Customer Ratings & Reviews

Hi HectorDm We appreciate the feedback and we apologize for the inconvenience. This is definitely not what we wanted your to experience. We'd like to know what issues have you encountered with the app so we can assist. As for the pads, are you referring to the ear tips? You can detach the ear tips from the ear bud when cleaning.

If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :

Full Name:
Best Buy Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the unit:

We are sorry for the inconvenience and hope to speak to you to resolve this matter.

Sincerely,
-Craig

Hi Chris, We're sorry to hear that you are not impressed with the fittings. This is definitely not what we wanted you to experience. We understand you've tried all the ear tips however, we'd like you to visit the link below: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html?search=wearing There are few steps you can perform to improve or to obtain the proper fit for your ears. As for the connectivity, delete the headset pairing information on your iPhone and perform pairing again. Hope this helps. Thanks and regards, -Craig

Hi MatyM,

Thank you for sharing your feedback, and we're sorry to hear that the WF-1000XM5 earbuds didn’t meet your expectations. Fit can be a challenge with earbuds since everyone’s ears are different, and we understand how frustrating it is when they don’t stay secure. 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

Regarding the touch sensitivity, you can adjust or disable certain touch controls in the Sony | Sound Connect app, which may help reduce accidental changes.
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781367.html?search=Change%20the%20function%20of%20the%20touch%20sensor

If there's something we can do to help or you may need more 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/Concern:
Telephone Number:

We appreciate you taking the time to share your feedback with us as it helps us to identify any areas where we may need to improve. We are hoping you will consider Sony again in your future purchase.

Best regards,

Romeo
Sony Social Support

Hi JohnB, thanks for choosing and purchasing our product. We're sorry to hear that you have an issue with the comfort and sound quality of your Sony unit. We would like to turn your opinion around regarding our industry-leading noise canceling earbuds. You can 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

Let's isolate the issue on the sound quality by switching the settings and checking the sound quality mode with the “Sony | Headphones Connect” app. Please make sure the unit is set on Priority on sound quality: Prioritizes the sound quality. Please check these links for more details:

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

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 JohnR,

We are really sorry if our WF-1000XM5 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. For low sound quality, we always recommend performing the steps on this Help Guide link to solve this issue:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html

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 GarrettS,

Thank you for taking the time to review your WF-1000XM5 earbud headphones. While we're glad that you like most of the features, we regret to hear you've been running into difficulty. Your feedback is extremely important to us and is very much appreciated. When charging the unit The indicator (orange) on the charging case lights up. After charging is complete, the indicator on the charging case turns off.

Regarding the notification with voice guidance, when the remaining battery becomes low, a warning beep sounds when you put the headset into your ears or while using the headset, and the voice guidance says, “Low battery”, so charge the headset as soon as possible. When the battery becomes completely empty, a warning beep sounds, the voice guidance says, “Battery is empty”, and the headset automatically turns off.

By using the Sony Headphones Connect app, you can change the language of the voice guidance, turn on/off the voice guidance, and set the voice guidance volume. For more details about the voice guidance, please visit this help guide link: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781304.html

It's unfortunate that you consider returning the unit. We want to make sure you’re taken care of.
If you still have the unit and you need further assistance regarding your concern, you can email us at socialsupport@am.sony.com with the following details:

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

Regards,
Jess

Hello BinetaR,

Thank you for considering Sony products. We're truly sorry to learn that your WF1000XM5 earbuds is not functioning properly. We strive for the highest quality standards, and we are dedicated to resolving your concerns.

Your unit comes with a one-year warranty, and we would like to better understand the issue you're experiencing with your WF1000XM5 earbuds so that we can offer you appropriate troubleshooting steps. Please contact us via email at socialsupport@am.sony.com. We kindly request 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

Hi Halo, Thanks for sharing your experience with the Sony XM5 wireless earbuds. We're sad to hear that you are not happy with the sound quality. Depending on the caller’s voice characteristics or the ambient environmental noises, the audio signal processing that is mounted on the headset may not work well and the call sound quality may be reduced.

If your voice sounds too loud or the sounds in your surroundings are bothering you, turn off [Capture Voice During a Phone Call] on the “Sony | Headphones Connect” app.

For optimum performance, make sure to install the latest software version of the headphones (via the Sony Headphones Connect app).

If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :

Full Name:
Best Buy Username:
Telephone Number:
Sony Model Number:
Additional Information regarding your experience with the unit:

We are sorry for the inconvenience and hope to speak to you to resolve this matter.

Sincerely,
-Craig

Hi Joseph,

We are really sorry if our WF-1000XM5 didn't live up to your expectations. This is certainly not the news we'd like to hear from you. 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. To isolate the problem, please follow our suggested troubleshooting steps on this Help Guide link:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779956.html

If there's something we can do to help or you may need more information/technical assistance with our product, please feel free to contact 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:

We value you & your feedback, and thank you for your purchase.

Sincerely,

Romeo

Hello JAMSTER,

Thank you for considering Sony products. We sincerely apologize for any inconvenience you’ve encountered with your WF1000XM5 earbuds. This is certainly not the level of quality we strive for, and we are committed to addressing your concerns.

To help us better understand your situation and explore how we can assist you, please reach out to us via email at socialsupport@am.sony.com. We would appreciate it if you could include the following information 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

Hi DarionS, thanks for choosing and purchasing our product. We're glad you like it. We're sorry to hear that you have an issue charging your Sony unit. Please make sure the headset units are stored securely in the supplied charging case. If the headset units are floating in the charging case, the headset units may not be charged. Please isolate the issue by following these links:

https://www.sony.com/electronics/support/articles/00298367?utm_source=glean

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780016.html?search=charging

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 egnurlaup,
Thank you for your time writing this review. We're sorry to hear that the WF1000XM5 does not fit properly on your ears. Please try some solutions below:

If you already change the earbud tips to ones that fit more snugly in your ears. Check the earbud insertion angle. Adjust the fit of the headset units to your ears. Hold and rotate the headset unit with your thumb, index, and middle finger to adjust the headset to fit your ear.
After putting the headset unit into your ear, hold the side of the headset unit with your fingers and slowly push the earbud tip into your ear canal.
Wait for about 10 seconds for the earbud tip shape to stabilize.
For reference: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

We are sorry for the inconvenience and hope to speak to you to resolve this matter. - Kris

Hi GabrielS, we're sorry to hear that you had returned your Sony unit. It is recommended to set the unit to “Priority on stable connection” using the Headphone Connect app when dealing with connectivity issues. It is also recommended to follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779959.html?search=skip

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

Hope you consider Sony again. ~Earl

Hi DernardC, thank you for taking the time to share your feedback regarding the WF-1000XM5 earbuds. We sincerely apologize for any disappointment you’ve experienced with the audio quality and noise cancellation features. We appreciate your insights as they help us to improve our products.

To enhance your listening experience, we recommend ensuring that your earbuds are properly fitted for optimal sound quality and noise isolation. Additionally, you may want to try adjusting the sound settings through the Sony | Sound Connect app, which allows you to customize your audio preferences to better suit your taste.

If you require further assistance or have any questions, please do not hesitate to reach out to our technical support team. https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones
We are here to help and want to ensure you have the best possible experience with our products.

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

Hi SebastianO,
Thank you for your time writing this review. We're sorry to hear that we were not able to meet your expectations with your WF1000XM5 earbuds. This is definitely not the experience we want you to have with our product. Allow us to help turn this to a better experience.

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. If the earbuds aren't fit snugly in your ears, they may feel heavier and more likely to fall out. 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.

With regard to the touch sensor sensitivity, you can adjust the function of the touch sensor through the Sony | headphone connect app. This may help to reduce accidental activation of the controls. For more details: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779848.html

May we contact you to help? If so, please email the below information to socialsupport@am.sony.com:
Name:
Best Buy Username:
Telephone Number:
Model Number:
Issue:

We are sorry for the inconvenience and hope to speak to you to resolve this matter. - Kris

Hi Keegan, We're sorry to hear that your earbuds are not working. This is definitely not what we wanted you to experience. If you haven't yet, to properly reset your device, kindly follow the steps in the link below : https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html?search=reset

If you need further assistance with your device, you may reach us at socialsupport@am.sony.com with the following details :



Full Name:

Best Buy Username:

Telephone Number:

Sony Model Number:

Additional Information regarding your experience with the unit:



We are sorry for the inconvenience and hope to speak to you to resolve this matter.



Sincerely,

-Craig

Hello HelenE,
We regret to hear that you are having problem connecting your new WF1000XM5 to your phone. This is usually not the case with our XM5. Please allow us to help and turn this to a better experience. For connection issues, please see this link. It will help you resolve the connection problem.

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779975.html

If the issue persists, please email us at socialsupport@am.sony.com with the following details so we can better assist you.

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

We value you & your feedback, and thank you for choosing Sony.

Sincerely,
Marco

Hi JamarS,

Thanks for reaching out to us. We regret to hear that you're hearing unwanted noise on your earbud headphones. This is not the experience we want you to have. We recommend to update the headphones' software to the latest version (via Sony Headphones Connect app). Doing so may resolve the issue.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/downloads

This issue may be caused by several reasons, including radio wave interference and nearby devices may interrupt Bluetooth communication and cause sound interruptions. You can isolate this issue by following the troubleshooting steps provided on the links below.

https://www.sony.com/electronics/support/articles/00298368
https://www.sony.com/electronics/support/articles/00232102

If you hear buzzing, popping, crackling, or vibration noises from your Bluetooth headphones that sound different than the more common static or distortion sounds caused by environmental interference issues, please note we have a customer hotline that is happy to assist you and help troubleshoot any concerns you have, and your headphones has a 1-year warranty from the date of purchase.

If the issue persists after following the steps above, please email us at socialsupport@am.sony.com with the following details so we can best assist you.

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

We value you, and thank you for choosing Sony.

Sincerely,
Jess

Hi DanielW, We're sorry to hear that you are having trouble with the fitting. 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