Customer Ratings & Reviews

Hi AustinT, we're glad you are enjoying you new earbuds! Thanks for choosing Sony. ~Earl

Hi MatthewM,

Thanks for sharing your review and experience with the WF1000XM5. We're glad that you like the sound quality of the headphones. It's unfortunate that the headphones were not perfect for your lifestyle. Your feedback is extremely important to us and is very much appreciated. We hope you will still consider Sony for your future purchases.

-Ralph

Hi Bates117, perfect! We are truly happy to know that you love your WF-1000XM5 and that you're satisfied with its very comfortable fit design. Thank you so much for sharing your great experience with these headphones and for choosing the best brand, Sony! - Romeo

Hi JoeyW, perfect! You've certainly made a great choice! We are extremely pleased that it suits your needs and expectations. Thank you very much for sharing your excellent experience with your WF-1000XM5 and for choosing Sony! - Romeo

Hi sgvjon, thanks for choosing and purchasing our product. Hope you are enjoying your new headphones! Thanks for choosing Sony! ~Earl

Hi S22UltraOwner,

Thank you for sharing your experience with us! We’re sorry to hear the fit didn’t meet you and your wife's expectations. We really wished we could turn your opinion around regarding our Sony WF1000XM5.

It is recommended to follow this guide when wearing your Sony WF-1000XM5: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000778771.html

We appreciate you giving our product a try and value your input, as it helps us continue to improve. If you decide to explore our products in the future or need any assistance, please don’t hesitate to reach out to us at socialsupport@am.sony.com.

Thank you once again for your understanding, and we hope you will consider Sony for your future purchases!

Sincerely,
Maria

Hi Fatimacazares, thanks for commenting. We're thrilled to hear about your satisfaction with the reasonable price of your WF1000XM5. We're sorry if its call quality didn't live up to your expectations. Please ensure that the earbuds fit snugly in your ears. If the earbuds do not fit your ears, the phone call quality may decrease. Here are some important factors to consider:
• Make sure that headphones are worn properly.
• Make sure that the earbuds are firmly and completely attached. If you are using the supplied earbuds (EP-NI1010), lightly turn over the earbud tips to make sure that the sound output hole is completely covered by the earbud tip.
• Use the earbud tips that best fit with your ears. Measure the air-tightness of the earbud tips and find the optimal size of earbud tips using the Sony | Headphones Connect app.

For more details, please refer to the following articles:
https://www.sony.com/electronics/support/articles/00298371
https://www.sony.com/electronics/support/articles/00262839

I hope this helps you, and thanks for choosing Sony!

Best regards,

Romeo

Hi Javier, Excellent! We're thrilled to hear you like the compact design and you find them convenient to carry and effortless to wear. 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! -Sam

Hi JoseG, Fantastic! We're very pleased to hear that the Sony WF1000XM5 headphones have lived up to your expectations. Thanks for choosing Sony! -Sam

Hi JustinC, we're glad you are enjoying our product. We understand your feedback regarding the battery of your Sony unit. Please make sure the contact pins fit properly when you put the earbuds on the case. Please follow this link for more details:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783897.html?search=battery

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:

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! ~Earl

Hello DouglasH,

You made the right choice! We're happy to hear that you like your new Sony headphones. We appreciate the 5-star rating and thank you for choosing Sony!

-David

Hello MarkT,

Thank you for considering Sony products.

We apologize for the inconvenience you’re experiencing with the noise canceling and ambient sound modes switching unexpectedly on your WF-1000XM5 earbuds, as well as the issue with “Hey Siri” on iOS. We understand how frustrating this can be and want to help you resolve these problems.

To address these concerns, we recommend the following steps:

Firmware Update to Version 6.1.0: Installing the latest software can improve performance and functionality. You can find detailed instructions here: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm5/software/00296561

Reset the Headset: This clears temporary bugs without deleting pairing information. Instructions are available here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783924.html

Initialize (Factory Reset): If resetting doesn’t help, a factory reset may be necessary. Please note this will erase all pairing information. Instructions can be found here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000783925.html

After these steps, please follow the instructions to activate the voice assist function (Siri) here: https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000781979.html?search=siri

Additionally, we suggest disabling Adaptive Sound Control, as this feature automatically switches between noise canceling and ambient sound based on your activity or location, which might cause the mode flipping. Details on how to disable this feature are here: https://www.sony.com/electronics/support/articles/00229328

If the issues persist, our dedicated support team is ready to assist you with advanced troubleshooting. You can reach them through this link: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

We want to get this resolved for you!

Best regards,
-Fred

Thank you for sharing your feedback about the WF-1000XM5, LewisM. We're delighted to hear that you've had a positive experience with the product and that it continues to perform well even after being dropped several times. At Sony, we strive to design our true wireless earbuds not only for exceptional sound quality and innovation, but also with durability in mind, so your experience with their resilience is especially appreciated.

We recognize that the WF-1000XM5 is an investment, and we are grateful for your trust in choosing an original Sony product. Your acknowledgement of its value serves as encouragement for our continuous efforts to deliver original and high-quality devices. If you have any suggestions or need support, please don't hesitate to reach out. Thank you again for being part of the Sony community and for sharing your experience with us.

Best regards,
Gus
Sony Social Media Team

Hi WesleyP,

Thanks for commenting. While we are thrilled that you love your WF-1000XM5, we are really sorry if you're experiencing an issue with the battery life of your WF-1000XM4. This is definitely not experience we wanted you to have. If you haven't yet, let's try to isolate and fix the problem by following the troubleshooting steps on these articles:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000432577.html
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00266785
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00271301
https://www.sony.com/electronics/support/articles/00284577

You may also try the steps on these links to refresh the content of the headphones:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428696.html
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428697.html

And lastly, as a general recommendation, if you haven't tried yet, we recommend updating its firmware to the latest version. The firmware update improves the functionality and features of the headphones. It also provides fixes to any performance issues that you are encountering.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/downloads

If the issue persists or you may need more information/technical assistance, please feel free to email 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, and thank you very much for choosing Sony!

Best regards,

Romeo
Sony Social Support

Hi Protector,
Thank you so much for sharing your feedback with us. We're really sorry to hear that your WF-1000XM5 earbuds didn’t fit well and that one side stopped working.

For the fit, we recommend trying the different ear tip sizes included in the box, sometimes a different size can make a big difference in comfort and staying in place.

For the side that stopped working, we’d like to help get this fixed for you. Please reach out to our support team with your product details and we’ll guide you through troubleshooting steps.

Find their contact information here: https://us.esupport.sony.com/support/s/support-contact?language=en_US&category=headphones

Thanks for considering Sony and bringing this issue to our attention.
Warm regards,
Estefany

Hi BrandonF, thanks for choosing and purchasing our product. We're sorry to hear that you have issues with your Sony unit. For low sound level, please follow this link:

https://helpguide.sony.net/mdr/2963/v1/en/contents/TP1000780052.html?search=low%20volume

When wearing the unit for better fit, you can follow this link:

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

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 NoahM,

Thank you for taking the time to share your feedback regarding the WF-1000XM5 earbuds.

We appreciate you providing detailed comments on the perceived build quality, fit, sound performance, and the transparency mode functionality. We are truly sorry to hear that you experienced difficulties with these aspects of the product.

We will certainly ensure your valuable comments are shared directly with our product development team for thorough review as we continuously strive to improve future products.

Thank you for considering Sony products!

Regards,
Dominick

Hi Lima,

Thanks for commenting. The WF-1000XM5 supports a multipoint connection. You can switch easily between two audio sources without going through the standard Bluetooth reconnection process. For more details, check out the following article:
https://www.sony.com/electronics/support/articles/00249936

Should you need more assistance, 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:

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

Best regards,

Romeo

Hi Kate, We are happy that our WF1000XM5 wireless in-ear headphones are the best headphones for you and that you are super impressed with their call quality. Thank you for your purchase. Enjoy! Vincent

Hi D0rian211,

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, it is recommended to wear both earbuds properly. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible. 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. 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.

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

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