Customer Ratings & Reviews

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 BillM, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the 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%20

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 Disneyguy, We apologize for the issues you have experienced with the WF1000XM5. If the connection is unstable, such as when producing only intermittent or crackling sound, select “Priority on stable connection” using the “Sony | Headphones Connect” app. For more details, please refer to this link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781983.html

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

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

Sincerely,
Sam

Hi ERICK, Thank you for the feedback on your experience with your WF1000XM5. While we're glad you like the comfortable fit, we regret to hear that the noise canceling did not live up t your expectations. If The noise canceling effects are not sufficient, please follow the troubleshooting steps on this link to ensure optimal noise canceling experience. https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780044.html

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 TracyT, thanks for choosing and purchasing our product. We're glad you like the sound quality of it WF1000XM5. We're sorry to hear that you have an issue with the fit of your Sony unit. Please 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 details:

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

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 NathanL, Thanks for sharing your feedback. We apologize if your ears hurt when using the earbuds. The WF1000XM5 comes with 4 earbud tips (SS/S/M/L).The M-sized earbud tips come attached to the left and right headset units at the time of purchase.

If you feel the size of the earbud tips does not fit of large enough to hurt your ears, you can change the earbud tips. 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. Hope this helps. Regards, -Craig

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

Hello BenT, Thank you for the feedback on your experience with your WF1000XM5. We're so glad that you were able to get some new ear tips for your WF1000XM5 to getter a better and more comfortable fit. 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.

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

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 DavidM, thank you for your feedback and for giving the WF-1000XM5 earbuds a try, even when you have a preference for the Jabra Elite 10. We understand that finding the right earbuds is a very personal choice, and we appreciate your honest comparison.

The WF-1000XM5 are designed to deliver high-quality sound, industry-leading noise cancellation, and enhanced comfort, following in the footsteps of the popular XM4s. According to Sony product literature and user discussions, key strengths of the WF-1000XM5 include improvements in noise cancellation performance, sound quality, and touch control customization over previous models. Many users have recognized the commitment to continuous improvement, comfort, and user experience with each new generation of Sony earbuds.

Regarding product continuity, Sony aims to provide ongoing support and updates for our devices. While some brands may frequently cycle through product lines, Sony works to build lasting value, including robust after-sales service and a global support network, so that customers can rely on their devices for years to come.

We recognize and respect that preferences for sound tuning, controls, or fit may vary by user and brand. If you have specific feedback or features you would like to see improved, please let us know. Your input is valuable in helping us develop products that better meet the needs of all users.

Thanks again for considering Sony headphones.

Best regards,
Gus
Sony Social Media Team

Hi Azzalen, We’re sorry to hear you did not have a great experience with our Sony WF1000XM5 and it had to be returned. This is definitely not the news that we would like to hear. At Sony, customer satisfaction is our priority. We take all feedback seriously and use it to continuously improve our products. Sound quality can be greatly improved by following the troubleshooting steps provided on this link:
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

And if the noise canceling effects are not sufficient, we recommend following the steps on this link:

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



For future reference, we can offer assistance on how to set up or operate the features and functions, and troubleshoot the issue of your Sony product by visiting our Sony Support website to download the help guide and look for additional information about your product. Also, you can reach out to one of our agents through this link: https://us.esupport.sony.com/support/s/service?language=en_US. who would be glad to help. I hope you consider our Sony products in the future. Thank you for sharing your feedback.

Regards,
Sam

Hi JacobB,

Thanks for sharing your thoughts on the WF1000XM5. We're certainly sorry to hear that your experience with them wasn't what you'd hoped for, and we truly appreciate you taking the time to provide such valuable feedback. Rest assured, your comments are being shared directly with our dedicated Sony team as we're always looking for ways to refine and enhance our products.

Thank you for considering Sony products, we hope you have a nice day.
-DiegoV

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 CriticalEye,

You made the right choice with the WF1000XM5! We're glad that you like the noise canceling function, sound quality, touch controls, battery life, adaptive sound control, and dedicated app (Sony Headphones Connect) 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 Viktor, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the comfort and fit of your Sony unit. Please 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 follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html?search=replacing

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 AlexandreaugustoD,

We regret to know that you're not having the best experience with your WF-1000XM5 and you are having issues, particularly with the fit of the unit.

For fit concern, the WF-1000XM5 features an improved glossy texture and a more luxurious feel, these earbuds fit comfortably in your ears while keeping out external sounds. Our WF-1000XM5 earbuds feature a shape that perfectly matches the human ear with an ergonomic design for a more stable fit.

To ensure optimal performance, as well as to obtain the best fit and prevent the headset from falling out, change the earbud tips to ones that fit more snugly in your ears. If you feel earbud tips are difficult to put into your ears, change the size of earbud tips or squeeze earbud tips lightly before wearing the headset. When wearing them, gently pull up on the top of your ears, put the earbud tips in your ear canal, and then twist the earbuds into place. This makes sure the earbuds are firmly in the ear canal.

Please make sure to follow the guide from this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00262839

If there is something that we can help you with, please email us at socialsupport@am.sony.com with the following details:

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

Regards,
Jess

Hi comcast,

Thanks for commenting. Aside from the smaller & lightweight design, here are some key features when upgrading to the XM5s:

-Volume control is now default
-3 min quick charging = 60 min listening
-New AI noise reduction for calls

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 very much for recommending our WF-1000XM5 and for choosing Sony!

Best regards,

Romeo

Hi Mike, We are really sorry if the earbuds didn't fit you well. 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

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 RaymondP,

We are really sorry if our WF-1000XM5 didn't live up to your expectations. This is certainly not the experience we were hoping you would have. We'd love to turn your opinion around. May we contact you to help and get more information? If so, please send us an email at socialsupport@am.sony.com. Apologies if you disclosed some of this information in your review and to customer service, we just want to ensure that we have your accurate details at the time of communication.

Full Name:
BestBuy Username:
Telephone Number:
Issue:
Model Number:

We're looking forward to your message, and thanks for choosing Sony.

Sincerely,

Romeo
Sony Social Support