Customer Ratings & Reviews

Awesome, WalterB! 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 Itama, We're very happy to hear this feedback! Glad you're satisfied with your purchase. 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 TooEz, thanks so much for your review! We're very glad to hear you're enjoying the Sony - WF1000XM5! They truly offer a premium listening experience with industry-leading noise cancellation, rich, detailed sound, and clear call quality. We're sorry if they didn't feel the most comfortable for you. Have you had the chance to try the different sizes of soft, noise-isolating ear tips that come in the box? They're designed to help you find the best fit for comfort and sound performance, a simple switch can make a big difference! We appreciate your feedback and thank you for choosing Sony. Best regards, -Dominick

Hi DanielJ!

That's fantastic to hear! We are so glad that you love your WF-1000XM5 headphones so much that you're buying a second pair. We're particularly proud of their exceptional noise cancellation, which is thanks to our new Integrated Processor V2 and HD Noise Cancelling Processor QN2e. These work together to provide our best-ever noise cancelling, ensuring you can immerse yourself in your music wherever you go.

Thanks for choosing Sony, have a marvelous day!
DiegoV

Hi StanleyW, we're glad you are enjoying the noise canceling feature of our product! Thanks for choosing Sony. ~Earl

Hi JavierV,

You made the right choice upgrading to the WF1000XM5! We're glad that you like the size and noise canceling function of the headphones. 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 AngelM,

You made the right choice! We're glad that you are enjoying the noise canceling function and ambient sound mode 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 ZekkaryKendar,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound and call quality of the headphones. Your feedback about its comfort is greatly appreciated.

For optimum fit and comfort, make sure that you are wearing the headphones properly. Put the headset units into both ears. Put the headset unit with the (left) mark into your left ear and the headset unit with the (right) mark into your right ear. The left headset unit has a tactile dot. Adjust the fit of the headset to your ears. Twist the headset unit to fit it snugly into the ear canal, and adjust the positioning of the headset unit until it fits comfortably. Wait for about 10 seconds for the earbud tip shape to stabilize.

Hint: If you feel earbud tips are difficult to put into your ears, change the size of earbud tips or squeeze earbud tips lightly before wearing the headset.

You may also find these steps helpful:

-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.
-Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible.

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 there, Thank you so much for your awesome review! We are glad to hear that you are enjoying your new WF1000XM5! Thank you for choosing Sony! -Carl

Hi BigU, we're glad you like your new earbuds! Thanks for choosing Sony. ~Earl

Hi JeremyM, we're glad you like the sound quality of our product! Thanks for choosing Sony. ~Earl

Hi Masterskz,

While we're glad that you like the amazing audio and noise cancellation, we're so sorry to hear you are having issues with your WF-1000XM5 Truly Wireless Noise-Canceling Earbuds, particularly with mic during a call quality. This is not the experience we want you to have. If the size of the earbud tips does not match the size of your ear canals or the headset is not properly worn on your ears, tap operations or the speech detection of Speak-to-Chat may not be successful, or you may not obtain proper sound qualities, noise canceling effects, or call performances.

If any of this is the case, please make sure to follow the guide from this link: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/articles/00262839

If you require further assistance regarding your concern, please email the below information to socialsupport@am.sony.com.

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

Regards,
Jess

Hi leland, Perfect! We're so happy to hear you like the amazing sound quality and excellent noise cancellation of your Sony WF1000XM5. 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 Player,

Amazing! We're thrilled that you are enjoying the sound quality and noise canceling function 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 Impala,

Thanks for commenting! We are very happy to hear your satisfaction with the exceptional noise canceling feature 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 so much for the perfect star review and for choosing Sony!

- Romeo

Hi Devito,

You've made a great choice! We are truly delighted to know that you are well-pleased with the superb 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 your purchase and for choosing Sony!

- Romeo

Hey Able,

Awesome! You've made a great choice! We are truly happy to know that you're satisfied with the exceptional sound quality and superb performance of your WF-1000XM5. Thank you so much for the perfect star review and for choosing Sony!

- Romeo

Hi Derrick, Thanks for the positive feedback on the new Sony WF1000XM5 Wireless earbuds. We're glad to hear that you are impressed with the sound quality 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. Thanks for choosing Sony! -Craig

Hello Trixie,

Thank you for sharing your review of the WF-1000XM5 earbuds. We’re thrilled to hear that you enjoy the exceptional sound quality. However, we understand that you encountered some challenges with their functionality, particularly during video calls on your Samsung phone.

To resolve the video call issue, it's essential to ensure that the appropriate Bluetooth profiles are being utilized. The Advanced Audio Distribution Profile (A2DP) is designed for music playback, while the Hands-free Profile (HFP) and Headset Profile (HSP) are meant for voice calls. If your earbuds are connected via the A2DP profile, you may experience difficulties during voice calls. Please make sure to select either the HFP or HSP profile when using the earbuds for video calls.

Additionally, check the audio settings in your video calling app to confirm that the earbuds are set as the audio input and output device. If the issue continues, consider restarting your phone, resetting the earbuds, or trying a different video calling app to determine whether the problem lies with the earbuds, the app, or the phone itself.

If the issue persists, we recommend reviewing the following articles for further troubleshooting:
https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000779964.html
https://www.sony.com/electronics/support/articles/00298371

If the problem continues or if you need further information or technical support, please do not hesitate to email us at socialsupport@am.sony.com. Kindly include the following details so we can assist you more effectively:

- Name:
- Username:
- Model Number:
- Description of the Issue:
- 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

I hope this helps!


Best regards,

Romeo
Sony Social Support