Customer Ratings & Reviews

Hi HenryD, amazing! We're happy to hear that the headphones fit perfectly. 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 Rlclarke65,

We're sorry to hear what happen with your headphones. 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/00265208

If you need further assistance, we are more than happy to help you out. Please email us at socialsupport@am.sony.com with the following details:

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

Regards,
David

Hi Disappointed, we are sorry to hear that the volume of the headphones did not meet your expectations. This is definitely not the experience we'd like you to have. Allow us to help and turn this into a better experience.

Please try following the steps on the Help Guide below to troubleshoot low sound level:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239120.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 Bayarea,

We're glad that you like the sound quality of the headphones. It's unfortunate that you are not having a complete experience because of the touch sensor and noise canceling function. For optimum performance, make sure to update the software version of the headphones (via the Sony Headphones Connect app). You may also refer to the troubleshooting steps on this link to help resolve those issues:

https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00268907

For more information about the touch sensor, please refer to this link:
https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000240498.html

In case you need further assistance, please email the below information to socialsupport@am.sony.com.

Full Name:
Best Buy Username:
Telephone Number:
Sony Headphones Model Number:
Issue:
Additional Information regarding your experience with your WF1000XM4.

Sincerely,

-Ralph
Sony Social Support

Hi Ildo,



Thank you for choosing and purchasing our WF-1000XM4 Industry Leading Noise Canceling Truly Wireless Earbuds.



While we are glad that you like the noise canceling function and features, we regret to hear that the sound quality doesn't suit your preference. This is definitely not the impression we'd like you to have with our premium headphones. We'd love to help you troubleshoot your problem and turn your experience around.



You can make few adjustments to your headphones settings to suit your needs. Please ensure you've downloaded the Sony Headphones Connect app. It has an Equalizer/CLEAR BASS setting which can be customized to fine-tune your music. This will give you more control over your headphones and their performance.

Reference: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000241109.html?search=bass



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 Rolf,

Great! We're glad that you found the perfect 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 a conversation. Plus, you can get an 8-hour long battery with noise canceling, IPX4 water resistance, and easy wireless charging. Thank you for choosing Sony!

-Ralph

Hi Olbird, we regret to hear that the fit and sound quality did not meet your expectations. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn this into a better experience.

Different sizes of earbud tips are supplied so that you can achieve the maximum effects of the earbuds. Ear canals vary in size from person to person, and can also vary in size from the left to the right sides. To keep the headphones from falling out, please select the right size earbud tips. We also recommend wearing the earbuds properly.
Gently pull up on the top of your ears, put the earbud tips in your ear canal, and then twist the earbuds into place. This makes sure the earbuds are firmly in the ear canal.
You can also make few adjustments to your headphones settings to suit your needs through the Sony Headphones Connect app. It has an Equalizer setting which can be customized to fine-tune your music. This will give you more control over your headphones and their performance.



You may also check the Help Guide below to troubleshoot sound related issue.

Reference: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239120.html


Lastly, please ensure the software is updated. https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/software/00263488

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

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

Sincerely,
Erin

Hi Hello,

Thank you for the review and we do apologize for the inconvenience. We provide an assortment of earbuds in various sizes to ensure there is a great fit for all ear sizes and an optimal noise canceling experience. You may also try the Sony Headphones Connect app which will help you to determine which earbud tips are most suitable for you to achieve the optimal noise cancellation effect.

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

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

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

Regards,
David

Hello Collegekid79, We are glad that you now have perfect headphones for you while doing things. 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. We value your input and appreciate your feedback. Thank you for your purchase. Enjoy! Vincent

Hey Bonnee,

Fantastic! Thank you so much for upgrading to our WF-1000XM4! We are extremely pleased it suits your needs. We are also delighted that you are satisfied with the comfortable fit design, IPX4 water resistance, small & compact charging case, and overall performance of these headphones.

We are sorry if the WF-1000XM3 doesn't features water resistance and if the size of its charging case didn't live up to your expectations. We are also sorry if it didn't fit you well. As you know, we provide an assortment of earbuds in various sizes to ensure there is a great fit for all ear sizes and an optimal noise-canceling experience. To ensure optimal performance with noise canceling, as well as to obtain the best fit and prevent the headsets from falling out, please refer to one or both of the following:
1. Help Guide https://helpguide.sony.net/mdr/wf1000xm3/v1/en/contents/TP0002392265.html
2. Animated Tutorial on the Sony Headphones Connect app (ref https://helpguide.sony.net/mdr/hpc/v1/en/contents/TP0001548864.html?search=tutorial)
3. Instructional Video https://youtu.be/HnXJ_f2nbb4

For the WF-1000XM4, 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 a conversation. Plus, you can get an 8-hour long battery with noise canceling, IPX4 water resistance, and easy wireless charging.

In the future you need information or 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:

Thank you so much for the perfect star review and for choosing Sony!

- Romeo

Hi retrofred, Thank you for the feedback on your experience with your WF1000XM4. We're sorry to hear you're having some issues with the sound quality and fit of the unit. We provide an assortment of earbuds in various sizes to ensure there is a great fit for all ear sizes. To obtain the best fit and prevent the headsets from falling out, please refer to this link:

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

Also. 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, you may not obtain proper sound quality with the unit.

The “Sony | Headphones Connect” app will help you to determine which earbud tips are most suitable for you to achieve the optimal noise cancellation effect.
Check if the headset is properly worn on your ears. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible.

And to ensure optimal listening experience, please refer to the link below:

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239083.html

If you are unable to resolve your concern, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely,
Sam

Hi NateTheGrate, That's 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 giving the product a perfect rating! Jay

Hi Dm540149,

Amazing! Thank you for the 5-star review! We are happy that you are satisfied with the exceptional performance of the WF-1000XM4. 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 a conversation. Plus, you can get an 8-hour long battery with noise canceling, IPX4 water resistance, and easy wireless charging.

Thank you so much for your purchase and for choosing Sony!

- Romeo

Hi Martin, That's good to hear. We are happy to hear about your experience. 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. It's nice to hear that you were assisted well by our local dealer. Thank you for trusting Sony! Vincent

Hi kapali, That's good to hear. We are happy that you like your new Sony wireless in-ear 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. Thank you for choosing Sony! Vincent

Hi Randy, 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

Hi RDeutsch, we're glad you like the sound quality of our newest industry-leading noise canceling earbuds. We're sorry to hear that you have an issue with your SONY unit. This unit comes with different sizes of earbud tips. 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. Check if the headset is properly worn on your ears. Wear the headset so that the earbud tip is comfortably situated as deep in the ear canal as possible. The “Sony | Headphones Connect” app will help you to determine which earbud tips are most suitable for you to achieve the optimal noise cancellation effect. Please check this link for more details:

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

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:

~Earl

Hi Geoking, We are glad to hear you are enjoying our industry-leading, noise-canceling Truly Wireless headphones. We're also sorry if you're having some trouble using the left earbud. This is definitely not the experience we want you to have. We'd love to help you troubleshoot your problem and turn this into a pleasant experience. You can remove one unit of the headset from the charging case and use the unit by itself. In this case, only the unit that has been removed from the charging case will turn on.



If you are using the WF-1000XM4 without downloading & installing the Headphones Connect App, yet they DO set up/activate Google Assistant: by default the RIGHT headset is assigned Google Assistant hence by design the LEFT side then cannot be used by itself.



Here are additional troubleshooting steps/issues to consider:

Both sides must initially be paired/registered via Bluetooth
If Google Assistant or Amazon Alexa will be used => ensure it is assigned (using HPC) to the side being used
Ensure the customer is aware of the default HPC App settings è ‘Automatic Power Off’ and ‘Pauses when headphones are taken off’ are turned ON.
If removing the Right headset to use the Left headset by itself: if the Right headset touch sensor is inadvertently touched, you’ll need to restart playback on your smartphone.
Reference: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000241111.html?search=left

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

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

Sincerely, Erin

Hi GiveMePoints,
Awesome! We're glad to hear you new WF1000XM4 suits your needs and expectations. 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! - Kris