Customer Ratings & Reviews

Hi TracyW,

Thank you for taking the time to share your feedback on the WF-1000XM5 earbuds. We truly value your detailed review. We understand that you are experiencing connection issues between your phone and the earbuds. While this is not a widespread concern, it can arise due to various factors such as interference from other devices, software glitches, or even the distance between the two. Here are some suggestions that may enhance the stability of your connection:

1. Update Firmware: Ensure that your earbuds and phone have the latest firmware updates installed. Manufacturers often release updates to fix bugs and improve performance.
2. Reset Bluetooth Connection: Try resetting the Bluetooth connection on both your phone and the earbuds. This can sometimes resolve connectivity issues.
3. Reduce Interference: Keep other electronic devices that might cause interference away from your phone and earbuds.
4. Proximity: Ensure that your phone and earbuds are within a reasonable range and there are no physical obstructions between them.
Check for App Updates: If you are using a companion app for the earbuds, make sure it is updated to the latest version.
5. Check for App Updates: If you are using a companion app for the earbuds, make sure it is updated to the latest version.

If the steps provided do not resolve your issue, please reach out to us by following the instructions below so we can assist you more effectively.

Please provide the following information:

- Name:
- Best Buy Username:
- Sony TV Model Number:
- Question/Concern:
- Telephone Number:

Sony also has just the ticket! Reach out to our new Product Enthusiast. They are Sony fans, just like you, who can help you troubleshoot/setup your headphones issue. Connect with them on the link below, just click on Chat with an Enthusiast.
https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We hope this information is helpful, and we appreciate your choice of Sony!

Best regards,

Romeo

Hi DylanH,

We are very glad to hear that you are finding the noise canceling and sound quality to be the best on the market! It is fantastic to know that the EQ settings are helping you get the most out of your audio. We truly appreciate the high recommendation and your enthusiasm for our headphone lineup.

Thank you for choosing Sony!

Regards,
Dominick

Hi Dillon, We're glad that you like the noise canceling and sound quality. We're sorry if they don't get loud enough. To troubleshoot sound related concern, please check this: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780052.html



If this does not help, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin

Hi HappyConsumer17,

We're glad to hear you're enjoying your WF-1000XM5 earbuds! We're sorry about the trouble with ambient sound and voice-to-text. For better performance, we recommend checking the Sony Headphones Connect app for the Voice Focus setting and running the Earbud Tips Fitting Test. Be sure to also check for the latest firmware updates. If the issues persist, our support team can provide more help.

Thanks for choosing Sony.

Best regards,
Eliab

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

Hi Neztribe,

We are absolutely delighted to hear that Sony wireless sound is your go-to for quality and that you consider the WF-1000XM5 earbuds to be the top option! Thank you for your continued loyalty and for sharing your enthusiasm for the audio quality of our premium earbuds.

Thanks for choosing Sony. Best regards, Eliab

Hi AngelA,

Perfect! We're glad that you like the noise canceling function, comfort, and weight 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 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 JockoMags, we're glad you are enjoying your new earbuds! Thanks for choosing Sony! ~Earl

Thank you for your fantastic review, Angus!

We are absolutely thrilled to hear that you consider the WF-1000XM5 to be the best earbuds you own! It's incredibly rewarding to know that the clear sound and top-tier noise canceling are making such a positive impression.

We appreciate your strong recommendation and thank you for choosing Sony!

Best regards, Gus, Sony Social Media Team

That's wonderful, RicardoM! We're glad that you are impressed with the new Sony XM5 Wireless earbuds. 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 geo530x,

We're glad to hear you're enjoying the fantastic sound quality of your WF-1000XM5 earbuds, and we understand your frustration with the fit.

To help with the issue, we highly recommend trying the different sizes of ear tips included in the box. A proper fit is essential for both comfort and sound. Also, be sure to use the Sony | Headphones Connect app's "Optimal Earbud Tips" feature, as it can help you find the best size for your ears to ensure a secure and stable fit.

Thanks for choosing Sony.

Best regards,
Eliab

Hi Niko, Thank you for sharing such an excellent shopping experience. We are also glad that you are happy with your purchase and you are enjoying everything about your new WF-1000XM5. Your assessment with the battery life noise canceling feature is spot on! The best noise canceling and despite the smaller size, these earbuds headphones are rated for eight hours of playback with noise canceling between charges. Thank you so much for choosing Sony! -Jess

Hello Larry,

Thank you for considering Sony products.

We sincerely apologize for the discomfort you experienced with the WF-1000XM5 earbuds, which ultimately led to your decision to return them. This is certainly not up to the quality standards we strive for, and we take your concerns very seriously. Please be assured that we will forward your comments to our dedicated Sony team for a thorough review as we continue to work diligently to improve our products.

Best regards,
-Fred

Thanks for the 5-star rating, Bestbuy1! We're pleased to hear that you are impressed with the sound quality and noise cancelling feature of the earbuds. 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. We also appreciate your feedback regarding the app. This can help us improve our products in the future. Enjoy and thank you for choosing Sony! - Craig

Hi DerecS,

Thank you so much for your positive review! We're so glad to hear that you’re enjoying your Sony XM5 Earbuds. It's great to know that the comfortable fit, long battery life, and easy setup have made your experience enjoyable. Thank you for choosing Sony! Happy listening! -Maria

Hi JAGame,

Thanks for commenting! We are extremely pleased to hear your satisfaction with the very comfortable fit and smaller design of your WF-1000XM5. We greatly appreciate your feedback with the sound quality of these headphones compared the previous model. 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 your purchase and for choosing Sony!

- Romeo

Hi krony58, we're glad you like the fit and sound quality of our product. We appreciate your feedback regarding the build of the WF1000XM5. Thanks for choosing Sony. ~Earl

Hi TorresG,

Thanks for commenting. While we are thrilled to know about your satisfaction with the amazing sound quality of your WF-1000XM5, we are really sorry you're experiencing Bluetooth connection issues while your headphones are placed in the charging case. This is certainly not the news we'd like to hear from you. To avoid this problem, please ensure that your headphones are placed correctly into the charging case so they turn off automatically. Place the left headset unit (the one with the tactile dot) back into the left hole of the charging case, and place the right headset unit back into the right hole of the charging case. Each headset unit will be positioned correctly in the charging case due to the built-in magnet. You may also try cleaning the contact points on the charging case and earbud headphones to further troubleshoot the issue. For more details, please refer to the following links:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779810.html?search=when%20not%20use
https://www.sony.com/electronics/support/articles/00249895

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:

Thank you for choosing Sony!

Best regards,

Romeo
Sony Social Support

Perfect! You've definitely made a great choice, Ashley! We are extremely pleased to know about your satisfaction with the very comfortable fit design, exceptional sound quality, and amazing noise canceling feature of your WF-1000XM5. Thank you very much for sharing your awesome experience and for choosing Sony! - Romeo