Customer Ratings & Reviews

Hi ErikH, We’re thrilled to hear you’re loving the high-quality sound and enjoying them so much that they’ve become a daily favorite. It’s fantastic to know you’d recommend them to your friends. That’s the best compliment we could ask for! Thank you for choosing Sony! -Jess

Thank you for your detailed feedback on the WF-1000XM5, Truckwithxm5. We truly appreciate hearing what works for you, and where your experience could be improved. Please find responses to each of your points below:

1. Connection Instability
We’re sorry to hear you’ve experienced frequent connection drops. True wireless earbuds can be sensitive to environmental factors (such as crowded wireless environments or physical obstacles) that affect Bluetooth stability. To help improve performance:

Ensure your earbuds and connected device have the latest firmware installed. Updates often include stability improvements.
Try resetting or re-pairing the earbuds for a fresh connection.
Keep both earbuds and device within line of sight when possible, and avoid areas with excessive wireless interference.
If these steps do not resolve the issue, please consider reaching out to support for further assistance specific to your usage scenario.

2. Battery Discharge Differential
A noticeable difference in battery consumption between the left and right earbuds can occur, as one bud often acts as the primary unit for connections and calls. However, if the imbalance is significant (e.g., one side drains much faster or cannot fully charge), it could indicate a service issue. We recommend:

Fully charging the earbuds and case.
Checking for debris in the charging contacts.
If the issue persists, contacting customer service. If battery performance is affected as described, service may be necessary, and support can provide a repair or replacement based on warranty status.

3. Noise Canceling Performance
Your feedback about the noise canceling not meeting expectations is important to us. The performance of noise canceling depends greatly on fit and seal; the foam ear tips provided come in different sizes, and finding the best size for your ears can make a substantial difference. Some users have noticed significant improvements by using the app’s “Earbud Fit Test” or by slightly adjusting how they insert the earbuds.

External factors—like the type of noise and earbud positioning—can affect results. If you continue to find the feature underwhelming after troubleshooting, we'd like to investigate further.

4. Comfort and Fit
We’re glad to hear your earbuds never fall out and are lightweight. Comfort and security are essential, and your positive remarks in this area are appreciated.

If there’s any way we can help you get the most out of your WF-1000XM5s, please contact our support team. Your feedback helps us improve both our products and support for our customers.

Thank you for giving Sony a try.

Best regards,
Gus
Sony Social Media Team

Hi HenryS,

Thank you for your fantastic review of the WF-1000XM5 earbuds! We're thrilled to hear that you enjoy the kicking bass and great tones they provide. We're sorry to hear that you've misplaced them, and we hope they find their way back to you. If there's anything we can do to assist you or if you need information about our product, please don't hesitate to reach out. We are always here to help! You may send us an email at socialsupport@am.sony.com with the following:

Name:
Username:
Model Number:
Issue/Concern:
Telephone Number:

Thank you for choosing Sony.

Best regards,

Romeo

Hi TanyaC,
Thanks for being so honest about your experience with the WF-1000XM5 earbuds.
It's fantastic to hear you're loving the sound quality for music. But we totally get how frustrating it is when the call quality doesn't keep up in those noisy spots.

Here are a few tips and settings you can check that might improve your call quality in those loud environments:

1) Try to make sure the earbuds have a snug fit using the right-sized eartips.
You can check this by opening the Sony | Sound Connect App, going to the System tab, and running the "Optimal Earbud Tips" test. Make sure the app confirms a good air-tight seal in both ears, and if it doesn't, you should try a different size foam tip from the package.

If you'd like a little more detail; with some videos to walk you through it, just click the link here:
https://www.sony.com/electronics/support/articles/00262839

2) Turning off the "Capture Voice During a Phone Call" setting in the Sound Connect App (found under the System tab) can help improve call clarity in loud environments.

3) Make sure your earbuds and the Sound Connect App are running the latest firmware versions.

Give those a shot!

We appreciate your review of our Sony product and apologize for your experience.
Sincerely,
Estefany

Hi NealH, That's great! We're delighted to hear you like the compact design and outstanding sound quality of your Sony WF1000XM5. Thanks for choosing Sony! -Sam

Hi Ravi,

Thanks for commenting! We are happy to know that you're satisfied with the amazing sound quality of your WF-1000XM5. We are sorry if they didn't fit you well and that you had to purchase other earbud tips. We greatly appreciate your feedback with the design of these headphones. 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

Thank you very much for your purchase and for choosing Sony!

Best regards,

Romeo

Hi MaryB,

Thanks for sharing your 5-star review and experience with the WF1000XM5. We're glad that you like the sound, dedicated app (Sony Headphones Connect), and call quality 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).

The steps on this link may also help you have a better experience with the noise canceling function:

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

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.

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

Thank you for choosing Sony!

-Ralph

Hi JeffW, thanks for the 5-star rating! We're thrilled to hear you're loving the listening experience with your Sony - WF1000XM5. The astonishing sound quality with High-Resolution Audio, comfortable fit and long-battery life make these earbuds a perfect choice for long-listening sessions! Thank you for choosing Sony and enjoy the music! Regards, -Dominick

Hi amsPhD, Great! We're delighted to hear that you're enjoying using your WF1000XM5. We appreciate your feedback and thank you for choosing Sony. Erin

Fabulous! Thanks for commenting, Huxley! We are happy that you're satisfied with the amazing performance of your WH-1000XM5. Thank you very much for the perfect star review and for commending Sony! - Romeo

Hi Preplaycj, thank you for taking the time to share your experience! It's wonderful to know that you're enjoying the Industry-leading noise Cancellation and the Extraordinary sound quality of the Sony - WF-1000XM5! To ensure a more secure and comfortable fit, feel free to try the different ear tips included in the box. For help with connecting smoothly to your mobile devices, you can check out the instructions in the link below:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781425.html?search=connect%20
Thank you for choosing Sony and enjoy the music! Regards, -Dominick

Hi AlfonsoG, Thank you for your positive review of the WF1000XM5! We're thrilled to hear that you consider them the best noise-cancelling buds on the market and that they have become an essential part of your daily routine. Your recommendation means a lot to us, and we're glad to know that our product has met your expectations. Thanks for choosing Sony! -Sam

Hello CarlosR,

Thank you for choosing Sony!

We couldn't be happier to hear that you enjoy the WF-1000XM5 earbuds and appreciate both their sound quality and comfort. Your kind words inspire us to continue delivering exceptional products that enhance your everyday experiences.

Best regards,
-Fred

Hi JaedonE, perfect! We're extremely pleased to know that you love our products and that you're satisfied with the amazing performance of your WF-1000XM5. Thank you very much for your purchase and for trusting Sony! - Romeo

Hi Speakerhead,

Amazing! You've made a great choice! We are very happy to hear that it perfectly suits your needs and expectations. 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 so much for sharing your awesome experience and for choosing Sony!

- Romeo

Thank you for your valuable feedback, Adrian.

We're so glad to hear that you find the WF-1000XM5 earbuds "pretty good" and more refined than the previous model. We designed them with several enhancements, including a more compact size and improved audio processing, to provide a premium listening experience.

We understand your perspective on the upgrade from the WF-1000XM4. We appreciate your honest insight, as feedback like this helps us understand what is most important to our customers.

Thank you again for your review and for being a Sony customer.

Best regards, Gus, Sony Social Media Team

Hi ConnorK,

Thank you for the 5-star rating and we're happy to hear that you like the sound quality and noise canceling of the headphones. We appreciate the recommendation and thank you for choosing Sony!

-David

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