Customer Ratings & Reviews

Hi LeeC, thank you for taking the time to share your thoughts with us. We're sorry to hear you're having trouble with your WF-1000XM5 earbuds staying in your ears. We understand how frustrating it can be when earbuds don't fit securely, especially when you're enjoying the sound quality.

The WF-1000XM5s come with several sizes of earbud tips. We recommend trying the different sizes included in the box to see if a different tip provides a more stable and comfortable fit for you.
For more information regarding this topic, please visit the following link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html

Thank you for being a valued Sony customer and for letting us know about this issue.
Best regards,
Estefany

Hi Dean,

We appreciate the positive feedback.Thank you for your purchase and we are honored to have customers like you. We're glad to hear that you like the luxury experience of the Sony headphones. 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. Thank you for choosing Sony and we hope you enjoy your headphones from here on out. Have a great day!

-David

Hi MMMM,

We are really sorry if our WF-1000XM5 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 Austinjsr, we're sorry to hear about what happened on your previous Sony unit and that you had an issue with your new one. If the noise canceling effects are not sufficient, it is recommended to isolate the issue by following this link:

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

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

We hope you consider Sony again. ~Earl

Hi JonathanH,

You made the right choice with the Sony WF-1000XM5! 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

Thank you for your feedback, TomS!

We are sorry to hear that the WF-1000XM5 earbuds did not meet your sound quality expectations and that you feel they were surpassed by competing brands.

We are continuously working to improve and refine the audio performance of our products, and we appreciate you sharing your comparison, as this feedback is valuable to our engineering teams.

Thanks for considering Sony products.

Best regards, Gus, Sony Social Media Team

Hi Ashish,

We're glad that you like the sound quality of the WF1000XM5. It's unfortunate that you are having issues with the left earbud. We would like to know more about what happened and help you out. Please email the below information to socialsupport@am.sony.com.

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

Sincerely,
-Ralph

Hi 2060,

You made the right choice! We're glad that you are enjoying the functionality and dedicated app (Sony Headphones Connect) 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

Hello GhostX007,

Thank you for considering Sony products.

We appreciate your feedback regarding the WF-1000XM5 and are delighted to know you enjoyed them overall. Regardless, we sincerely apologize for any inconvenience you experienced while using the noise cancellation feature during calls.

To assist us in gathering more information regarding this matter and to work together towards a solution, please reach out to us via email at socialsupport@am.sony.com. We kindly ask 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

Thank you for your feedback, DavidW. We are truly sorry to hear that the WF-1000XM5 didn't provide the secure fit or the sound quality you were expecting, and we're especially sorry to hear that you lost them.

Achieving a proper seal with the included foam tips is essential for both the bass response and keeping the earbuds securely in place. If the tips aren't compressed before insertion or aren't the right size for your ear canal, the bass can sound thin and the earbuds may slip out. We appreciate you sharing your experience, as it helps us improve our future designs. Thank you for choosing Sony.

Best regards, Gus, Sony Social Media Team

Hi Cheyenne,

You made the right choice! 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 Eyeviewnyc, thanks for commenting. We're sorry if the price and sound quality of our WF1000XM5 didn't live to your expectations. This is certainly not the feedback we hoped to receive. For low sound quality, some of these issues can be fixed by following the steps provided on this Help Guide link:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956

Also, when you want to prioritize the sound quality, we recommend selecting the “Priority on sound quality” mode from the “Sony | Headphones Connect” app.

Additionally, the following information on this article is important in order to maximize the noise canceling function and sound quality for music and calls.
https://www.sony.com/electronics/support/articles/00262839

I hope this helps.

Should you need more information/technical assistance, please feel free to email 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 KarenX,

We regret to hear that you were not satisfied with the WF1000XM5. Sony's commitment to customer satisfaction is our top priority. Rest assured that your feedback will help us improve our products and services.

For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound Connect app). It is also recommended to wear both earbuds properly. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible. 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. 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 Sound Connect” app will help you to determine which earbud tips suit you best to achieve the optimal noise canceling effect, sound quality, etc.

Additionally, you can use the Equalizer/CLEAR BASS setting of the Sony app to fine-tune the sound quality to your needs.

Thanks again for sharing your review and we hope you will consider Sony for your future purchases.

-Ralph

Hi sksk,

While we're thrilled that you're satisfied with the amazing sound quality of your WF-1000XM5, we're really sorry if it 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. We greatly appreciate your feedback about the design of these headphones. And for optimum fit, comfort, and to keep the headphones from falling out, we always recommend performing the steps on this article:
https://www.sony.com/electronics/support/articles/00262839

We value you and your feedback, and we are hoping that you will consider Sony again in your future purchase.

Sincerely,

Romeo

Hi Wayne,

Thanks for reaching out to us with your concerns. we regret to hear you're not having the best experience with this earbud headphones and you've been running into some issues. 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. For more details about Connecting the headphones to 2 devices simultaneously (multipoint connection), please visit the links below.

https://www.sony.com/electronics/support/articles/00249936
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1001106282.html

• Multipoint connection works with only two devices at a time.
- A third device can be connected through Bluetooth, however, the Bluetooth connection with the last device that played music will stay connected and the second device will be disconnected in order for the third device to establish the Bluetooth connection with the headphones.
• Download the Sony Headphones Connect app on one of the devices and make sure it has the latest update.
• If you want to play music from the other device, stop playback on the device that is playing the music, and start playback by operating the other device.
Even if you start playback by operating the second device while playing music on the first device, the music from the first device will continue to be heard via the headset. In this state, if you stop playback on the first device, you can listen to music from the second device via the headset.
• To ensure you get the best Bluetooth connection, please set the headphones Bluetooth Connection Mode to “Priority on stable connection”.
• We also recommended updating the firmware of the headphones (via the Sony Headphones Connect app) for optimum performance.

It's unfortunate that you are considering returning the unit. We want to make sure you’re taken care of.
If you still have the unit, may we may we contact you to help? If so please email the below information to socialsupport@am.sony.com.

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

Sincerely,
Jess

Hi AryabrataV, we're truly sorry to hear that the WF-1000XM5 earbuds didn't provide the comfort you expected, especially compared to your LinkBuds S. We understand that comfort is incredibly important, particularly for extended listening.

Since you found the WF-1000XM5 to be too large, we'd like to recommend exploring our other earbud options that prioritize a more compact and ergonomic design. If you prefer an in-ear style but with a smaller footprint than the WF-1000XM5, the WF-C700N are a great option known for their lightweight and snug fit.
We appreciate your feedback and it helps us improve our products.

Thank you for being a valued Sony customer and for your feedback.
Sincerely,
Estefany

Hi Spencer, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the sound in your new Sony unit. Please initialize the unit to isolate the issue by following this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html?search=initialize

If the issue persists, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

~Earl

Hi Moose98,

We're truly sorry to hear you are having issues with the WF1000XM5 earbuds, that's definitely not the experience we want you to have. We'd love to help.

To address both conditions, firstly, reset the earbuds by following the instructions in the link below: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

If the issue persists, perform a factory reset by following the instructions in the link below:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

We hope you find the information helpful! Thanks for choosing Sony.
-Aldair

Hi MikeB, Thanks for the feedback. We apologize if you're having trouble with the fittings. 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 Hope this helps. Thanks and regards, -Craig

Hi JTYYZ, we're sorry to hear that you have an issue with your Sony unit. Please initialize your earbuds by following this link:

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

You can also find this link helpful:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779959.html

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