Customer Ratings & Reviews

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

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.

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

Hi VincentS,

It is wonderful to hear that your new WF-1000XM5 earbuds are providing a comfortable fit and seamless connectivity across your devices. We are also glad you're finding the Sony | Sound Connect app useful for tailoring your audio and that the noise canceling is meeting your needs.

Thanks for choosing Sony.

Best regards,
Eliab

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

Thank you so much for sharing your feedback, DavidS! It is most rewarding to hear that you're enjoying your WF-1000XM5 earbuds and that they fit well and sound great. At Sony, we strive to deliver high-quality audio products that provide both comfort and exceptional sound performance, so it's wonderful to know we've met your expectations.

If you ever have questions or need tips on how to maintain your earbuds for the best experience, feel free to reach out. Your satisfaction is our top priority, and we appreciate you choosing Sony. Enjoy your listening!

Best regards,
Gus
Sony Social Media Team

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 JackD, Awesome! We are so glad to hear that you are happy with your new WF-1000XM5 earbuds! Thank you so much for choosing Sony! -Carl

Hi Shaun,

We're so happy to hear how much you're loving the XM5 earbuds! Don't forget to download the Sony Sound Connect App to elevate your experience even further.

For a better fit, you can replace the ear tips. Check this out for more details: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781968.html?search=tip

Thanks for choosing Sony.
-Eliab

Hi SamSharp,

We are thrilled to hear you're enjoying the sound quality and noise cancellation of your WF-1000XM5. It's great that you found the perfect fit by switching to silicone tips!

Thanks for choosing Sony.

Best regards,
Eliab

Hi Poorboy,

Thank you for your valuable 5-star review of the WF-1000XM5. We are so glad to hear that you are impressed with the outstanding battery and sound quality, and that the headphones are serving you well in your shop.

It’s great that you've discovered and appreciate the Speak-to-Chat feature. We designed it for exactly this reason—so you can have a quick conversation with colleagues or friends without having to stop what you’re doing and manually pause your music.

Thanks for choosing Sony, have a nice day!
DiegoV

Hi joruhe. Excellent choice! We are so glad to hear that you are happy with your new WF-1000XM5! Thank you for choosing Sony! -Carl

Hi Mase, we're glad you like our product! 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. Thanks for choosing Sony. ~Earl

Hello Buzzy,

Thank you for considering Sony products.

We are pleased to hear that you find the sound quality of the WF-1000XM5 earbuds exceptional. However, we sincerely apologize for the difficulties you are encountering with the multipoint connectivity feature and the challenges in seamlessly transitioning between your laptop and cell phone.

To address these issues, please follow the steps below:

Update Firmware to Version 6.1.0: Ensure your earbuds are running the latest firmware to improve performance. Detailed instructions are available here:

Reset the Earbuds: Performing a reset can often resolve connectivity issues. Please refer to the following guide for instructions: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

Initialize the Earbuds: Restoring factory settings can help eliminate persistent problems. Follow the steps outlined here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

Adjust Bluetooth Settings: On Your Connected Devices: If possible, set the Bluetooth codec to AAC to reduce audio processing load.

On the Earbuds: Use the Sony | Sound Connect app to set the connection priority to "Prioritize Stable Connection."

Check for Interference: Ensure that other wireless devices, such as Wi-Fi routers or other Bluetooth devices, are not causing interference.

If the issues persist after these steps, we encourage you to contact our dedicated support team for further assistance and advanced troubleshooting. You can find all contact options and resources here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We appreciate your patience and hope to help resolve this promptly.

Best regards,
-Fred

Hi Wayback718,

You made the right choice upgrading to the Sony WF1000XM5! We're glad that you like the size, 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 Governor,
Thanks for reaching out and sharing your feedback with us. We're glad to hear you're enjoying the sound quality of your WF-1000XM5 earbuds, but we're very sorry to hear that they're causing discomfort and that the noise cancellation is not fulfilling your expectations, especially during phone calls.

For the discomfort you're experiencing, we highly recommend trying the other sizes of earbud tips included in the box. A proper fit is key to both comfort and getting the best performance from the noise cancellation feature.

If you're still having issues, please don't hesitate to reach out to our support team directly. They can provide more personalized troubleshooting and assistance to get things sorted out for you. You can locate their contact information here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for considering Sony and for your feedback.
Sincerely,
Estefany

Hello nordy,

Thank you for choosing Sony!

We're thrilled to hear you're loving your WF-1000XM5 headphones, especially at such a great value. It's fantastic to know that the Noise Canceling has made such a difference for you and elevated your sound experience. Thank you for your suggestion regarding the ear tips to further enhance sound quality!

Best regards,
-Fred

Hi Rrddgg!
Thank you so much for your feedback! It is most rewarding to hear that you consider the WF-1000XM5 your gold standard for audio.

Thank you for putting your trust in Sony!
Warm regards,
Estefany

Hi DavidD, Awesome! We're very happy to hear you like the excellent noise canceling feature and comfortable fit of your Sony WF1000XM5. Thanks for choosing Sony! -Sam