Customer Ratings & Reviews

That's great to hear, RobinD! We're happy that you like your new headphones. Enjoy and thanks for choosing Sony. -Craig

Hi Marek, Thank you for the feedback! 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! -Craig

Hi CharlieC, it is nice to know that you love your new earbuds. Thanks for choosing Sony! ~Earl

We're glad that you are enjoying your new Sony earphones, WhyWhen! We're glad you're happy with your purchase. Make sure to keep your device's firmware up to date to enjoy all its features. Thanks for choosing Sony! -Craig

Hi FrankA,

We are so sorry to hear that you're not getting the sound quality you were hoping for with your WF-1000XM5 earbuds. To get the best sound, the fit is crucial. In the Sony | Headphones Connect app, try the "Determines Optimal Earbud Tips" test to find the best size for your ears. You can also use the equalizer in the app to customize the sound to your liking.

Thanks for choosing Sony.

Best regards,
Eliab

Hi RandyV,

We regret to hear that you are not satisfied with the headphones. Sony's commitment to customer satisfaction is our top priority. For optimum performance, make sure that the software version of the headphones is up-to-date (via the Sony Sound 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 Sound 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.

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

For more information, please refer to these links:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html

Please note that usage hours may vary depending on the settings and usage conditions. Make sure to charge both earbuds sufficiently. You may find these links helpful:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781965.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.html

Hope this helps. In case you need further assistance, please email the below information to socialsupport@am.sony.com.

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 JobannyL,

Thank you for taking the time to share your thoughts on the Sony - WF1000XM5. We're glad to hear you enjoy the earbuds themselves, but we truly understand your frustration regarding the tracking options on iPhone. We know this can feel limiting, especially given the investment. Your feedback is important to us, and we'll make sure it's shared with the relevant team.

We appreciate your input and your honest perspective, as it helps us continue working to improve the overall experience.

Thank you for considering Sony products!

Regards,
Dominick

Hi Emoney,

You made the right choice upgrading to the WF1000XM5! We're glad that you are enjoying the noise canceling function, sound quality, and size of the headphones. It's also great that you like the option to use any headset unit of the WF1000XM5.

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 there,

That's fantastic! It is really lovely to hear that you are well-pleased with the amazing performance of your WF-1000XM5. 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 the perfect star review and for choosing Sony!

- Romeo

Hi TravisW,
Thank you for your feedback! It is fantastic to know you are enjoying the WF-1000XM5 earbuds.

They deliver excellent noise cancellation, clear sound and a comfortable fit, perfect for everyday use.

We appreciate you choosing Sony!
Best regards,
Estefany

Hi DavidO, Thank you for the positive review! We're very happy to hear you like the great sound quality and unique features of your Sony WF1000XM5. Thanks for choosing Sony! -Sam

Hi Bmar916, we're sorry to hear that you had returned your Sony unit. It is recommended to follow this link when wearing the unit and secure the fit:

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

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 GrandmaB,

You made the right choice! We're thrilled that you are enjoying the performance of the headphones. Thank you for choosing Sony!

-Ralph

Hi Jacob,

Very nice! We're glad to hear that you like the adjustable earbuds of the headphones. Thank you for choosing Sony and we hope you enjoy your headphones from here on out. Have a nice day!

-David

Hi Ref3129,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the fit of the headphones. Your feedback about the Speak-to-Chat function is greatly appreciated. The Speak-to-Chat mode activates when the headset detects the speech of the person wearing the headset, but in rare cases, it may activate in response to vibrations caused by devices such as electric toothbrushes, electric massagers, and electric shavers, or by activities such as brushing your teeth, coughing, or humming. In cases where the Speak-to-Chat mode frequently activates by accident, set Speak-to-Chat to “L Sensitivity”. You can change the sensitivity by using the Sony Headphones Connect app. For more information, please refer to these links:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781980.html
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783877.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 TexasJim47,

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

-David

Hi John, That's awesome! We're very pleased to hear that you were able to find the most suitable noise cancelling configuration to perfectly suit your needs. 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 NicholasF,

We're delighted to hear that you find the fit and sound of the WF-1000XM5 True Wireless Noise Cancelling Earbuds to be great. We sincerely apologize that your experience with calls has been disappointing, as call clarity is a crucial function. We understand that call performance, especially in noisy environments, can sometimes be affected by the aggressive noise suppression on the microphone. Please ensure your earbuds have the latest firmware update via the Headphones Connect app, as we frequently release updates that address performance concerns. Additionally, checking that you have the optimal ear tip seal (using the fit test in the app) and cleaning the microphone mesh can sometimes improve voice pickup. If the issue persists, contact our support team, as they can provide more advanced troubleshooting or determine if this requires further assistance. Thanks for choosing Sony.

Best regards, Eliab

Hi Haystack, thanks for choosing and purchasing our product. We're glad you appreciate the great sound quality and noise canceling feature of the WF1000XM5. We're sorry to hear that you have an issue with the Headphone Connect app of your Sony unit. Please make sure the firmware of the app and earbuds are up to date. You can also uninstall/reinstall the app on your smartphone. Please try rebooting your smartphone. If possible, try the Headphone Connect app with another smartphone.

You can also find this link helpful in troubleshooting issues on your earbuds:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780014.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