Customer Ratings & Reviews

Hi Andrew, We're glad that you like the quality of your XM4. 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 KyleL, while we're glad that the headphones work great when working, we regret to hear that you had to returned the XM4 twice as they stop working. 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.

First, please ensure the software is updated to version 1.4.2. You can launch the Headphones Connect app to check and verify the software installed. If the headphones needed an update, please refer to the link below:

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:
Username:
Model Number:
Issue:
Telephone Number:

Sincerely,
Erin

Hi BigCountry, We are sorry to hear about what happened. There are many possible reasons why the unit acted up. If the headphones are still with you, we can reset and initialize them by following the guide from the links below:

- https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428696.html
- https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000428697.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 Tanny,

Thank you for sharing your experience with us. We're sorry to hear that we were not able to meet your expectations and issues that you are having with the headset. This is definitely not the experience we want you to have with us. Let us help make this experience around.



The WF-1000XM4 comes with different sizes of earbuds to ensure there is a great fit for all ear sizes and an optimal noise canceling experience. As a suggestion, to reduce discomfort while wearing the headphones, try to use the right size according to the size of your ears. The size of the left and right earbud tips may be different. When wearing them, please gently pull on the top of your ear as you twist the earbud into your ear. This should give you a firmer hold and better noise canceling experience.



You may find these links below helpful in isolating the issue:



For low sound quality:

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



If the effect of noise canceling is not sufficient:

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239171.html



About the touch sensor:

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000240498.html?search=touch%20sensor



Information about using Google assistance:

https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000241104.html





We appreciate your feedback, and we'd like to further isolate the issues with the headphones. May we contact you to help and get more information? If so, please email the below information to socialsupport@am.sony.com.



Name:

Best Buy Username:

Telephone Number:

Model Number:

Issue:



Regards,

Kris

That's amazing, Leoo! We are happy that our WF-1000XM4 perfectly fits your ears! These headphones feature an Ergonomic surface design for a stable fit. We redesigned the internal layout of the WF-1000XM4 to make them 10% smaller than the previous generation, without compromising on sound quality or battery life. At just 7.3 g, they’re light enough to wear all day. Plus, the WF-1000XM4 comes with assortment of earbuds in various sizes (Sony's newly developed Noise Isolation Earbud Tips - S (orange), M (green) L (light blue)) to ensure there is a great fit for all ear sizes and an optimal noise-canceling experience.

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

- Romeo

Hi Bnperry1,

Awesome! We're glad you love the earbuds. The WF-1000XM4 headphones feature intuitive touch control settings—for example, tap on the left earbud to change from Noise Cancelling to Ambient Sound and long tap for Quick Attention, or double tap on the right to skip to the next track. What’s more, you can assign your own functions to each earbud using the Headphones Connect app. Thank you for choosing Sony!

Regards,
David

Hi ShoppingDad, Awesome! We're glad that you like the quality and functionalities of 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 Ramkakol, we're glad you and your family are enjoying our 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. Thank you for choosing Sony! ~Earl

Hi RCmax76, We are thrilled to know that your new Sony WF-1000XM4 wireless in-ear headphones are the best buds you have ever used. 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 Shaver, Amazing! 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 EHSProfessional, 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 Verified, Great! We're pleased to hear you're enjoying the sound quality, noise canceling function, and battery life. 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 Pbailey, 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 Sjrjr,

We are sorry to hear that you are having an audio issue when making calls with your in-ear headphones. We can follow the troubleshooting steps from this link to isolate this issue and hopefully resolve this issue: https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000239090.html. Make sure to update the firmware of your headphones: https://www.sony.com/electronics/support/wf-1000xm4/software/00289102.

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

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

Sincerely,
Vincent

Hi SRomano, we're glad you love our 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. Thank you for choosing Sony! ~Earl

Hi there,

Thank you for your review. While we are pleased you find our WF-1000XM4 great, we are really sorry if the provided earbud tips did not fit you well. This is definitely not the experience we wanted you to have on our premium headphones.

The WF-1000XM4 features an Ergonomic surface design for a stable fit. 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. For the proper sound quality, noise canceling function, and call sound quality to be effective:
• 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.
The “Sony | Headphones Connect” app will help you to determine which earbud tips are most suitable for you to achieve the optimal noise cancelation effect.
• Referring to step 2 of this link https://helpguide.sony.net/mdr/wf1000xm4/v1/en/contents/TP1000237901.html?search=Fit, 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.

You may also check out the following link for more details:
https://www.sony.com/electronics/support/wireless-headphones-bluetooth-headphones/wf-1000xm4/articles/00262839

If this does not help, please email us at socialsupport@am.sony.com with the following details so we can better assist you.

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

We value you & your feedback, and thank you for choosing Sony.

Best regards,

Romeo
Sony Social Support

Hi Vvu2, We're sorry to hear that the battery drains quickly. This is definitely not the experience we'd like you to have. We'd love to help you troubleshoot your problem and turn your experience around.

May we contact you to help and get more information? If, please email us at socialsupport@am.sony.com with the following details:

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

Sincerely, Erin