Customer Ratings & Reviews

Hi hdickerson2935, while we are glad that you like the audio quality, we regret to hear that the headphones had to be returned. This is definitely not the experience we'd like you to have. Sony place a high value on every feedback as this help us in improving our products' design, features, and functionality.

We designed these headphones to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during conversation. Plus, you can get 8-hour long battery with noise canceling, IPX4 water resistance and easy wireless charging.

We do have troubleshooting steps if you're having an issue while on call, please ensure you have the latest software installed. The software version can be updated using the Headphones Connect App. In addition, restarting or Initializing the headphones are also a recommendation.
Reference: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00264029

It is unfortunate that we can no longer perform these steps to help you out. In case, you can use the above link for future reference.

We are sorry for the inconvenience this caused you and we hope you'll consider Sony in your future purchase.

Sincerely,
Erin

Hi Jonathan, we're glad you like the sound quality of our industry-leading noise canceling earbuds. We're sorry to hear that you have an issue with the fit of your SONY unit. Please 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 size of the left and right earbud tips may be different. You can check these links for more information:

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000241097.html?search=replacing

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000237901.html?search=wearing

If you require any additional support in regards to this product, please email us at socialsupport@am.sony.com with the following details: Name: Username: Model Number: Issue: Telephone Number:

Everything in the WF-1000XM4 headphones has been designed from the ground up. The new Integrated Processor V1 delivers unmatched performance while using even less power. Adding in drastically enhanced call and sound quality that reduces distortion and enables LDAC code processing and DSEE Extreme, IPX4 water resistance, and up to 24 hours of battery life with wireless charging, ergonomic surface design for a more stable fit, the WF-1000XM4 Truly Wireless Earbuds are unlike any other before them. Thank you for choosing Sony! ~Earl

Hi BBReview, we are sorry to hear that the headphones had to be returned. Our WF100XM4 are supplied with different sizes of earbud tips so that you can achieve the maximum effects of the earbuds. In designing these headphones, we also consider the ear canals sizes as it varies from person to person, and can also vary in size from the left to the right sides. To keep the headphones from falling out and for comfortable listening experience, we recommend selecting the right size earbud tips and wearing the earbuds properly.

For future reference, please check the Help Guide: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000237901.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 in your future purchase.


Regards,
Erin

Hi TVWatcher, We appreciate you taking the time writing your experience using the headphones. We're also glad that you like the sound quality and ease of use. We designed these headphones to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during conversation. Plus, you can get 8 hour long battery with noise canceling, IPX4 water resistance and easy wireless charging. Thank you for choosing Sony! Erin

Hi Bigwest, Thanks for sharing your experience. If you haven't tried using the Sony | Headphones Connect app, we highly recommend downloading and installing it from your smartphone or music device: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/software/00269130. This app will open more features so you can personalize your listening experience. Everything in the WF-1000XM4 headphones has been designed from the ground up and they have exceptional quality. The new Integrated Processor V1 delivers unmatched performance while using even less power. Adding in drastically enhanced call and sound quality that reduces distortion and enables LDAC code processing and DSEE Extreme, IPX4 water resistance, and up to 24 hours of battery life with wireless charging, ergonomic surface design for a more stable fit, the WF-1000XM4 Truly Wireless Earbuds are unlike any other before them. Thank you for choosing Sony! Vincent

Hi Relain, While we're glad that you like the sound quality of your headphones, we regret that you're having an issue when using these for calls. Allow us to help and turn your experience around.

Follow these steps to troubleshoot this issue when using the WF-1000XM4 earbud headphones:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00265206

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

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

Sincerely,
Erin

Hi MicrowaveOvenCombo, thank you for purchasing our newest industry-leading noise canceling earbuds. Everything in the WF-1000XM4 headphones has been designed from the ground up. The new Integrated Processor V1 delivers unmatched performance while using even less power. Adding in drastically enhanced call and sound quality that reduces distortion and enables LDAC code processing and DSEE Extreme, IPX4 water resistance, and up to 24 hours of battery life with wireless charging, ergonomic surface design for a more stable fit, the WF-1000XM4 Truly Wireless Earbuds are unlike any other before them. If the effect of noise canceling is not sufficient, please follow this link:

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239171.html?search=noise%20canceling%20

Thank you for choosing choosing SONY. ~Earl

Hi LaceyS, We are sorry to hear that you're unable to pair the WF1000XM4 to your Bluetooth devices. This is definitely not the news we'd like to hear from you. We'd love to help you troubleshoot your problem and turn your experience around.

For Bluetooth connectivity issue, please try following the steps below:

Unable to make a Bluetooth connection.
Check that the headset is turned on.
Check that the Bluetooth device is turned on and the Bluetooth function is on.
If the headset automatically connects to the last connected Bluetooth device, you may fail to connect the headset to other devices via Bluetooth connection. In that case, operate the last connected Bluetooth device and disconnect the Bluetooth connection.
Check if the Bluetooth device is in sleep mode. If the device is in sleep mode, cancel the sleep mode.
Check if the Bluetooth connection has been terminated. If terminated, make the Bluetooth connection again.
If the pairing information for the headset has been deleted on the Bluetooth device, pair the headset and the device again.
Reset the headset.
Initialize the headset, and pair the headset and the device again.
Ref: https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/software/00289102


We also recommend ensuring the firmware installed is version 2.0.0. To check and verify the software version, please launch the Headphones Connect app.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/software/00289102

Should you need further assistance, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin

Hi elmack, We are sorry you are having an issue with your wireless in-ear headphones when taking calls. You can isolate and hopefully resolve this issue by follwing the guide from this link: https://www.sony.com/electronics/support/articles/00265211. Despite your concern, we are happy that you stil like your headphones. Everything in the WF-1000XM4 headphones has been designed from the ground up and they have exceptional quality. The new Integrated Processor V1 delivers unmatched performance while using even less power. Adding in drastically enhanced call and sound quality that reduces distortion and enables LDAC code processing and DSEE Extreme, IPX4 water resistance, and up to 24 hours of battery life with wireless charging, ergonomic surface design for a more stable fit, the WF-1000XM4 Truly Wireless Earbuds are unlike any other before them. Should you need further assistance, you can email us at socialsupport@am.sony.com.
Thank you for choosing Sony! Vincent

Hi donv thanks for your feedback. While we're glad that you like the sound quality and noise canceling function, we regret that you're having an issue with the touch controls. This is definitely not the experience we'd like you to have. Allow us to help you and turn this into a better one.

If the touch sensor/control doesn't work properly, please ensure that the headphones firmware is updated to version 1.2.6. Updating the firmware improves headphones functionality.
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/software/00263488



Resetting or initializing the earbuds is also a recommendation. Please refer to this link on how to reset or initialize the WF-1000XM4 earbud headphones.

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00264029

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 Itisajewel,

We regret to hear you are having an issue with your Sony wireless noise canceling headphones. Our WF-1000XM4 wireless in-ear headphones come in different sizes of earbuds. We highly recommend using 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. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible. For more details, please visit the links below:

- https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000241097.html
- https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000237901.html

Should you need further assistance, you can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Vincent

Hi Athif, thanks for your feedback. We're glad that you like your new headphones. We designed these headphones to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during conversation. Plus, you can get 8 hour long battery with noise canceling, IPX4 water resistance and easy wireless charging. Thank you for choosing Sony! Erin

Hi Charles,

We regret to hear that you are having an issue with your Sony wireless noise canceling in-ear headphones. This is definitely not the customer experience we want you to have. To isolate and hopefully resolve this issue, we can follow the troubleshooting steps from this link: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239090.html. We take all user input seriously and will make sure your comments reach the appropriate person.

If you are still having the same issue, you can email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Vincent

Hi AravE,

Thank you for bringing this to our attention. It is unfortunate to know that you are having an issue with the battery of your WF-1000XM4 within a year of use. This is definitely not the experience we were hoping you would have. For the battery life, the available usage hours may be different depending on the settings of various functions and conditions of use. Let's try to isolate and fix the problem by performing troubleshooting using 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

If the issue persists or you may need more 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 for choosing Sony.

Best regards,

Romeo
Sony Social Support

Hi Josare, We're delighted to hear that the XM4 is your new favorite. We designed these headphones to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during conversation. Plus, you can get 8 hour long battery with noise canceling, IPX4 water resistance and easy wireless charging. Thank you for choosing Sony! Erin

Hi meemeewen, We are glad that you like the WF-1000XM4. With regards to the mic that a little bit muffled, please try resetting and initializing the headphones.
Reference: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428696.html

The WF1000XM4 is designed to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during conversation. Plus, you can get 8 hour long battery with noise canceling, IPX4 water resistance and easy wireless charging. Thank you for choosing Sony! Erin

Hi Eric,

We're glad you like the bass sound and the industry leading noise canceling of the headphones. The rate of battery consumption may vary between the left and right earbuds depending on the settings of various functions and the conditions of use.

Note: The remaining battery charge displayed in the app may differ from the actual remaining charging level in some cases since the battery charge level shown is only a rough estimate.

For us to better assist you, please email us at socialsupport@am.sony.com with the following details:

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

Regards,
David

Hi ImcraZycy Great! We are glad to hear you are enjoying our industry-leading, noise-canceling Truly Wireless headphones. We designed these headphones to provide incredible audio performance and take noise cancellation to the next level. You can enjoy crystal clear call quality, even in noisy environments and our speak-to-chat technology automatically reduces volume during conversation. Plus, you can get 8 hour long battery with noise canceling, IPX4 water resistance and easy wireless charging. Thank you for choosing Sony! Erin