience with the WF1000XM5. We're glad that you like the sound quality and multipoint function of the headphones. Your feedback about the Sony app is greatly appreciated. The app allows you to fully utilize the capabilities of the headphones. You may find this link helpful:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html

Thank you for choosing Sony!

-Ralph